Part 3

The Snowsports industry is highly driven by tourism and thus, customer service is key. The guest is paying for a service and it’s up to the instructor to be professional and deliver that service to the highest level. Without commitment and passion to the sport, this cannot be achieved. It is imperative that this is coupled with substantial product and industry knowledge. Knowing where the best restaurants or eateries are on the hill, what activities are available or equipment recommendations on offer are all key.

Furthermore, accountability, decision making, delegation, teamwork and effective communication are all important aspects that help make a great instructor. Whether to go down a blue run or black run, to try one exercise/task over another, decision making has a profound impact on someone’s experience in the mountains. A good instructor should have the ability to make the right decision at the right time. Whether a decision is right or wrong, a good instructor will take accountability for the decision and its outcome. They will learn from incorrect decisions and will not be afraid to ask for help from peers. The ability to delegate tasks and work together as a team are also key to creating healthy relationships both with guests and colleagues. Showing enough control of situations where necessary but also knowing when to pass certain roles or tasks to others. Being an effective communicator enables the above to work. A good leader will assess what is in front of them and will communicate accordingly. Clear, calm communication is imperative, and will enable the instructor to effectively communicate with the guests.

Overall, all the above qualities, attributes and more, are imperative to being a great Snowsports instructor. By leaning on the knowledge and skills gained from years of hard work and dedication to the sport around the globe, a great instructor will provide a safe, fun and inviting learning environment for their guests, providing an exceptional customer service experience.