News From Doug Lovell, COO Of BC

Volume 1, Issue 5
January 27th, 2011
News from Doug Lovell, COO of BC
Dear Beaver Creek Team;
Congratulations on another great week on our Net Promoter and Guest Satisfaction scores. We continue to
score very well with a Net Promoter of 89 and a season running mean of 87. This is a positive difference of
13 points above last year. Thank you for taking the time to Own, Elevate & Personalize our guest service to
these levels.
As most of you have heard, we are currently asking you to participate in our Employee Engagement
Survey. This survey is underway with current participation across the Company at just over 40 percent this
morning. Here in Beaver Creek, our participation was at 28.7 percent. I encourage you to go online and
take 5-10 minutes to complete the survey. This survey is administered by an independent survey research
firm and their processes will keep your responses confidential. Your participation is important to us and will
allow us to gain a better understanding of the thoughts, opinions and ideas of our employees. Some of the
things we learned from last year's survey and acted upon include re-instating the employee shuttle,
increasing opportunities for communication both within our departments and across of divisions including
weekly and bi-weekly newsletters and employee meetings.
Thank you in advance for your participation and if you need more information on how to access this online
survey, please ask your manager or Human Resources.
All the best,
Doug
Employee Recognition
C – NOT E
Nominees
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Last Week’s C-Note $100 Winner:
Rita Chavez / Arrowhead Property Management
Felipe Ortega / Spruce Saddle
Rob O'Connell / CSS Sales
Dave Martin / Ski Patrol
John Whiteley / Adult Ski School Sales
Damian Olson / BCRP Maintenance
Cori Armstrong / Office Services
Chris Tyson / Adult Ski School
Amanda Hofman / Beano's Reservations
Elisa Willoughby / CSS Sales
Liliana Rodriguez De Flores / Arrowhead
Juana Castillo / CSS Sales
Aaron Beckman / BCRP Sales
Stephan Werk / Lift Operations
Blasa Hortencio Villa / Elkhorn
Joe Springer / Ski Patrol
Sam Jordan / Beano's Sled Crew
Rafael Caballero / Arrowhead
Rachel Garcia / Spruce Saddle
Troy Zopf / CSS Sales
Tim Schwartz / Bachelor Gulch
Aurelia Chavez / CSS Sales
Ed Erger / BCRP Maintenance
Jon Gately / Ski Patrol
Jan Bevins / Red Tail Camp
Fabiola Mascias / Elkhorn
Jessica Thomas / Beaver Creek Club
Sam Brumenschenkel / Lift Operations
Stu Chaney / Bachelor Gulch Property Management
Jill Piercy / Bachelor Gulch Property Management
Matt Dannals / Bachelor Gulch Property Management
Marina Perez Gaido / Children Ski & Snowboard School
Kyle Yunaska / Marketing Research
Josh Allen / Product Sales & Services
Michelle Pfister / SaddleRidge Lodging
Deanna Ponce / St. James
Megan Andrews / Red Tail Camp
Mike Belvin / Elkhorn
Stacey Coulter / CSS Sales
Nayhomi Santiago / Arrowhead Property Management
Congratulations to this month’s Plus 1
recipients! These winners were selected by the
Plus 1 committee from over 40 submittals.
Thanks everyone for your exceptional guest
service & hard work!
January’s Plus 1 Recipients
What is the Plus 1 program? The Beaver Creek Plus 1 is
our flagship employee recognition program. The program
is intended for a manager to nominate an employee by
submitting a written description of single action or event
by an employee that makes a significant difference for an
external or internal guests’ experience at Beaver Creek.
Providing the Experience of a Lifetime, owning,
personalizing & elevating! Plus 1 Recipients will receive:
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An invitation to that month’s Plus 1 celebration at the
executive office and the final party in March at the
Osprey
A commendation letter from Doug Lovell
+1 pin, +1 backpack and a water bottle
$100 on their next paycheck (minus applicable taxes)
Entry into the Grand Prize drawing at the final Plus 1
Party in March
THE GREEN ROOM
What is Vail Resorts Echo anyways? Vail Resorts Echo is the overarching program that encompasses
our commitment to the Natural Environment our resorts reside on, as well as the communities that we
live and work in. It encompasses three main facets, Environmental Stewardship, Charitable Giving, and
Employee Volunteerism.
