Congratulations to this week's On-the-Spot Values-Based Recognition Raffle Winners!
These employees were recognized by their managers for living out The Breck Effect through one or more of our Company's core values! Once recognized, they entered themselves for a chance to win a prize through EpicEmployee>My Location>My Recognition. They will receive a branded gift item packet from our Breck Employee Ambassador Team (BEAT) as a special thank you. You could be the next winner!
This week's raffle winners are:
Jessica Fortune, Product Sales, Do Right: "Jessica came up with creative ways to find an alternative to saying the word no to guests!” I find myself often saying a phrase like “Unfortunately, I am unable to do X request because of Y reason (usually will explain one our policies) BUT let’s see what we can do to help.” Obviously, each guest has a different situation but “helping” could be booking a reservation at another mountain or informing them of how to get the best pricing on additional days of tickets. Maybe we have to say no to lesson today at Beaver Run, but can we get them in lesson tomorrow at another location? Just essentially showing the guest you want to help and not say no. Thanks Jessica!!"
Savannah Smart, Product Sales, Have Fun: "Savannah came up with creative ways to find an alternative to saying the word no to guests! I like to say “I really want to help you out but unfortunately there is nothing I can do. Could we book you for another day that we do have availability?” You are expressing that you want to help them and then trying to make another day work so they leave with a solution and hopefully just half upset. Working with the guest so it ends in a positive way. This is for when a guest wants to book a lesson but we do not have availability. Thanks Savannah!"
Sonya Dalrymple, Product Sales, Have Fun: "Sonya got creative with the Alternative to No activity! I think the best thing to say is, ""I REALLY wish I could help you, but I'm sorry that is not something I am able to do. I'll share this with.... corporate/our manager to see if this is something we can implement in the future."" And then offer them SOMETHING. Anything to make them feel better. A free drink at Copper Top Bar, a free bottle of wine from Carboy or Whiskey from the Breck Distillery....depends on the magnitude of the request or problem. Thanks Sonya!"
Cory Batiste, Product Sales, Have Fun: "Cory got creative with the Alternative to No activity! When it comes down to something I know I can’t possibly due to restrictions or just company policy, I always start the sentence with “Yes let me check and see if there’s anything I can do”. Now if I still can’t accommodate the guests request I then move forward with giving options of what can be best for them in regards of the conversation we have had. Thanks Cory!"
Read all of this month's On-The-Spot nominations:
Gaby Cuan, Ski and Ride School, Serve Others: “One of the members in my private lesson was going to propose to his girlfriend and wanted to get all the family up to The Overlook. Kids were still not ready to ski blues so I arranged lift rides (back and forth) for them so everybody could be part of the special moment. I also brought an actual camera to take pictures of the special moment. They were stoked!”
Brian Sheerin, One Ski Hill Front Desk, Serve Others: "We received this email from a guest staying at One Ski Hill Place: ‘Good Morning! I just wanted to take a moment to share a very positive customer experience I had with one of your employees, Brian Sheerin. Several nights ago I had to go to the emergency room and it was very late, (nearly midnight), when all the tests had been completed and there was no way to get back to the hotel… No Uber‘s were working and we did not have our own vehicle. I called the hotel and eventually was connected with Brian who unhesitatingly and with a positive attitude agreed to come out and collect me at the emergency room and take me back to the hotel. Throughout our time together he was positive, upbeat and made it seem like it was no big deal for him to make this extra effort. However, I realize it was above and beyond has responsibilities and I very much appreciated his assistance. Thank you so much to Brian and to your team here at One Ski Hill. Best Regards, Chris Tharp’"
Travis Goad, Food & Beverage, Serve Others