Vail Resorts updates chamber members
At the last Vail Chamber & Business Association Monthly Membership Meeting, Chris Jarnot took the time to speak to members of the community and to discuss the recent transition in leadership of Vail Resorts. Jarnot, the new Chief Operating Officer for Vail Mountain, replaces Bill Jensen, who has moved on to become Chief Executive Officer of Intrawest in based in Vancouver. Jarnot spoke at length about Vail and its future and indicated that while things are bound to change over time, much will be business as usual. It was a slow start to the season for a town that often runs according to the weather, as the mountains opening date was pushed back past Thanksgiving. However, with Vail getting the most snow in its history since Dec. 1, a new record was set and there are still 10 weeks of skiing to come, with March typically being the month with the biggest accumulations.At the meeting, Jarnot said that he will continue to use the customer service philosophies that have made Vail such a visited destination for travelers. Excellence in Customer Service has been one of the biggest staples of Vail Resorts and this has been exemplified in the past few years as Vail has dominated rankings of ski resorts in North America by SKI Magazine. Excellence in Customer Service is a three-part philosophy that includes making a welcoming first impression to the customer, giving an extra 2 percent of effort to connect positively, and the plus one theory. Plus one acknowledges that although you may make mistakes, you can recover and make the most of it by adding something to the experience, thus plus one.The Vail Chamber works in conjunction with Vail Resorts on the fall customer training program Turn It Up! As a follow-up, in the past couple of months the Vail Chamber has been coordinating the Premier Impressions program to use these philosophies. It is evident by the number of Vail Resorts employees nominated for customer service awards that these philosophies are being embraced. Over half of those nominated the past couple of months have been from Vail Resorts. There have been many responses this year to the program and again this year, employees throughout the town of Vail are exemplifying Excellence in Customer Service and helping make Vail one of the top ski destinations in the world. If you are unfamiliar with the Premier Impressions Program, when an employee is acknowledged, he or she can pick up a $50 Vail Gift Card at the Vail Chamber & Business Association office, located on the top level of the Vail Village Transportation Center. The gift card is exclusive to the town of Vail, meaning that business will stay within the town. These employees, as well as their employers, are also invited to the season-end party April 7, where there will be free drinks and nominees are eligible to win various prizes. These award winners will have their names published in the Vail Daily on the first Wednesday of every month and a letter will also be sent to their employers about their distinction.Lourdes Ferzacca is President of the Vail Chamber & Business Association Board of Directors.
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