A Story of Outstanding Leadership at a Ski Area
I’d like to share my experience working with a ski area that is now a client of MountainOffice. The General Manager (GM) of this ski area is a prime example of effective leadership. My inspiration to share this story came while reading an interview about the CEO of The Waters Company in Boston, MA, titled “The Building Blocks of Transformation.” As I read, I immediately thought of the GM—let’s call him Jack (names have been changed for privacy).
I have known Jack for several years through ski conferences and mutual friends. One day, Jack reached out and asked if I could help develop a daily revenue report for the ski area. I agreed, and this gave me insight into Jack’s leadership style.
Jack had a clear vision for the ski area’s future and a strategy to achieve it. The ski area was well located to serve a large urban market but needed infrastructure improvements. Fortunately, it already had a strong brand and reputation, which gave Jack a solid foundation to build upon.
To realize this vision, Jack began the transformation process right away. Although Jack may not have known the term, he instinctively applied the “Three Cs of Transformation”: competency, courage, and compassion. Jack focused first on building the right team, seeking out skilled individuals and empowering them to make decisions in their areas of expertise. Jack valued courage—team members who understood the vision and could act decisively. Compassion was also key, especially in managing front-line and seasonal staff.
If you had asked Jack about company culture at the start, he would have laughed at the idea. Yet, Jack fostered a culture of engagement and open communication, which proved invaluable. When I first helped with the revenue report, I was impressed by the management team’s competence, willingness to speak up, and genuine care for the staff.
Later, I met with the same team to present MountainOffice. They were united in their vision and thorough in their evaluation. Initially, MountainOffice didn’t meet their needs, but as the product evolved based partly on their feedback, the ski area reconsidered and ultimately adopted it. Notably, it was the team—not Jack—who made the final decision, reflecting the trust and autonomy Jack had instilled.
This brief account doesn’t capture the full scope of Jack’s success. The ski area has achieved steady growth and completed major infrastructure upgrades, fulfilling Jack’s original vision. I’m sure Jack continues to refine that vision. If I were ever to own a ski area again, Jack would be my first choice for GM, though I suspect he is too loyal to the current owners to accept. My only question for Jack is: Have you started developing your successor?
Transformational Leadership in Action at a Ski Area
What drives sustained growth and success in the ski industry? Jack’s story shows the power of:
Setting a clear vision and strategy
Building a team with competency, courage, and compassion
Empowering people to make decisions and trusting their expertise
Fostering a culture of engagement and open communication
Embracing feedback and adapting for continuous improvement
By focusing on these principles, Jack transformed a ski area, achieving year-over-year growth and major infrastructure upgrades. Effective leadership is about inspiring and enabling others to achieve a shared vision.
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Conclusion: Key Lessons in Leadership
This story highlights several essential leadership qualities:
Vision and Strategy: Jack had a clear, actionable vision and a plan to achieve it.
Building the Right Team: By prioritizing competency, courage, and compassion, Jack assembled a team capable of driving transformation.
Empowerment and Trust: Jack empowered team members to make decisions, fostering trust and autonomy.
Culture of Engagement: Open communication and genuine care for staff created a positive, productive workplace culture.
Adaptability and Growth: The willingness to evolve and incorporate feedback led to sustained success and growth.
Ultimately, effective leadership is about setting a clear direction, building a strong team, and creating a culture where people are empowered to contribute and grow. Jack’s approach serves as a model for anyone seeking to lead transformational change in their organization.