Vail Chamber & Business Association: Let’s keep guest service momentum going |

Vail Chamber & Business Association: Let’s keep guest service momentum going

Marco Valenti
Vail Chamber & Business Association

And just like that … it’s over! Or almost over as we approach the middle of April. This past winter did not disappoint and the same can be said for the guest service levels. Mother Nature delivered and so did we. 

Congratulations to everyone who participated in an awesome winter. A myriad of factors aligned for this to occur and I will argue that we, the welcoming inhabitants of the valley, are one of the most relevant of the elements. Throughout this article, I will ask more questions than I will answer. Reflect on how you and your team deliver world-class guest service. How do you develop your team to meet this standard daily?

This time of year is also bittersweet as we may be losing members of our team who we have grown ever more so dependent upon. Invariably an acquaintance became a friend, the part-timer who is willing to pick up additional hours, the full-timer who is willing to work a sixth day weekly to ensure our world-class service standard is met, and all those who gave a little extra this winter to welcome our guests and our friends to our little piece of heaven.

Let your teams know how instrumental they are to deliver on our mission and invite them to return for the summer or possibly next winter. You have all invested in your workforce and, in doing so, benchmark the service levels to exceed any other world-class mountain resort. 

What can we do to maintain the positive guest service momentum from an amazing winter? Can our behavior serve as the training? Potentially. I would caution that a formalized plan is beneficial to ensure that all aspects are covered. Structured training will assist by offering the framework from which to interact with our guests. It will also allow us to align our training efforts across merchants and service providers. 

Thus, our Vail guests will not experience a dip in this commitment. As we all know, our “window” for business is small and we all will benefit from delivering on our mission for the guest who arrives in November and those who arrive today. 

Everyone is transitioning to spring with a smile on their face. While we all move on to what’s next, I encourage you all to think about the successes of the past winter. Think about what you do well and where you have an opportunity to improve. Do not be afraid to ask your team and/or your peers for feedback. Recharge your batteries and encourage your teams to do the same. Enjoy your time in whatever fashion you choose. Stay tuned for additional guest service training via the VCBA as part of Mountain Hospitality.

Stay involved and stay informed. If you are not already receiving the Vail Chamber and Business Association’s weekly newsletter, email us at to start receiving it. If you are interested in finding out more about the Vail Chamber and Business Association and what we have to offer to businesses in and that do business in Vail, call 970-477-0075 or email Based in Vail Village, our office is located on the top level of the Vail Transportation Center, so stop by and say hello.

Marco Valenti is the area manager for Vail Resorts Retail, the retail division of Vail Resorts and oversees 15 shops in Vail.  Marco is a Vail Chamber and Business Association board member. 

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