Client: Ski Resort

Need: Guest Service Improvement

Problem: In the ultra-competitive ski resort industry, where guests have many alternatives to choose from, maintaining customer loyalty is vitally important. This was the challenge for a major ski resort ski & ride school as it sought to develop its program into a viable, high profit venture.

Solution: The resort is a long-term client of Miick & Associates. We have improved the guest experience for several of the resort’s venues. Our philosophy is that guest loyalty starts at home, that is, with staff. With this in mind, we implemented a comprehensive quality improvement program for all team members.

Results: As a result of our efforts, our client elevated its guest service quality to world-class levels. For example:

• Staff retention increased to approximately 70%, a significant turnaround, especially in an industry where turnover is over 140% per year!

• Annual ROI as increased over 100%