Hi Saddleback Family,
After years of working on reopening, December 15th was a big day for the Saddleback Family. It was exciting to welcome so many smiling faces back and see so many families reconnecting through the holiday, outside. We put a lot of thought into being able to provide a safe environment at the mountain and in the lodge and I want to personally thank the Saddleback family for your understanding and commitment to buying into those plans and wearing your masks while you are here.
I also want to thank all of you for your patience as we have worked through some of our challenges during opening. We have a terrific team at the mountain – both on the snow and in the lodge – but we have also been operating with fewer staff than we want, and in some cases, need. We continue to pursue hiring good people and if there’s anyone out there that wants to be a part of our team, please let me know.
We have also opened without a functioning ecommerce platform on our website and that has led to a lot of challenges for us, but it has also made it more difficult for some of you to access our services. You have all been very patient and that has really been appreciated but know that we are not taking that for granted. The software techs from our RFID company will be onsite today and are not planning to leave until our system is fully functioning. That will be a huge relief for us, and I know it will for you as well. When complete you’ll be able to finally buy your tickets on-line, reserve lessons in our ski school and rentals from our shop. You’ll also be able to buy merchandise from our on-line store.
Finally, I know our phone system has been a source of frustration and I bear the responsibility for that. Because we have been so short-staffed, I have been in the unenviable position of having to make a daily call of what area of operations to understaff to ensure essential skier services are covered. That was often the phones and that is never a good idea. In this case it has just been the most necessary bad idea. We have solved that problem and will have a customer service representative available from 8:30 a.m. until the time we close the pub at night, so your call will be met with a live voice.
Through all these challenges the staff have worked tirelessly to make sure your experience has been a good one, and from all the conversations I’ve had, it is clear they have been delivering in spite of these challenges. We are committed to making sure you continue to enjoy and be inspired by your time at Saddleback. I’m also committed to making sure we keep you informed on our challenges and progress. Without you we’re just another mountain – and we’re not just another mountain.