Vail Resorts

Vail Resorts, an operator of ski resorts in the United States, Canada, and Australia, engaged Integrated Insight to help redesign the Ski and Snowboard experience. The project included end-to-end analysis and recommendations – from the time guests book a reservation online, by phone or in person, to the completion of their instruction, return of equipment, and post-instruction communication. The process was analyzed for operational improvements; introduction of technology solutions to improve processing time and guest flow; scheduling of over 1,000 instructors in both group and private instruction; and special care for children as young as three (and their parents) as they take their first ski instruction.