Seminars at the ISKINY-PSAA EXPO
Subject to Change
An Insiders Tour of Automated Snowmaking in North America
Presented by Robin Smith of SnowConsult
Get an insider’s look with a photo essay, backed by performance data of 5 fully automated snowmaking systems in North America. This is the chef’s tour you never seem to find time for in the snowmaking season, so we will bring these trendsetting resorts to you. The presentation is a cross between “A Day in the Life” of an automated snowmaker and “Back to the Future”.
The New ANSI B77.1 2017 Ropeway Standard
Presented by Sid Roslund of NSAA
The next revision of the ANSI B77.1-2017 standard was approved May 11, 2017. This session will review the additions and changes in the new B77.1 Standard. This will be a great opportunity to ask questions concerning the new requirements and how they will be applied to your existing and new equipment.
Historical Ropeway Accidents and the B77.1 Standard
Presented by Sid Roslund of NSAA
Ropeway incidents and accidents have impacted the ski industry throughout the 57-year history of the ANSI B77.1 Standard. This is a must class to understand how these incidents have impacted ski lifts and how the B77.1 standard has evolved into today’s regulating document.
SANY Lift Training Maintenance Program Session
Presented by Tom Sanford, Doppelmayr USA and SANY LTMP Committee – Panel Presentation
This will be a panel discussion on what was learned over the past six years in the Lift Training Maintenance Program and the future of it and where it will focus next.
Best Lift Gearbox Maintenance Practices
Presented by Nick Chieppo / Dereck Yatzook of Artec Machine Systems
Learn how to best maintain your gearbox by monitoring its health with load distribution checks and lubrication maintenance.
Presented by Wayne Palmiter of Snomax
A scientific look at factors that affect snowmaking efficiency with a special focus on droplet size and how they influence snow production, snow pack longevity, durability and the ability to survive warm/cold weather changes. I kind of a Bill Ney, the Science Guy meets, snowmaking, including a live demo.
A Look Back at 2016/2017 and Ecommerce Best Practices
Presented by Dave Madden of Liftopia
Liftopia will recap the 2016-17 season pricing and e-commerce trends visible across hundreds of resorts and millions of customers on the Liftopia platform, focusing on the NY/NJ/PA region. Did the East Coast skiers come back after 15/16? Liftopia will also share tips on improving conversion in the ecommerce funnel for ski area websites to prepare for the season ahead.
Walking Through the Valley of the Shadow: A Practical Guide to Dealing With Bad News
Presented by Skip King, Reputation Strategies LLC
This is a special two-session seminar, presented exclusively for SANY/PSAA. In the first session, Skip will present a no-nonsense, proven approach that will help your resort’s communications team plan for and manage difficult conventional and social media encounters after a major incident. In the second session, you’ll learn about a systematic approach to crisis communications – involving every one of the myriad stakeholder groups that need to hear from you in the aftermath of bad news. Note: although the first session can benefit more than just the marketing communications folks, the second session is particularly recommended for GMs, senior Mountain Operations and HR personnel (in addition to the marketeers).
Attracting Newcomers – Boosting Your Results with Outside Resources
Presented by Mary Jo Tarallo of LSSM and Sam Rufo of nxtConcepts Ltd.
Partnerships and influencers can provide dynamic ingredients for any resort’s Marketing and PR plans to attract newcomers. Areas around the country have developed relationships and discovered additional resources that are further increasing the effectiveness of their outreach programs. This session will explore some of those examples and also a new strategy developed by Learn to Ski and Snowboard/Bring a Friend partners called The Triple Play. We have a unique opportunity this year with the Bring a Friend Challenge Weekend, Word Snow Day, and the Winter Olympics. Learn how these resources can help areas and retailers generate interest in snow sports and drive increases in new skiers and riders.
E4Soft User Group Seminar
Panel Session led by Randy Swain of Canadian Ski Council
In this session you will learn the in’s and out’s of the Passport redemption software by E4Soft. This is good for NY and PA ski areas alike and will instruct you how to use the software for Passport, Gold Pass and other redemptions. Including the ability to look up any redemptions, who should have administrative ability, and other items of the softwar that you use to redeem the I SKI NY and SkiPA Passport. Also discussed will be temporary SnowPass acceptance and more.
Facebook for Business is Evolving…Are You?
Presented by Samantha Rufo & Stew Jensen, nxtConcepts
When it comes to Facebook, there seem to be more questions than answers. Facebook LIVE, Business Manager, Social VR, Chatbots, Facebook TV… do these sound familiar? If you manage your ski areas’s Facebook page, they should.
Today, Facebook is so much more than a place to “like” your friends photos. Which is one reason it can be overwhelming and confusing for many businesses to know where to spend their time and money.
Why You Should Attend:
This program will provide you with applicable, immediately usable Facebook customer service and marketing skills, including:
• See Case Studies of the most effective and profitable ways to use Facebook.
• Answer the question – how do all the changes affect me? Now, and in the future.
• Get best practices for converting followers to customers.
• Find out how to do better customer service and not have to be online 24 x 7.
