In the fast-paced, dynamic world of ski resort operations, ensuring the safety of guests and employees while protecting the business is a complex challenge – yes, true risk management is all three: guests, employees, business. Many ski areas, particularly smaller or mid-sized operations, make the critical (though well-intentioned) mistake of assuming their Ski Patrol Director can double as their Risk Manager—or worse, they lack a dedicated risk management strategy altogether. This is not a jab at ski patrol directors, far from it: they are incredibly talented safety professionals who must lead a team of highly trained staff and care for myriad on-hill medical emergencies and ensure thorough incident investigations. And therein lies the crux of the matter. The responsibility of a ski patrol director is to the ski patrol staff and the medical and emergency protocols of the ski area. If this sounds familiar, your resort may be missing opportunities to mitigate risks, safeguard your guests and employees, and protect your bottom line. Risk management is not ski patrol – it’s a holistic, proactive approach that goes far beyond on-hill emergency response.

The Misconception: Ski Patrol as Risk Management

Ski patrol teams are the backbone of on-mountain safety. They respond to accidents, manage avalanche risks, ensure trails are safe for guests, and properly document incidents when they do occur. Their expertise is critical, and their focus on addressing incidents both proactively and reactively is essential to resort success. Risk management, however, is a more all-encompassing discipline that anticipates and prevents incidents across all facets of a resort’s operations, not just on the slopes or the physical plane – as a former risk manager, I can unequivocally say that there is more risk off the mountain than on it.

When a Ski Patrol Director is tasked with risk management, their focus tends to remain on immediate safety concerns and on the guidance of the patrol team, leaving broader risks unaddressed. No fault there; they must keep their eye on the primary responsibilities of their job. However, from lift operations and snowmaking to employee training, motor vehicle assessments, and even cybersecurity, a ski area faces countless vulnerabilities that require specialized attention. Without a dedicated risk manager or a top-notch comprehensive risk management strategy that the entire resort team can take ownership of, these gaps can lead to accidents, lawsuits, and financial losses.

The Cost of Inadequate Risk Management

Failing to prioritize holistic risk management can have devastating consequences. Consider the following scenarios:

• Guest Safety Incidents: A poorly maintained lift, inadequate signage in the base area, or lack of standard and documented terrain park maintenance could lead to incidents and injuries, resulting in costly lawsuits and reputational damage.
• Employee Risks: Insufficient training, outdated equipment, or nonexistent SOPs can lead to workplace accidents, workers’ compensation claims, high deductibles, and low morale.
• Operational Oversights: Consequences from uninsured events, such as property damage from a storm, a data breach affecting guest information, or lack of policy for a band playing cover music in the lodge can cripple a resort’s finances.
• Legal Exposure: Unclear policies, weak waivers – or no waivers at all, inaccurate documentation, and lack of knowledge and compliance with regulations, leave resorts vulnerable to litigation that could have been avoided.

Over the past decade, the ski industry has seen a rise in guest injury lawsuits, with many cases tied to preventable issues well outside ski patrol’s scope – if you’re not convinced, type it into Google and check out the case results. These lawsuits have forced resorts to shell out millions in settlements, attorney fees, and increased insurance premiums; along with brand and reputation damage.

The Benefits of Getting It Right

A comprehensive risk management strategy does more than prevent disasters, it enhances the guest experience, boosts employee confidence, and strengthens the resort’s financial health – and it keeps your ski patrol director from getting pulled in too many directions. Ski areas with strong risk management programs report fewer incidents, lower insurance premiums, and greater guest loyalty. By investing in risk management, you’re not just protecting your business, you’re building a reputation as a safe, reliable destination.

Conclusion

If any of the above rings true and you’re starting to count all the unmitigated exposures in your operation and business, give us a call. Whether it’s finding a mitigation solution for one particular vulnerability, or analyzing and building out a comprehensive strategy, SlopeStrategics is here to help you on your risk management journey.