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THE LONG VIEW NEWS
(For Supervisors & Salaried Employees)
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Dear Fellow Supervisors and Salaried Employees,
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In this edition of the Long View, we introduce the Leader’s Playbook. We first mentioned this new resource at the Leaders' Workshop as a learning toolkit full of leadership and management skills building and resources. The playbook summarizes the areas we discussed in the Leader’s Workshop and offers additional resources to build on the skills and concepts we covered. This is not meant to solve every leadership problem, but rather to serve as a thought provoker, a guide, a reminder of sustainable leadership practices, and a link to new ideas to grow your skill set. It's also a dynamic working document where we'll regularly add new and updated information as well.
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I want to especially call your attention to the “Oh-No” chapter, which provides step-by-step guidance for the moments we dread, like responding to an employee under the influence. We'll continue to add more practical resources like this. My other favorite part is the finance video in Drive Results, which breaks down our financials into easily digestible chunks (I’ve watched it twice already). It's a must-see for any new supervisor.
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Whether you attended the Leaders Workshop or have a new supervisor who could benefit from some training and support, I hope you find the Playbook and the rest of the content in this newsletter beneficial. Leading humans is complex and sometimes challenging. I salute you for your openness to growth, struggle, and triumph and for the positive impact you have on those you work with who are better parents, partners and friends because of you.
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Director of Engagement & Development, Human Resources
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LEADERS' WORKSHOP PLAYBOOK
Born out of this fall's Leaders Workshop, the Leaders Playbook is both a summary of important leadership principles discussed in this workshop and also a resource for further learning. This is a dynamic, active resource that we will continue to enhance and improve. Have a resource you think would be great to add? Send it to [email protected].
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LEADERS WORKSHOP FOLLOW-UP
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ASC is in the process of creating and scheduling follow-up courses to the Leaders' Workshop. Stay tuned!
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RECOGNITION UPDATE
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ASC is in the process of creating a new recognition program, which is why you haven't seen any $10 vouchers this year. We hope to roll this program out soon to all parent company and mountain employees (Hospitality has its own program). In the meantime, we're designing a Recognition Postcard for managers to hand out to their employees to thank them for acts of service, attitude, and values. If you would like some postcards to hand out to your employees, please fill out this quick form to let us know how many to interoffice mail to you. We'll send them out as soon as they're printed.
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ENGAGEMENT SURVEY TIME
A pulse survey is a quick, real-time gauge of employee sentiment that can show trends in shorter pulses of time than an annual survey. Last Friday, we sent a pulse survey to every employee with six short questions. Over 800 employees have responded so far. The pulse survey will close end of day on Monday, Jan. 16, and we will shortly thereafter share department-level data with you (we're aiming for next Wednesday). Please encourage your employees to take this quick survey. Use this information to prioritize, set goals, and communicate with your staff. We will continue to send more pulse surveys monthly moving forward.
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UPDATE ON THE ANNUAL EMPLOYEE ENGAGEMENT SURVEY | Launches Feb. 1
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The annual employee engagement survey will run February 1-15. Last year we had a 70% completion rate. We're shooting for 100% this year but will settle for 80%. We can't get there without your help in encouraging your staff to take the survey.
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If you have five or more employees, you'll have access to a dashboard that shows you what the anonymous feedback for your department is. If you have less that 5, your data will roll up to the manager above you. The week before the survey launches, we will hold a Zoom session on three different dates to share with you how to read and use your dashboard. If you're new or need a refresher, plan on attending one.
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Meeting ID: 999 3894 0707
Passcode: 498793
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Information the Engagement Survey will be housed here and accessed via the Supervisor Portal.
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SAFETY
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The month of January is dedicated to promoting skier and rider responsibility and mountain safety. In the recent pulse survey, several employees mentioned skier/rider safety as a concern. Please take some time to refresh your staff on the Skier/Rider Responsibility Code here and do a refresher on your safety procedures. Learn more at NSAA.
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INCLUSIVE BATHROOMS
Does your building have a private bathroom (either guest-facing and/or employee) that would benefit from inclusive signage? Email [email protected] with the name and address of the building and the location in the building of the private bathroom that you are proposing to receive inclusive bathroom signage. For instance, if there is a guest-facing "family bathroom" that could be converted to inclusive signage or a private gender-specific bathroom space that could be switched to inclusive, let us know. We welcome your thoughts.
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Also, just a reminder that you can add pronouns to your ASC email signature and employees can choose from four gender options in Kronos. More information here.
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SAVE THE DATE: MIM on FEB. 9
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The next Managers Information Meeting for all salaried employees is scheduled for Feb. 9 at the Base Village Conference Center. As soon as the logistics are finalized, we'll be sending out a formal invitation, so hang tight and save the date!
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VOLUNTEERS NEEDED: Gay Ski Week
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Our Gay Ski Week partners are still looking for volunteers. Volunteer shifts are needed for the hospitality suite January 18-21. Shifts are 8am-11am and 3pm-7pm at the limelight Aspen. If interested, reach out to Tracey Osborne at [email protected]
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BULLWHEEL UPDATE: FINAL CALL FOR COURSES
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We are in the process of choosing exciting new courses for the BullWheel, our learning management system! We hope to have many new courses uploaded around the beginning of February. This is your last call to check out the offerings that have been up for the past year, as some courses may be replaced by new content. Visit the BullWheel now. If you've got an idea for a course we should look for, please send it to [email protected].
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MAKING NPS SCORES & GUEST FEEDBACK ACTIONABLE
How do you share NPS and Guest Survey feedback with your employees? It’s important not to just send it out to them with platitudes about whether a score went up or down. Guest feedback—both positive and negative—is an excellent opportunity to refresh and reinforce specific services skills that ensure a high level of service. Use these scores as a positive, forward-facing opportunity to highlight what your staff can do to ensure an excellent guest experience.
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- If the feedback is positive, call out the specific guest services skills or actions that led to that positive outcome and encourage the team to continue.
- If the feedback is not positive, emphasize the learning gold nugget buried in the bad experience: “We can learn from this guest’s experience by doubling down on doing x ….”
- If you are simply referencing an NPS score, use it to engage your employees on ways they might be able to move the needle. Ask for their feedback!
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And make sure your employees know that we do, in fact, collect guest feedback data from across the resort, that we use it to goal-set, and that employees are regularly called out by guests for their actions-- both the good and the bad. You can read more about NPS Scores in particular here.
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