winter park resort rentals the base is the place! 4 locations, 85 staff over 3000 skis and...
TRANSCRIPT
Winter Park Resort Rentals
The Base is the Place! 4 locations, 85 staff Over 3000 skis and snowboards Around 50% market share of rentals 61 NPS, second highest in Intrawest Largest, newest fleet in the community Investment of over $1m in new gear over the past two seasons Only Robot Tuning in the county Only rental shops at the base of Winter Park Resort
Brand Pillars Exclusive Slope Side locations No hassle travel solution One stop shopping Someone you trust
Positioning Statement “Eliminate equipment hassle from your worry list with Winter Park
Resort rentals. Whether you are coming for the day or the week, nothing beats the convenience of our ski in, ski out on-base locations where you never have to lug your gear anywhere. Book ahead to save time and money, but book with us to save the equipment hassle”
Locations• West Portal
– Walk in specialists– “Day of” ski and ride rentals and prebooks– Custom Delivery pick up– Group location
• Village– Open till 9– All prebooks including “night before” ski and ride– Ice Skates– Snow bike tours
• Children's Center– Ski and ride lessons only
• Jane Shop– Walk in everything (except clothing)
Winter ParkNet Promoter Score - Rental
(Question: "How likely is it that you would recommend this resort to a friend or colleague?")
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Net
Pro
mo
ter
Sco
re
(% P
rom
ote
rs -
% D
etr
ac
tors
)
Confidence 95% Confidence 95% This Period YTD Resort Target
Mar 30-Apr 5,
Two Strategy Questions
WHAT DO OUR GUESTS TELL US WE NEED TO IMPROVE ON?
WHAT CAN WE DO THAT OUR COMPETITIORS CANNOT MATCH?
Voice of Customer
Attribute
Level Of Dissatisfaction
Speed of Service .670
Quality of equipment .653
Value for price paid .632
Condition of equipment .619
Rental employees’ product knowledge .614
Helpfulness of rental employees .602
Variety of ski/snowboard equipment choices .600
Friendliness of rental employees .574
Fit/comfort of boots .541
Ease of return of rental equipment .535
2009 -2010 Business Initiatives Continued Large Capital Investment in Equipment
Replace 80% of all sport and performance skis and boots Replace 80% of all Junior skis and boots 1500 new ski poles
Speed of Process Improvements Implementation of new head rental system New labor scheduling model New operating hours
Custom Delivery Service Boots custom fitted in your accommodation Delivery of prebooked tickets and ski and ride registration Slope side pick up and storage of skis and snowboards
New Pricing Multi day pricing options Value add ons (kids rent free etc) Retail advantages
Introducing Winter Park’s Only …..
Custom Rental Delivery Service
Delivering the Mountain to you
TicketsSki and RideCustom Rental FittingSlope Side Storage and Service
The Base Is the Place •Exclusive Slope Side locations•No hassle travel solution•One stop shopping •Someone you trust
Other Rental
• MAC – Demo Skis, Smith Retail, Spyder Retail– Located in the ZML Riverside
• Showcase– Demo Snowboards, Snowboard retail, Dark
Territory video and sign up– Located in the ZML Riverside
Tuning and Storage
• Public Tuning– West Portal (robot tuning)– Jane Shop
• Public Storage– Under balcony house – $5 overnight, discounts for multi day
• Only WPRR guest store at WPRR (free)
Retail Locations