Year 1

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.

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.

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.

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.

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.

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.

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.

The Park Building curriculum includes industry trends as well as an on-snow portion participants build a terrain park and cross track features from the ground up. The intention is to allow participants to learn through guided discovery while maintaining an aspect of creativity in the design.

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.