Environmental Stewardship is the largest facet of the Echo program, and as you might imagine
is extremely important to us here at Beaver Creek. Whether it is our ongoing effort to reduce our
energy use, or our multi dimensional recycling efforts, each and every department plays an important
role in protecting the unbelievable natural surroundings that we all work and play in. Doing our part to
help protect and improve our natural surroundings will ensure that we are able to continue to provide
our current, and future, guests with this incredible natural playground. There are a number of
overarching environmental stewardship programs across all of the Vail Resorts owned properties, but
also many more that are specific to us here at Beaver Creek.
Charitable Giving is the second facet of the Echo Program. Each year, Vail Resorts contributes
more than $5 million to over 125 local organizations. Many of those 125 organizations can be found
right here in Eagle County, and a complete list can be found on the Echo website.
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Every year swarms of Vail Resorts employees take the time to give back in their local
communities. Employee Volunteerism is the third facet of Echo, and is something that can be done on
your own time, or used potentially as a team building exercise in your department. Whether you are
helping at the local food bank, or pitching in during Echo day restoring trails in the valley, there is
something out there for everyone. For more information on opportunities here in the Vail Valley, please
contact us in the Environmental Department or visit www.vailresortsecho.com. Environmental
Department: [email protected], 970-754-5898.
Lodging
Employee of the Month (Dec.): Stu Chaney from
Bear Paw Lodge
The Osprey at Beaver Creek’s own Executive
Chef Michael Wilganowski is competing this
weekend in the Master Chef Classics Master Chef
Challenge! At this spirited event competitors,
including Joey Campanaro, Jose Garces and
Stephanie Izard, will be given a surprise ingredient
and 20 minutes to create winning dishes. A Bon
Appétit host will provide play-by-play coverage
while guests enjoy complimentary sips, bites and
samples. Chef Michael competed last year and won
the competition taking home the Master Chef
Trophy. Come on out and support a fellow Beaver
Creek employee (there are still tickets available) or
swing by The Osprey Bar and wish him well. We are
very proud of Chef Michael’s accomplishments.
We want to hear from you! If you
are interested in writing a
story, updating us on exciting
news from your department or just
sharing some photos of you and
your co-workers…we would love to
hear directly from the employees.
Please submit content to [email protected]
HR Notes
Employee Engagement Survey
Help create the Experience of a Lifetime – complete the Employee
Engagement Survey! Kiosks are available in the HR office
Now – February 9th
Link:
https://insight.towerswatson.com/wix/p0434989.aspx
Log-in: Your Employee ID
Updates from Corporate Strategic Alliance
Helly Hansen Pro Deal!
Employees are now eligible to order from Helly Hansen online at 20% off
wholesale prices, with an annual limit of $750. Here are the guidelines for this
deal:
Taking advantage of the pro deal is easy. Simply go to your local HR
office and ask for a Helly Hansen Pro Deal Card. Then, go to
http://hellyhansen.promotive.com/ and enter the code from your card and an email
address. Employee e-mail addresses can be anything – it does not have to be a
Vail Resorts e-mail address. Then follow the steps to make your order. Happy
shopping!
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The pro deal is for personal use.
All pro form orders will be shipped UPS ground.
There are no backorders on pro deals.
All sales are final.
There will be no returns or exchanges.
A $2.00 transaction fee will be added to each order.
Please allow up to 2-3 weeks for delivery.
Applicable sales tax will be charged upon final billing.
Can you name the BC Avalanche Dogs?
Thanks Justin
for all of the
yummy food!
Submit the names for a chance to WIN $100
(minus applicable taxes)! Winner will be
drawn at random. Email names to:
[email protected]
Feed the Beav!
Below is a snap shot of the OPE
stories submitted for last week’s
contest. The winner was drawn at
random…CONGRATULATIONS JAMIE MOWER!
