Ski Resort Operations and Management

This course will provide an overview of the tourism industry in Canada and the fundamental relationship of the ski industry to the tourism industry. Specifically, we will examine the interrelationship of the eight tourism sectors, the benefits and drawbacks of tourism growth and development, and national and global trends that have an effect on travel and tourism in Canada currently.

The ski industry through technological innovation, increased government regulation and the transition to four-season resorts has spawned many new business opportunities. Entrepreneurial niches and career options will be explored in this important fringe group of businesses that serve and support the ski industry.

We will explore how the ski industry became a "Travel Generator" by reviewing historical growth of the industry. The departmental structure of a ski resort will be introduced to enhance the concept of interrelated Tourism Sectors as this concept applies to the ski resort business. Environmental and community impacts will be discussed, by looking at recent proposed resort developments. Discussion of career paths, employment opportunities and transferable skills will round out the topical content of this course.

In SROM 151 the roles and functions of marketing in the tourism industry are examined. The principles of customer service excellence and service recovery are discussed in detail. You are lead through the Marketing Planning Process discovering how the “11 P's” (THE MARKETING MIX) are used to market tourism products and services. You will conduct a case study of a company's use of marketing tactics and strategies, explain the uses of the myriad marketing tools, and provide examples of how marketing is applied in real world situations. Marketing technology in the 3^rd Millennium is also covered.

SROM 155 provides the student with a general introduction to computers and Microsoft application software. Setting up and using e-mail and Moodle is emphasized, as assignments will be submitted to the instructor via this venue. The student will also explore and utilize the web and/or online libraries, searching for information for class assignments.

In the second segment, the student will assimilate the basics of Microsoft Word 2007 with regards to correct formats for posters/announcements, résumés, research papers, envelopes, letters, tables and newsletters including all page and print enhancements. Form letters, mailing labels and directories are also covered using the Mail Merge function.

The third section will cover the basics of Microsoft Excel 2007, using a number of commands to enhance a worksheet, chart sheets, templates and graphs. Page and print enhancements will also be utilized.

The final section covers the integration of Word 2007 and Excel 2007.

This course concentrates on analysis and management of ski area risk potential . You will use case studies and current ski industry issues to study risk identification and evaluation, risk control, skier and snowboarder safety, legal liability and waivers, workplace safety, recordkeeping, emergency procedures, risk financing and insurance.

This course is also available via Distance Education please see our flyer for more information Ski Resort Risk Management - Online.

SROM 159 deals with written and oral communication skills. Topics include writing memos, letters, emails, formal reports and other business correspondence, making effective presentations, résumé preparation and research techniques. Understanding the theory of business communication and being able to employ this theory effectively in written and verbal communication is critical for tourism, recreation, and hospitality managers who wish to succeed. This course places emphasis on the conceptual, practical, and technical aspects of effective workplace communication.

SROM 171 provides an introduction to a wide range of ski resort planning and development topics. In SROM 171 you will study the mountain environment, ski resort environmental impact issues and mitigation practices, ski area feasibility and physical site evaluation, ski area planning parameters, and the BC Commercial Alpine Ski Policy. You will learn about the requirements for ski resort mapping and you will practice several ski area planning skills, including topographic map interpretation, slope and fall line analysis, ski resort terrain capacity calculations, and mountain design. Finally, you will study ski resort base area design and ski resort real estate development.

The development of uphill transportation systems and passenger ropeways in particular, has enabled recreational skiing to evolve into a thriving industry. The continuing evolution of passenger ropeway technology and passenger conveyer systems continues to shape the character of ski resorts and the quality of the ski and snowboarding experience.

SROM 172 examines passenger ropeway technology as it is applied in today’s winter recreation areas and resorts. In this course, you will examine the mechanical functioning of passenger ropeway components in the most commonly used passenger ropeways in the ski industry today - fixed and detachable grip chairlifts.

You will also identify passenger ropeway maintenance requirements and preventative maintenance procedures. Finally you will learn about passenger ropeway regulations in Canada, including the CSA Z98 Standard.

This course is available via Distance Education.

SROM 153 is designed to help prospective supervisors understand how individuals and organizations function effectively through the study of behaviour, communication and organizational structure. It provides students with a working knowledge of the formal relationships between employees and management in the work place through the study of leadership styles, group dynamics and motivation. Students will gain an understanding of the skills required to lead people and to contribute to a team effort. This course also examines changes in society and how they are influencing organizations relating to employee and management roles in time management, stress management, and problem solving.

The first segment of this course will cover the basic concepts of understanding, querying and maintenance of Microsoft Access 2007.

In the second segment of the course the students study results of Google Analytics on specific websites and become aware of accessibility issues with regard to standard-based web designing practices.

Students review social media marketing concepts then create a business blog that assimilates marketing of that business. In this process students use an image manipulation program to create/rework and upload photos/videos.

