Training & Communication
Customer Service
Product
Knowledge
Guests' Questions
Guest Contact
100
In the “I Made a Guest’s Day Program”, pins attached to World Class Employee Cards will be handed out by these people.
Who are our Guests?
100
Doing this makes guests more comfortable and gives them a sense that they are being treated as an individual.
What is Using their Name
100
This season, Guest Services has gone through many changes and will now consist of 20 volunteers known as these.
What are Mountain Hosts
100
A 6 year old child that would like to take a group lesson can purchase that lesson at this location.
What is the Children's Learning Center (CLC)
100
This item in your uniform can serve as a conversation starter with guests because it displays how long you have been a Windham Mountaineer.
What is Nametag
200
If a guest needs to know the registration times for race this weekend, you will be able to find an updated copy of this information here.
What are the Biweekly Info Sheets
200
When greeting a customer, it is important to make this physical gesture to covey warmth and friendliness.
What is smile
200
Windham Mountain owns this hotel located on Main Street, which also serves as a home for our restaurant Rock’n Mexicana.
What is the Winwood
200
If a customer does not want to come inside the lodge to eat breakfast, they can stop at this eatery at the base of D Lift.
What is the Waffle Hut
200
This is one of the ten things to say when you don’t know what to say to guests.
What is ....How's the snow today; Hey, you again?; That was a fast run!; Is it cold up there?; Got your pass today?; Where is your pass?; Let me see that thing!; Time to scan you!; Got pass?; You ready for the beep?; Next, next, next
300
More so than in past seasons, you will be expected to maintain a professional appearance by complying with these new uniform guidelines.
What are Uniform Guidelines
300
Being exceptional in this area should be at the route of everything we do at Windham Mountain this season.
What is Customer Service
300
What are the three holiday periods during the ski season?
What is Christmas Week, MLK Weekend, President’s Week
300
If an adult guest would like to purchase private lessons with their favorite instructor, they will be able to make those arrangements at this location.
What is the Snow Sports Desk
300
Showing this when interacting with a guest makes your contact feel more genuine and memorable for both you and your guest.
What is Show Personality
400
This season, you and your supervisor will complete this worksheet in order to track your progress as an employee and determine your end-of-season bonus.
What is a Training Checklist
400
When a guest asks you a question, your interaction with them should not be over until you have asked this question.
What is "Does that answer your question?"
400
Night Skiing is open from Mid-December through February from 4pm to 9pm on these days.
What is Friday, Saturday, and Holiday Periods
400
If a customer would like to test out the newest skis and boards before purchasing them, they can visit this location and have the money they spend credited toward their purchase.
What is Demo Center
400
Sharing this kind of knowledge makes guests feel like they are in on a secret.
What is Inside Knowledge
500
These are your three tasks as a Windham Mountain employee.
What are To make our guests happy; To keep our resort neat and clean; To do the job you were hired to do.
500
Though seeking out and greeting our guests is important, doing this draws them into conversation and takes the customer service we are providing to the next level.
What is Engage
500
Windham Mountain recently took over this facility in the winter in order to offer our guests cross country skiing, snowshoeing, and another restaurant to experience.
What is the Windham Country Club
500
If a guest needs to have their snowboard tuned before hitting the hill, they can go to this department for that service.
What is Mountain Sports
500
These times are usually the first to lose the extra customer service effort, though it is actually the time when we should be the most focused on it.
What are busy times
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