To supply the finest skiing in the world, Mike Wiegele Helicopter Skiing nurtures its most important resource: its people.
Skiing the powder in the Cariboo and Monashee Mountains at Mike Wiegele's resort is a skier's dream. Deluxe dining, top-quality accommodation and superb service are Mike Wiegele Helicopter Skiing standards.
Requesting early guest feedback
Director of Lodging and Administration, Kalli Cartwright, is responsible for making sure that guests are happy. She begins by seeking out guest feedback—midweek—every week of the season. Over 80 per cent of guests evaluate the resort's services during their stay.
Operations immediately addresses any guest concerns when sorting through the week's comment cards, and then tallies the ratings by department on a scoring sheet. All other guest comments are passed on to departmental supervisors.
The guest comment cards go a long way towards building good customer relations and repeat business.
Building good customer relations
Guest Relations Manager, Daniela Aufschnaiter, is dedicated to maintaining guest relations and dealing with any concerns or issues. She makes sure that guests know that their input is valued by having supervisors approach them before they leave the resort. This lets guests know what is being done to rectify their concerns, and at the very least allows supervisors to thank them for their input.
Meanwhile, employees know that the tallied scores from the comment cards will be used to evaluate departmental performance. These scores are tied directly to the overall business objectives set at the beginning of the season each year.
The staff "own" their departments
Guest comments are invaluable for resort services to meet its exclusive guests' expectations, but it's not all about the guest. Providing a quality product takes qualified staff. Supervisors take ownership of their individual departments, and employees have excellent working relationships with their peers.
Supervisors know it's up to them to come up with the solutions in their departments. They're encouraged to ask the same of their staff. For example, one staff member in housekeeping brought an ill guest tea and regularly checked on him to ensure he had the best experience possible despite being ill.
Opening general meetings to all staff
Another area where executive management has involved employees is the company's general meeting held once a year. All employees convene to review the company's management principals, mission statement, code of ethics, and operations plan. Participation from all staff is encouraged.
From the company's perspective, the employees see first-hand how they are part of the operation, and see that their opinions count. Quite simply, these measures improve staff teamwork and company communication among all departments.
With a spectacular product that caters to those who seek the best that an outdoor experience can provide, Mike Wiegele Helicopter Skiing makes sure employees have the knowledge and skills to provide quality service. The personal touch comes naturally when everyone feels part of the company, and sees that positive action is rewarded.