• Learn from discussions, live demo’s, and other resources.
Powerful & Practical Skills to Train & Coach Staff to Excellent Performance
Presented by Michael Brandwein
Terrific Training Technique
This session by a master trainer and best-selling training book author is packed with original, nationally acclaimed techniques, activities, methods and materials you won’t find anywhere else. Use them immediately to boost the effectiveness of your staff training. You can plug these into your existing training to increase engagement, full participation, motivation, attention, fun, interest, and knowledge retention. Teach practical skills to staff that they will use every day on the job.
CDOS: The Fast & Effective Method to Coach Team Members to Maximize Staff Performance
This session demonstrates how to have quick, consistent, and more frequent conversations with staff that focus on positive ways to celebrate what is working and identify goals to work on. You’ll learn exactly what to say and do to bring out the best in staff. Increase the credibility and effectiveness of feedback. Too often, only the most problematic people get “coaching attention.” With the simple and direct approach in CDOS, you’ll support everyone in continuing to grow, including the top performers we want to return. And imagine the difference in your programs and services if you can take folks in the “middle” and increase their skills and motivation.
How RFID Ticketing and Access Control Benefits Both the Resort and the Consumer
Presented by Michael Bisner of Axess America
We will review the different types of RFID technology that has crept into the everyday lives of the consumer and the opportunities this technology presents the ski resort operator to have a direct connection and platform to encourage repeat business and promote advance online bookings. RFID ticketing is no longer just about checking for a valid ticket, the data all departments receive from this technology will help you provide a better customer experience throughout your resort. Today’s consumer and their busy lifestyles have adopted this technology to make their lives easier paying tolls, buying gas, coffee and facilitating all types of transactions.
Active Shooter / Active Threat / Hostile Event Awareness Program
Presented by FBI Special Agent Joseph F. Metzinger
In this seminar the attendee will possess the knowledge and skills to understand the interrelationships between situational awareness and violent extremism, the nexus to lone wolves/lone offenders and their behaviors, reacting and responding to a threatening scenario, and law enforcement’s role after an incident. This will instill confidence and increase their chances of recognizing and effectively responding to an Active Shooter/Active Threat/Hostile Event scenario and enhance their understanding of law enforcement’s response to these incidents.
Instructional Objectives: At the completion of this training, the trainee will have the confidence to:
* Define an Active Shooter/Active Threat/Hostile Event and what separates these from what may be considered “traditional criminal actions”.
* Explain the nexus between past and current domestic and international and localized events and the copycat, or contagion, effect that influences Active Shooter/Active Threat/Hostile Event scenarios.
* Describe the influence that violent extremism has on individuals with a propensity for being a violent actor.
* Understand how Active Shooters/Active Threats/Hostile Events can range from Workplace Violence matters to the targeting of campuses, schools, hospitals, places of business, outdoor venues, etc.
* List the inherent vulnerabilities and challenges associated with Active Shooter/Active Threat/Hostile Event scenarios that exist at potential targets such as campuses, schools, hospitals, places of business, outdoor venues, etc.
* Explain the behavioral characteristics and common motives that define Active Shooters/Lone Offenders, different types of threats, and how they may be perceived.
* Describe the differences between Active Shooter/Active Threat response options such as Run, Hide, Fight, ALICE, “The 3, 5, or 6 Outs”, and others, and how these options are evolving, and how they can affect law enforcement response.
* Relate what a targeted population should expect with regards to investigations in the immediate aftermath of an Active Shooter/Active Threat/Hostile Event incident.
* Appreciate the benefits of exercises and drills to instill confidence and efficiency when reacting and responding to an Active Shooter/Active Threat/Hostile Event scenario.
The More You Know: Ski Industry Intelligence
Presented by Dave Belin of RRC Associates
Come learn about some of the most important findings and intelligence from ski industry research, including the Kottke End of Season Study, Beginner Conversion, National Demographics, and more. Dave Belin, RRC’s Director of Consulting Services, will put this season’s results into context, nationally and regionally, giving you a broader understanding of the overall industry and identifying opportunities for the coming season. Topics covered will include total skier visits, patterns of snowfall, demographic changes in key ski markets, beginner conversion strategies, the economy’s effect on capital spending, and growing revenues from summer.
Beyond The Numbers – Net Promoter Best Practices.
Panel Seminar led by Scott Hannah Guest Research Brief Introduction
On the Panel will be Liz Mezetti of ORDA, Ryan Bird of Windham Mountain, Chris Dudding of Roundtop Mountain, Brian Czarnecki or Dru Brooks of Camelback Resort.
Since it was introduced to the ski industry 11 years ago, the Net Promoter Score® has disrupted ski industry research by changing how, when and where the guest experience is measured and shifting the focus from measuring satisfaction to measuring loyalty. As “Net Promoter Score” has evolved into a “Net Promoter System” of Best Practices, it has also provided a critical operational management tool to enhance the guest experience and boost revenues through increased repeat and referral business. While most ski resorts do measure their guests’ likelihood to recommend their resort, many have yet to tap its full potential. Our panelists – hands-on practitioners from Camelback, Roundtop Mountain Resort, New York Sate Olympic Regional Development Authority and Holiday Valley – will share the impact NPS has had on their resorts, how their resorts are using NPS, and their key Best Practices. This session is designed for operations, marketing, human resources and finance professionals.
