Grand Teton Lodge Company

Grand Teton Lodge CompanySarah ThomasHospitality Management Convention, Meeting and Event ManagementSenior, Graduating May 2017

Grand Teton Lodge CompanyGrand Teton National Park3 PropertiesJackson Lake Lodge Jenny Lake Lodge Colter Bay Village 1 Sister PropertyHeadwaters LodgeHistorical and UniqueZero Landfill InitiativeFirst Hospitality Organization to achieve ISO Environmental and Quality Standards18,000,000 acre Greater Yellowstone Ecosystem, one of the largest intact in the world

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Jackson Lake Lodge385 RoomsCottagesClassic, King Patio, Moose Pond View, Moose Pond SuiteLodge RoomsLodge East, Lodge View, Moran Suite3 Restaurants4 Retail shops, Heated Outdoor Pool, Playground2 floor convention roomsRecreational Activities

Jackson Lake Lodge385 Rooms starting at 309/night, Most detached in cottages Moose Pond Suites were our most private and best view, few in lodge rooms and one main lodge suite that goes at $809/night3 Restaurants, 1 fine dining, 1 casual, and 1 lounge for 21 and older4 retail shops, a heated outdoor pool and playground with a kitchen and bar, 2 floor convention rooms, many recreational activities- horseback riding, snake river rafting, bus tours, and lake cruises

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Jenny Lake LodgePackaged DealFull Breakfast, 5 Course Dinner, Horseback Riding, Bicycle RentalsStarting at $719/night Popular Hiking Trails located near byMost Popular Campground50 Rooms & 49 Campsites

Jenny Lake LodgeAAA 4 diamond property, rates are a packaged deal includes full breakfast and 5 course dinner daily, horseback riding and bicycle rentals, rates $719/nightLocated south end of park on Jenny Lake and at the foot of the Teton Mountain Range, Popular Hiking Trails near by and our most popular campground5

Colter Bay Village150 Cabins, RV park, and 300 CampsitesTent VillageShower and Laundry FacilitiesGeneral Store and Retail Shop2 RestaurantsMarina and Swim Beach

Colter Bay VillageLocated on the shores of Jackson lake, about 150 cabins, rates ranging from $90-$250/night, Original Historic Log Cabins that John D Rockefeller brought to this new landAlso have an RV park that can hold about 100 RVs with full hookups, and a Campground that has about 300 campsites that can hold both RVs and Tents and what we call Tent Village (Glamping) that has about 50 Tent CabinsAlso has shower and laundry facilities, a general store and retail shop, 2 restaurants, a marina, and a swim beach. Plus tons of hiking trails.

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Reservation Agent Vacation CoordinatorAnswer phone calls planning vacations and making reservationsWhy I chose the property/position?Wyoming I thought the job was actually something differentFree housing and meals

Job Related ProjectPurposeWanted to improve feedback from guestsUnderstand Reasoning for callingFilter calls for September 1stTotal Solar Eclipse August 2017

Methodology Record each phone callPlace in Call Trends ReportAnalyze what the most calls were aboutCome up with potential solutions to reduce unneeded callsOnce a week look at Feedback and Accuracy Reports from Customers, Analyze how to improve Accuracy and Friendliness

Camping12%Sold Out RV14 %Reservations10 %

Results and AnalysisReservations, Sold Out RV, and CampingPhone TreeFollowed up over phone, results show less calls about campingAccuracy and Feedback ReportMore Training Accuracy improvedIntroducing more staff near the beginning of the month Less AbandonmentTalking with Staff about proper customer service Better Friendliness ratings

DateJune 5June 12June 19June 26July 3July 10July 17July 24July 31Abandonment18 %10%9%9.5%15%11%9%8.5%9%Friendliness95%96.5%95.5%96%92%95%95.5%96.5%95%Accuracy92%94.6%95%94%90%93.4%95%94%93.5%

Accuracy and Feedback Report

How I Grew ProfessionallyLearned a lot more from the Hotel Side of the IndustryOverbooking, Walking Guests, Backup PlansMore experience on the Marketing and Sales sideWhen customers would call not knowing anything about the Park or the PropertiesSelling people on paying the extra money

Questions?