Ski resort mountain cams have become standard features on ski area Websites, and we’re incredibly grateful. Seeing a real-time look at the snowfall on the snow stake, the lift lines at the base area, and crowds at the lodge provides important knowledge we skiers and riders rely on to make smart decisions about the ski day ahead.
Knowing the amount of snowfall, the actual weather and wind, the crowds, the true conditions, and which trails are open or closed impacts what clothing and gear we bring, which goggle lenses we use, which boards we ski, even which car we need to drive to the mountain – or whether we use the shuttle bus. Keep the ear flaps inside the helmet or remove them on a warm day? Wear the extra layer or stash it in a locker?
Don’t worry that we’ll stay home if given extra information – we’re going skiing regardless. We just want to know certain pieces of information to make sure we’ll make the smart decisions that ensure we’ll get the most joy out of the day on the slopes. Dress three kids for a day on the mountain based on incomplete information and then tell me how much fun everyone is having! And to think many ski industry professionals wonder why so many first-timers never come back.
Real-Time Information Promotes Smooth Guest Experience
In the interest of serving skiers and snowboarders everywhere and helping ski area managers provide the best guest experience possible, I’d invite ski resort managers to take a look at what’s being shown on their webcams and consider how much value each of those perspectives offers their guests. Then consider how the webcams might be moved or repointed to better answer the most frequently asked questions that resort staffers face day after day. It’s natural for the marketing and PR teams to highlight key assets such as a base area gondola, restaurant, or tubing hill but promotional value needs to be balanced with what the customer truly values and wants to see.
At one of my favorite ski resorts, Winter Park – Mary Jane, so many people ask anyone wearing a Winter Park jacket if the Panoramic Express lift is open that it’s become a running joke on social media. Yet none of the webcams show the Pano lift. Is it open? If it is, how long is the line? You’ll never know for sure unless you go. Similarly, it would be a great help to know if the Vazquez Cirque is open and if the sled is running via webcam. If it’s closed, we can avoid a trip up Pano and help minimize crowding in that area. Webcams pointing at Winter Park’s G parking lot and Mary Jane’s Utah Junction lot would be a great help in deciding on which side of the resort to start (and end) the day. In fact, I’d expect that if we skiers and snowboarders had access to this real-time information, it would help spread the cars more efficiently and ease the morning crowd flow at both base areas and lifts.
At a local favorite ski area, Blue Mountain, Pa., resort managers have increased the number of webcams to six. It’s vital to see the crowd levels at the Valley base area – well done! Now, can we see the bumps on Barney’s Bumps? Can we see some of the terrain features on Come Around? Even better, how about the situation in the rental shop and the seating availability in the base lodge? I’d be happy to take a few more runs before lunch to avoid the heaviest crowds.
Revealing the Complete Picture Sets Proper Expectations
It has become so easy and inexpensive to install webcams yet few ski resorts are using enough of them or pointing them at the truly useful locations to improve the guest experience as fully as possible. Instant access to more real-time information eliminates much of the angst and uncertainty people experience when trying to plan for a day on the slopes. Really, we’re skiing anyway – if we see it’s especially windy, we’re still skiing but we’ll know how to dress and still make it a fantastic day. Withholding or otherwise providing incomplete information sets the conditions for a negative experience before anyone even arrives at the mountain while access to complete information sets realistic guest expectations. This defuses any outrage before it can go viral on social media.
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