Vail Ski Resorts
Vail Ski Resorts
The case study has different types of systems including, physical, computer-based, and organizational systems. The physical system is characterized by availing of the ski resort to the different visitors who look for an experience at the premise. The physical systems also comprises of the tangible elements within the resort like machines, structures and utilities. The computer-based system is responsible for the communication, enablement, and reliance of operations within the resort. The flow of communication between the resort’s management and that of the users is dependent on the computer availability. In addition, the operational basis of the physical elements including the capacity gondola is managed by the computers. Organizational system is responsible for ensuring the carrying out of the operations for the ski resort. The system is comprised of management, the ski attendants, and workers, staffing personnel and the visitors to the resort.
The systems described above enable the operations of the business to be enhanced through efficient cooperation. For example, the computer-based entities facilitate easier communication and reliance between the management, staffing personnel and the visitors to the resort. Through the radio handsets, tracking and fast reaction to any mishap or occurrence within the resort’s premise is made faster. Organizational systems create an efficient business operation especially with the inclusion of the visitors. There is a systematic organization in terms of the activities, attendance, and flow of information, response, and feedback into the management of the resort. In addition, the physical system ensures that detailing of the customer requirements are catered to at all times while providing reliance. Reliability is also provided for especially with the customer details, particulars regarding their mainstay at the resort and future engagements between the different parties.
The three systems help in the decision-making process for the resort’s management. The three different decisions that can be made from the systems include planning, communication and marketing decisions. In terms of planning, the physical system can ensure the management adds more space to the gondola capacity or development of a new skiing facility within the existent ones. In terms of communication, the computer-based systems are essential in decision making towards the reliance and feedback from the customers. For example, the management should include the back-up services of particular information and data from the clients within their records. Marketing decision that can be made from the organizational systems include the need t carry out more advertisements. For example, the management can increase outreach through social media and incorporating added ski public figures to increase the awareness of the packages used for visitors.
It is important
for guests at Vail Mountain to have an experience as it translates to the results
of the management. Buttle (17) argues that positive customer experience
increases the satisfaction, as they are the propeller of the business. It also
fosters repeat customers as well as increasing customer loyalty. Through the
trusted systems, customer retention is made possible while new ones are even
attracted to the facility. It reduces customer churn while creating a
competitive advantage especially with rivals and direct mechanism of
satisfaction. Due to the comparisons made by customers on the experiences, Vail
Mountain Resort will have the edge thereby facilitating better strategies for
increasing new customers. It also ensures revenue and sales are progressed
while guest relationships are strengthened. Positive guest experience in the
Vail Mountain Resort enhances gains across the board for all stakeholders.
Buttle, Francis. Customer Relationship Management: Concepts and Technologies. Amsterdam: Butterworth-Heinemann, 2009. Print.
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