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A Pass to Play
Whistler's Spirit Pass is not just a key to the mountains; it's a key to the town's success
by Dorothy Raffo
Page 8 of 8
"I have to take this opportunity to remind you and to urge you to support your staff either as new or seasoned participants in the Program. They cannot meet the ideals of good customer service in a vacuum, but only with your constant support and back-up."
By 2001, they had put a staggering 20,000 people through the program.
In 2006 the Whistler Service Strategy was formalized and the three-part mantra of: Connect. Assist. Exceed. was developed.
A year later Whistler Blackcomb also adopted the tag line for their service training.
"As part of the larger resort service strategy, the Spirit Program has developed significantly over the years into a key component of the success of the resort community," says out-going Whistler Mayor Ken Melamed. "The RMOW has always been a major supporter of the program and sees excellent value from our annual investment in service programs including the Chamber, Village Host and Visitor Information Centre."
So what can we expect for the future?
There can be little doubt that the Spirit program has become an important part of the culture of success for Whistler over the years.
And as we continue in times of economic uncertainty we can all understand the value of being a step ahead of the game. While some may question the investment made in the program few would argue that investing in customer service is not an important factor in the growth of this resort.
Perhaps Allison says it best: "Whistler has been known as a welcoming place to visit and this begins with the meet and greet of the front-end staff and all those involved in the delivery of the end product.
"Regardless of the weather, snow conditions, or how the food tasted, the customer service we provide will leave a lasting impact, negative or positive on our visitors and ultimately affect their decision to return again."
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