Part I: SROM 157 Ski Resort Rental Operations: Students will be introduced to the practical aspects of ski and snowboard rental shop operations. The layout and design of rental shops now must accommodate a wide range of rental equipment including: shaped skis, snowboarding equipment, “demos”, and other sliding devices such as snow-bikes. Equipment purchase, rotation and disposal of aging rental equipment, and inventory control will be studied. Rental agreements, the CWSAA rental waiver, and liability issues will be discussed. The maintenance of rental equipment and the importance of good record keeping will be emphasized. Finally, repair shop operations as a satellite operation of the rental shop will round out the topics of discussion. Students will complete a Rental Shop Design project to enhance their knowledge of effective rental shop layout, flow, and balance.

Part II: SROM 157 Ski Resort Retail Shops: For the second half of this course, students will be given an overview of retailing and how ski resort retail shops have become an integral revenue centre in today's ski resort operations. The following retail topics will be discussed including: buying cycle, customer service and selling, shop layout, and product merchandising. Pricing, the basis for mark-up, and discounting as related to retail shop financial performance will be studied. Guest speakers from local ski or snowboard retail operations will present content on current industry trends and successful retail strategies. Students will carry out a critical analysis of a local sports retail shop to enhance their knowledge of store layout, merchandising, and in-store security.

Guest Services personnel perform many functions at ski resorts and ski areas. As front line employees, they must be equipped with excellent customer service skills. Quality service delivery, product sales techniques and administrative skills are all employed by staff members working in Guest Services operations.

Snow School Operations is an integral part of a Ski resort's services. With the proper management techniques a snow school could be a major revenue centre for the resort. The function, quality and performance of front-line instructors as well as supervisors and management of the snow school can make or break a beginner's ski/snowboard experience.

SROM 160 is presented to provide students with some of the practical knowledge required to sell ski resort products and deliver services to ski resort guests. The size of the ski resort determines the makeup of this operating department and the complexity of systems used. The ability to adapt and design delivery and product sales systems for different size operations will be emphasized. Interfacing management requirements for statistical information and guest controls with the practical design and application of systems and procedures is a requirement for the efficient operation of this operating department.

This course will also focus on Snow School Operations from a management perspective. An emphasis will be put on staffing, scheduling, budgeting and programming.

Effective management of a ski resort requires smooth functioning of all base area facilities. Base area facilities include the parking lots, day lodges, accommodation facilities, and resort service buildings. Managers and supervisory personnel need to have knowledge of both the function and maintenance requirements of these key base area facilities. Managers must also have intimate knowledge of the functioning and preventative maintenance of the building systems that provide for the needs and comfort of guests and employees.

SROM 166 Ski Resort Facilities Maintenance is presented to give students an insight into the complexity of ski resort base area building infrastructure. The necessity for effective maintenance and preventative maintenance programs is inherent in the quality management of these important ski resort assets.

SROM 169 is an introductory course in accounting from the basic accounting equation to the preparation of the income statement and balance sheet. This course covers merchandise operations, service business accounting, depreciation, adjusting entries as well as specialized journals.

Equivalents:

COMM 240.

As with ski lift technology, the evolution of slope grooming machinery and slope maintenance practices has profoundly affected the ski industry. As numerous ski industry customer service surveys indicate, snow conditions are a primary determinant of skier satisfaction. Thus, slope grooming technology and operations play a major role in providing a high quality skiing experience and creating high levels of skier satisfaction.

In SROM 173 you will study the basic design and functioning of slope grooming vehicles and implements designed specifically for the ski industry, particularly the slope grooming machines supplied by the two major slope grooming vehicle manufacturers, Kassboher and Prinoth. You will examine the main components and general maintenance requirements of a slope grooming vehicle, including the engine and its various systems, the tracks and suspension system, and the drive system. You will also study the main slope grooming implements including the blade system, snow tillers, and half pipe grinders. You will review grooming operations, including snow properties in relation to slope grooming, slope-grooming objectives and functions, slope grooming methods and techniques, slope grooming operating plans, and slope grooming expenses and budgeting. Slope grooming human resources management topics include operator training, motivation, and compensation.

Practical sessions will allow you to examine grooming equipment in the field, and you will have the opportunity to participate in on one or more “ride-along” sessions at Whitewater ski area. By the end of the course, you will have gained some understanding of how slope grooming personnel can run efficient and cost effective grooming operations.

SROM 175 introduces you to the various components of ski resort snowmaking systems and accepted concepts, principles, and operational and management practices for machine snowmaking for the snow resort industry. You will learn about the physics and mechanics of snowmaking and its uses within a snow resort context, as well as its impacts on mountain resort operations and resort costs of operation. You will study snowmaking system components, including snow guns, water pumps and air compressors, system infrastructure, and system controls. You will also examine ski area snowmaking system design, operational practices, snowmaking capital and operating costs, and methods for improving the energy efficiency of ski resort snowmaking operations.

