Exceptional Talent Management Drives Exceptional Customer Service - Business Results
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Exceptional Talent Management Drives Exceptional Customer Service

Exceptional Talent Management Drives Exceptional Customer Service

Case Study: Canyons Resort

Canyons Resort is the largest ski resort in Utah with a vision of becoming the #1 four-season mountain resort in North America. To deliver on this mission, Canyons developed a selection process that could support the corporate directive of providing an exceptional guest experience through exceptional customer service. Predictive Index® was chosen to ensure strong job fit from point of hire. The results are impressive.

“It is all about the customer experience and that starts with having the very best people working for you. The Predictive Index has played a key role in helping the Canyons in selecting and managing our employees for the very best outcome, supporting our mission to be the finest four-season resort in North America.”
– Greg Merrick, VP of HR, Canyons Resort

Highlights:

  • Employee Service levels grew to a high of 9.6 out of a 10 point scale.
  • #1 for Employee Friendliness- no other ski resort in North America outperformed the Canyons.
  • Net Promoter Score, which measures customer loyalty, went from the low 60s to the 70s.
  • Return Rate of seasonal employees grew to 64% from 42% from the previous year
  • Retention rate of permanent employees is at 70%
  • Voted #1 Best Place to Work in Utah

Company:

Canyons Resort is the largest ski resort in Utah, the third largest in the United States. Located on 4,000 acres in Park City, the resort operates 12restaurants, three hotels, a private club and golf course with vision of making this renowned ski resort the #1 four-season mountain resort in North America.

Challenges:

To consistently deliver on this mission, the key was to ensure strong job fit from point of hire and throughout an individual’s employment with the Canyons. Given the nature of the resort industry, however, the number of employees fluctuates dramatically season to season. At a high, Canyons Resort supports more than 2,000 staff members, 1,200 who are seasonal hires between November and April. The challenge of hiring and training such a large number of employees is difficult at best; aspiring to be the #1 resort in North America intensifies the challenge.

Results:

Based on its scientific accuracy and ease to administer, the Predictive Index was brought in to stabilize the hiring process. The Canyons implemented the companion tool to the Predictive Index, The PI Job Assessment which allowed the Canyons to develop behavioral profiles for specific jobs, allowing for a fit/gap analysis between the candidate and the job, “taking the guesswork out of the hiring process.” They also utilized access PI-CONNECT which allowed the PI to be seamlessly integrated into their job application process.

One of the reasons the Predictive Index was chosen as their assessment tool of choice was the broad applications of the tool beyond selection. Today it is used as a management tool for improved employee development and as part of the performance process. The results are impressive.