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SKIVT-L  March 1999, Week 2

SKIVT-L March 1999, Week 2

Subject:

ASC dval news letter

From:

"[log in to unmask]" <[log in to unmask]>

Reply-To:

Vermont Skiing Discussion and Snow Reports <[log in to unmask]>

Date:

Tue, 9 Mar 1999 09:28:49 -0500

Content-Type:

text/plain

Parts/Attachments:

Parts/Attachments

text/plain (16 lines)

The following is a letter to the editor published in the Deerfield Valley News:

To the Editor:
An open letter to Mr. Les Otten, C.E.O. American Skiing Company and the management personnel at Mount Snow:
Recent press releases put out to reassure the local community that your company is stable and that the financial difficulties you face are mostly the result of bad weather, were less than reassuring. Measures taken here to "improve the efficiency and structure at some of our resorts" amount to a Band-Aid approach to try to squeeze more money from this area (which used to be referred to as the "cash cow" of the ski industry) to help cover the enormous amount of debt you have amassed.  Nobody can deny that this has been a bad winter. Prudent management looks ahead, sets aside money for extra expenses that may occur as a result of bad weather. Your management has spent millions of dollars on real estate development, some of it unnecessary and ill-advised, in an effort to produce an A.S.C. "cookie cutter" resort complex. Little provision was made for extra money needed just to provide the basic, important amenity that brings the public here in the first place...the good skiing. They come for the good snow, natural or man-made, hopefully well-groomed. All of those other things are secondary.  The hotel, had it been the well-built luxury hotel you promoted, may have enhanced the area. The disappointing construction results, the disorganized management and an already dismal reputation for food quality, pricing and service have not lived up to anyone's expectations.  Building an on-mountain steak house may have been a good idea in areas where the surrounding towns offer little dining. Building one here, with an entire valley full of good, established restaurants, was unwise. Some $800,000 could have been saved there. The Discovery Center at over one million dollars could have been introduced gradually, using space available by the departure of the ski shop. The new building could have been built later when you had the money to spend.  Moving the ski shop from the base lodge was not a smart move. Between two and six thousand people move through that lodge on any given day.  Now it's stuck in the hotel where there are, at best, several hundred people moving through, where there is little parking and inconvenient access, and sales are down.
Your new medical facility location is more difficult and time-consuming to drag a sled to from more areas of the mountain. If I were to have a serious injury or a heart attack on the North Face, the extra 10 minutes required to transfer me into an unlicensed, uninsured medical transport vehicle  to get me across the flat to that medical office, might make a serious difference in my medical outcome.
Your "no overtime" policy is short-sighted when it comes to care and grooming of the mountain. During the last few weeks, your trail maintenance has been excellent, but prior to that, it was evident that you were spending neither the time nor the money to keep the mountain in good shape for safe and fun skiing. A.S.C. "signature snow" is laughingly referred to by most people as "blow and go snow." If the lifts are supposed to be open at 8 am, and you have ice, the lift staff has to come in early to prepare.
Go to Stratton and Okemo on a weekday and see where your customers have gone. Instead of requiring your managers to sit through endless meetings, listening to your party line, have them ride the lifts and listen to what people have to say about the changes and what they think about the impact it has had. Talk to people and you will get honest, realistic feedback as to how dissatisfied they are with your product and your service.
Your experienced department managers realize what is required to do the job right. Many of them punch out and stay on their own time to finish the job right. Many are taking work home with them and they are neither paid, nor recognized for their extra effort.
Your management-by-decree policies eliminate the valuable feedback and suggestions from long-time loyal employees and customers.  The morale throughout your organization is worse than I have seen in the 33 years I have been associated with Mount Snow. The result is that you have lost, either through resignations, layoffs or firing, many of the most experienced, knowledgeable and dedicated workers you had. That is your loss, though you do not seem to realize it.  Eliminating your tenured and higher paid employees may produce a savings to you short-term. When you replace them with lesser paid and inexperienced people that can't begin to understand what it takes to do the job right or answer questions, it definitely does "impact your ability to take care of your guests." 
The amount of dissatisfaction and ill-will you get back from those frustrated customers hurts you more than you seem to realize. People who come on pre-arranged, pre-paid packages, have to stand in long lines, only to be shuttled elsewhere when they reach the head of that line to stand in another one somewhere else. Walk around and listen to the families trying to get tickets and equipment and their clinics set up.  You will hear a lot of "I am never coming back here again!" or similar remarks.
Raising ticket prices when sales are off does not follow any rule of sensible business management. Your competition is too close and too good. People don't have to come here when they can get better service and a better product at lower prices elsewhere. Your reckless over-spending here and elsewhere, has left you in a position where you do not have enough capital to run this area well or efficiently. You are understaffed, ill prepared to cope with changes or problems and disorganized. That is apparent even to the occasional visitor.  Every bad decision you make impacts all the businesses in the valley.  Small businessmen can wait months to be paid for the work they do for you.  
Prior to January, there were instructors and demo coaches not being paid on time. Paid ski patrollers are kept to no overtime and laid off prematurely, counting on volunteers to fill in. Rescue department responsibilities are tremendous. Some of the volunteers are highly experienced but it is the paid core staff that needs to keep the mountain, equipment and technical skills in tip top shape.  Lodge owners are facing cancellations not only because of bad weather but also because of bad press and negative word-of-mouth from customers dissatisfied by Mount Snow. Your management decisions directly effect a large number of people in a company town like this.  It is for all these reasons that I am writing to ask you to give serious consideration to selling off Mount Snow and Haystack.  This mountain does have many good things going for it. Other owners have damaged its reputation, but with good management, it always comes back because the physical property and its location are good. The debt that you have attached to it will make it harder to sell, but I urge you to try to sell it without attaching it to other mountains as a package.  Any influx of cash will help in your developments elsewhere. Corporate management of an area such as this cannot succeed without good interactive relations with local business leaders and organizations, some show of loyalty to employees and a measure of good will and trust on the part of the community and the public.  You no longer have any of those things going for you.  Perhaps elsewhere you've used better judgement and tailored your development more individually. Speaking for myself and many others who feel as I do, A.S.C. on the whole has not been good for this valley.  Please divest yourself of this particular acquisition and concentrate your efforts elsewhere where they might be more appreciated.  Thank you for your attention.
Susan M. Spengler
Wilmington

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