F&B – 3rd PARTY VENDORS – Why, Which and How to create a Win-Win-Win (Resort – Guest – Vendor).
Presented by Peter Creyf of Waffle Cabin
Why it may make sense to bring in a 3rd party F&B vendor Not all 3rd party vendors are the right fit within your resort; not all products are a right fit. How do decide which are ? What are the basis of a win-win-win? BONUS – How your department can create more added value to the resort with 3rd party vendors (and make you look good while increasing F&B profit)?
General Manager Panel Q&A
Led by Dennis Eshbaugh of Holiday Valley Resort
A panel discussion of issues in running a ski area. On the panel will be Dennis Eshbaugh of Holiday Valley, Chip Seamans of Windham Mountain, Lauri Jones of Seven Springs, Eric Flynn of Liberty Mountain Resort and Rebecca Sampson of Mount Peter Ski Area.
Solving your Staffing Troubles with Foreign Talent with a discussion on the Immigration Impacts on the Ski Industry by the new Administration
Presented by Keith Pabian of Pabian Law
Learn how employing foreign nationals can ease and solve your seasonal staffing struggles. Attorney Keith Pabian will present on visa options for the ski industry, the role of H-2B and J-1 visas in your organization’s staffing strategy, as well as year-round visa and green card options. Keith will also provide an update on the immigration impacts on the ski industry of new administration.
NSAA Fall Education Series Workshops covering Risk Management
Collision Course: A Renewed Focus to Protect Guests and Resorts
Collisions are the most common cause of serious injuries and fatalities in the ski industry. This doesn’t just impact the reputation of our sport’s safety (it seriously does); it can also impact your bottom line. Congestion and volume issues, trail design, off-duty employees, on-mountain vehicles, drug testing, guest etiquette—all can arguably be used to backdoor a resort into otherwise bogus claims. In this session, we’ll explore creative ways resorts are improving their operations to minimize collisions and resulting claims, including challenges with on-mountain vehicles, one of the most expensive claims facing some resorts. We will also unveil a compelling new industry-wide safety initiative designed to raise the awareness of reckless skiing, and the role that ski patrol, and all mountain professionals, can play in preventing collisions.
Industry Legal Update: Regional and National Issues
While all four sessions of the NSAA fall risk seminars will highlight specific legal issues, this session is dedicated to recent claims and litigation against ski areas—both regionally and nationally—and how these claims relate to your daily operations. In addition to traditional skiing claims, we will also explore recent issues involving summer activities, a growing trend in claims for the industry, including both good and bad examples of how to structure your non-winter activities and attractions. In addition we will address liquor liability, changes in release laws, the growing value of surveillance, the importance of improved investigations (especially in the terrain park), airbags, ADA updates, and state-specific issues.
The Case for Safe Mountain Work Environments: The Escalating Human and Financial Toll
This past season the ski industry experienced an unprecedented number of employee fatalities and catastrophic injuries—leaving us squarely in the crosshairs of OSHA. Emphasizing workplace safety is one of best opportunities for a significant ROI for your resort, and we’ll examine the costly human and financial impacts to our ski areas. As we review some of these incidents, we will also examine important changes to OSHA regulations that need to be on your radar, from helmet mandates, filing requirements, hazard analyses, and manufacturer recommendations. A culture of workplace safety directly translates to overall guest safety, improving all department bottom lines.
Message Control: How Mainstream and Social Media Can Impact Your Operations
Ski areas are too often the unfair target of negative media, but our resorts and the industry have tools available to protect ourselves, both from claims and impacts to our reputations. But as social media continues to explode, ski areas are more exposed—from lift incidents, catastrophic and fatal accidents, even hang ups with backpacks. This session will examine tools for crisis communications, how resorts counteract this negativity with positive messaging, and novel ways ski areas are using social media to their advantage with potential claims. We’ll also explore the pros and cons of GoFundMe drives, and how sincere efforts to work with families of those seriously injured can reduce claims and improve your resort’s community reputation.
Marketing and Risk Management and Legal Compliance
Presented by Dave Byrd of NSAA.
This session would focus on some recent incidents in the ski industry from a sales and marketing standpoint, and look at compliance issues with federal consumer protection laws that come into play with all businesses.
Reducing workplace Injuries and Workers’ Compensation Costs
Presented by Ryan Lavoie of Peak Resorts and Lonny Whitcomb of Snow Time Resorts
Understanding how safety culture, compliance, and cost are directly related will lead your resort to a reduction in injuries and eventually, premiums. Implementing positive pre-loss and critical post-loss efforts are the fundamental drivers in achieving your resort’s goals – whether it’s improved safety culture, increased compliance, or reduced costs. We’ll share pre-loss efforts at the resort level and post-lost efforts involving the carrier which have produced results at a variety of ski areas from day use to destination resorts.