Own it, Personalize it, Elevate it
A guest called the Beaver Creek Adult Ski School toll free number and she was looking
for assistance in booking a group lesson for her child. She was frustrated as the
computer was not allowing her to book her lesson and rentals for her scheduled
vacation time and she had been transferred from Vail to Beaver Creek and was not able
to be helped by the recipient on the phone. When I reached the guest, she just wanted
a solution. She was traveling to Beaver Creek with her young daughter as a holiday
vacation for just the two of them. She was within the 48 hour window, so booking
online was not an option. I figured a way to reserve her lessons and rentals for her
daughter through advanced sales and was able to email her a confirmation through our
scanning system. She was very appreciative. In talking with the guest, I realized she
had never been to Beaver Creek or the Avon/Edwards area before. So I continued to
ask her questions about where she was staying and her plans for outside of skiing. She
actually wanted to know where a fun place to eat and take her daughter for a new
years eve dinner. So I recommended Etown as they have a kid friendly menu and had
decorated for the occasion. I also provided her with information for 4Eagle ranch as
they were having many activities for families that weekend and I heard her mention a
bit about dog sledding.
When we ended the phone call, she was so appreciative of all the information and
extra steps that were taken to give her piece of mind and a sweet taste for Vail Resorts
as a Company. - Jamie Mower / Beaver Creek Ski & Snowboard School
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Own it, Personalize it, Elevate it
The Pines Lodge- I worked for our Rockresort hotel before it was a Rockresort and knew the special value of the
hotel. We had a wedding there one summer that bought out most of the rooms. It seemed to be an emotional affair
as there was a lot of celebrating and what not. The day of the ceremony arrives and we received a call from the bride
stating a concern over her mother not wanting to go to the ceremony because it was too emotional and difficult for
her to be there. As I was talking to the bride, I informed her that we would do anything needed or desired to assist in
this scenario. After talking to the staff (team work is imperative in most cases to make a plan work) we came up with
a plan. The wedding party left to go to the ceremony and it was 30 minutes before the ceremony. We called the
mother’s room and left a note in the door stating that we had a car out front and a driver waiting outside her door if
she was ready to go (BMW loan a car program) if she changed her mind. She finally wanted and was ready to go. The
front desk called the driver and I knocked on the door, escorted her out to the car and got her to the wedding three
minutes before the walk down the aisle. I offered to take her to into the church if needed. The bride said that it
made the ceremony that much more by this experience.
Own It: The team took the responsibility of providing every way we knew to not create an embarrassing circumstance
by providing every possible solution.
Personalize it: We all had a role from the manager to the desk to the bellperson to the BMW intern. We made sure
we all knew the roles and made this happen.
Elevate it: We provided extra services that were not taken but knew we could do. We offered to be there for the
mother, we offered to have someone outside the door for anything and quicker response. We were willing to take a
high mark. ~ Todd A. Robinson / Property Manager
Own it, Personalize it, Elevate it
An Australian group came into ski school wondering how to activate there epic mix from an
international account (you need a zip code). They asked the person in the window next to me who
was not familiar with the product, and hearing this I chimed in. They were here visiting their
cousins and wanted to compare vertical feet. I took over called the help line waited on hold for
some time and was able to activate there account. I went over the basics of the program with
them and showed them how to navigate the website (I even showed them how to add vertical feet
to their day to freak out there family). In the end added them as friends on my account, making a
friendly connection and a memorable experience. Best, Josh Leach
What others have to say…
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HAPPY BIRTHDAY!
Check out these F&B deals:
Broken Arrow is serving a hot breakfast
every day from 8:30-10:30
The BABS- 2 eggs, bacon, turkey, cheese
on a Challa bun. $4 with the employee
discount!!
BC Starbucks for all VR employees: $1.00
coffee w/ own mug & 1/2 off breakfast
sandwiches all day every day until
President’s Wknd.
50% off at Beaver Crepes
30% off all bottles of wine at Toscanini
through February 6.
Newsletter brought to you by the ABC Street Team.
Please submit pictures/suggestions to:
[email protected]
Last chance to participate
in Employee Engagement
Survey
February– Employee EVENTS
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Beav!
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