During SROM 184 you will review the primary management issues and operational activities of the snow safety or ski patrol department, with a focus on managing avalanche hazards. You will examine the major elements of ski resort avalanche hazard assessment and safety including avalanche terrain, mountain weather, snow pack features, and avalanche rescue. As part of your study of avalanche hazards and safety, you will have the opportunity to complete the Canadian Avalanche Centre (CAC) Avalanche Skills Training (AST) Level I course which involves two full days of field study. In addition to examining avalanche hazard concerns and issues, you will study several snow safety/ski patrol operations and management topics, including avalanche hazards and ski area planning, ski resort avalanche control, ski patrol operations, ski resort accident investigation and recording, ski lift evacuation, and ski patrol facilities and equipment.

This course consists of a five day credit bearing field trip to visit ski areas. Although venues change from year to year, it typically includes major ski resorts and regions throughout western Canada. The purpose of this visit is to talk with ski area managers and supervisors, on location, about their operations and to inspect those operations. Often the ski area visit provides "hands-on" supplements to the contents of on-going SROM courses and involve field work assignments. This trip provides an excellent opportunity for candid conversations with ski industry personnel from general managers to line staff, as well as an excellent opportunity to examine facilities and equipment.

In today's competitive recreation and tourism marketplace, competent ski area operators understand the essential role marketing plays in keeping ski lifts, cafeterias and lodges busy. In SROM 251 you will explore how ski resorts use primary and secondary market research, advertising media, the Internet, brochures, consumer ski shows and news releases to boost skier visits. You will also examine the important role of special events and you will learn event management practices. As much as possible, you will apply your studies to hands-on projects that allow you some direct experience in applying marketing concepts and methods to actual ski resort case studies and/or projects that offer direct involvement with ski resort marketing and event management activities.

This course provides an overview of food and beverage operations with major emphasis on ski area operations. Students learn how to utilize effective cost controls for the operations. Menu development and analysis as well as basic layouts for food and beverage areas are studied including an emphasis on cafeteria (mass feeding) operations.

The material covered in Ski Area Budgeting and Business Management will introduce students to the analysis of financial data for a standard Income Statement and Balance Sheet. Financial ratios that are normally used to predict the business health of a ski resort will be covered. Using CVP numerical analysis, students will learn the impact of future proposed financial changes on the fiscal health of a ski resort’s finances. Problem solving will help students to understand these financial concepts. Creation of budget templates on EXCEL spreadsheets for “wages and salaries”, and “departmental contribution margin” will round out the course content.

As labour markets tighten around the globe, good human resources management is essential to attracting and retaining effective staff. This is particularly true in seasonal resorts and ski areas where the link between staff and the guest is so critical. Innovative approaches to human resources management are necessary to recruit and retain the right people in the industry. In this course you will focus on the critical issues that concern managers in the tourism industry: human resource planning, recruitment and selection, orientation, training and development, performance management and progressive discipline, challenges and trends, employment standards and labour relations.

SROM 272 is a continuation of SROM 172. Ski lift operational considerations are the primary focus of this course. You will learn about lift capacity, standard and emergency operating procedures, lift operations supervision, lift operator training, lift operations budgeting, and lift operations human resources management issues. You will also examine the broad range of passenger ropeways available for use in the ski industry, from simple rope tows to technologically advanced multiple haul rope systems. SROM 272 incorporates elements of LIFT 150 - Ski Lift Operations Train-the-Trainer, a course created by Selkirk College for lift operations personnel. Through the LIFT 150 portion of the course you will have the opportunity to earn the LIFT 150 certificate, a credential required by the BC Safety Authority to train lift operators in British Columbia.

S280, Ski Area Construction and Project Management builds on topics previously introduced in three related courses: S171 Ski Area Planning, S172 Lift Functions, Maintenance and Regulations, and S166 Ski Resort Facilities Maintenance. S 280 focuses on ski area construction projects with trail construction and lift installation receiving the most emphasis. As a part of examining construction techniques and best practices, students will study environmental impact mitigation practices, including measures to reduce impact on natural water courses. Students will review government acts and regulations that affect construction decisions around water courses. S280 also reviews project planning techniques and tools including Gantt Charts and PERT/CPM.

This course consist of a five day credit bearing field trip to visit ski areas. Although venues change from year to year, this field trip normally includes a visit to Whistler/Blackcomb Ski Resort. The purpose of these visits is to talk with ski area managers and supervisors, on location, about their operations and to inspect those operations. These trips provide an excellent opportunity for candid conversations with ski industry personnel from general managers to line staff, as well as an excellent opportunity to examine facilities and equipment. Students have the opportunity to engage in screening interviews with resorts visited on this final major field trip.

Each student arranges work as a paid, full-time employee at a ski resort. For certain students, the employment may be at a cat-skiing operation, heli-skiing operation or industry product and service supplier. With assistance from ski program instructors, a suitable work opportunity is arranged commensurate with the experience and work term goals of each student. Some resort operators recruit Year II students directly at Selkirk College. Some resort operators organize a job rotation plan that provides for a wide range of ski industry work experience. A ski-program instructor visits the each student in January or early February to assess performance in conjunction with the student's direct supervisor. Each student returns to Selkirk College in late April to do an oral presentation and complete a written project on their work term experience.