Ski Resort Operations & Management

SROM 150: Introduction to Tourism provides an overview of the tourism industry, examining the interrelationships between the tourism sectors as well as the economic, environmental, cultural, and social impacts of tourism. 

SROM 151 Marketing examines the roles and functions of marketing in the tourism industry. The principles of customer service excellence and service recovery are discussed in detail. You are lead through the five steps of the Marketing Planning Process discovering how the "11 P's" are used in the marketing of tourism products and services. You will conduct a case study analysis of an existing company to demonstrate knowledge of marketing concepts studied.

SROM 155 Computer Applications will provide the student with a general introduction to computers and Microsoft application software.  Setting up and using email 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.

The student will assimilate the basics of Microsoft Word 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 student will also cover the basics of Microsoft Excel, 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 and Excel.

SROM 158: Ski Area Risk Prevention and Management focuses on the identification, analysis and evaluation of the accidental risks involved in operating and managing a ski resort. The course examines methods of managing accidental risks including skier safety programs, operating procedures, risk financing and insurance, and the implementation of a risk management administrative program. The course also examines ski area liability cases, and examines the key aspects of employee safety programs.

SROM 159: Business Communications focuses primarily on written and oral communication skills as they relate to the business world. Topics include writing memos, letters, emails, formal reports and other business correspondence, delivering effective verbal presentations, resume 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.

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. 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 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.

SROM 180 Field Trip: This 3 day course is a credit bearing field trip to visit ski resorts and associated industry businesses. Although locations change from year to year, they typically include resort areas in the Okanagan Valley. This trip provides an excellent opportunity for students to examine established ski areas, and meet with industry personnel and SROAM program graduates from management to front line staff.

SROM 152: Ski Area Marketing and Special Events: 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 152, you will explore how ski resorts use primary and secondary market research, advertising media, social media, brochures, consumer ski shows, news releases and special events to boost skier visits. There will be a large hands-on component where the class will have an opportunity to create and run an event.

SROM 153: Organizational Leadership. This course is designed to help prospective supervisors understand how individuals and organizations function effectively. 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, motivation, group dynamics and conflict resolution. Students will gain an understanding of the skills required to lead people and 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.

SROM 156 Exploring Solutions Through Technology course will explore industry specific database and information management systems, investigate the database and information needs for ski areas, research database use by various ski hills / resorts, and report findings to the class. Through hands on experience, students are also given the opportunity to engage in ski area Point of Sale (POS) software systems.

SROM 160: Ski Resort Guest Services and Snow School Operations 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 center 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 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 and programming.

SROM 169: Accounting is an introductory course in accounting, from the basic accounting equation to preparation of the Income Statement, Statement of Changes in Owner's Equity, and Balance Sheet. This course covers merchandise operations, service business accounting, depreciation, adjusting entries, as well as specialized journals.

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.

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 may complete the Canadian Avalanche Centre (CAC) Avalanche Skills Training (AST) Level I course. The AST course involves two full days of field study. In addition to examining avalanche hazard concerns and issues, you will examine several snow safety/ski patrol operations and management topics, including avalanche hazards and ski area planning, ski resort avalanche control, ski patrol operations, Hazard markings and signage, 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.

SROM 256: Ski Area Budgeting and Business Management introduces 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 will round out the course content.

SROM 254 Ski Area Cafeteria Operations students will study and practice the fundamental skills necessary to function competently in a kitchen. Via practical hands on experience this course will provide students with a glimpse of the day in the life of a chef and the culinary world. Professionalism, teamwork, proper safety and sanitation procedures are all a part of any well run kitchen and will be emphasized in this course. This hands-on course covers aspects of food preparation and safety considerations. During the course the students prepare foods, learn how to create "eye appeal" in food preparation, understand timing and prepare foods for event(s).

SROM 257: Ski Rental/Retail Shop Management. 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. 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. 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: 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 skior 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.

SROM 258: Human Resource Management for the Resort Industry. 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 form the primary focus of this course. You will learn about lift capacity, standard and emergency operating procedures, lift operations supervision, lift operator training, and lift operations budgeting. You will also enhance your understanding of the different types of ski lifts through examination of 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 the BC Safety Authority to train lift operators in British Columbia.

SROM 280, 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.

SROM 290 Field Trip: This multiday course is a credit bearing field trip to visit ski resorts and associated industry businesses. Although locations change from year to year, they typically include resort areas throughout the lower mainland and Whistler Blackcomb. This trip provides an excellent opportunity for students to examine established ski areas, and meet with industry personnel from general managers to front line staff.

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.