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Cast your mind back to four years ago, just on the cusp of the pandemic. Our eyes feasted upon our soon-to-be family condo, ensconced within the majestic, snow-dusted peaks of British Columbia's Purcell Mountains. An instant connection sparked – it was love at first sight.
The magnitude of this investment nudged us beyond our comfort zone. However, we had the good fortune of friends who were willing to share this venture, making it more palatable. True, the imposing strata fees initially gave us pause, but the allure of a stress-free, comprehensive experience reassured us that the investment was well worth it.
The timing of our purchase, precariously close to the onset of the pandemic, brought its fair share of challenges. Yet, it also opened up opportunities for extended visits. A silver lining, perhaps, made possible through flexible working arrangements and hyflex learning models, a trend that thankfully continued.
Over the past four years, this quaint haven has become a beloved retreat for our family. Here, we have witnessed the transformation of our children from novice learners to proficient skiers on the breathtaking slopes this hill provides.
Embracing the Rituals and the Riches
The essence of our monthly retreat permeated our lives almost immediately. Stepping into the reception room of the main building, we were instantly embraced by an inviting atmosphere of camaraderie and community spirit. The space was a treasure trove of information, with an abundance of pamphlets, maps, and magazines guiding us through our stay and introducing us to the surrounding amenities.
An enchanting corner, stocked with books, games, and DVDs, donated over the years by gracious guests, never failed to captivate my children. My son, intrigued by the vintage technology, would eagerly browse the DVD collection, contemplating movies not found in his familiar Netflix library. Meanwhile, my daughter would be engrossed, strategizing her imminent board game challenges for us. The presence of these shared resources not only enhanced the sense of communal joy, but also reduced our packing!
And who could forget the blissful pool? The exhilaration of swimming amidst the ethereal snowfall, followed by a rejuvenating dip in the hot tub, was always surreal and refreshing.
More Than Just a Property
This charming condo was more than just a real estate purchase; it was the backdrop for countless treasured family memories. The gym, modest and quaint, had a charm all its own. An events room, originally designed to host stunning weddings, conferences, and events, offered additional revenue potential for the resort. The temperamental fireplace in our unit, despite its quirks, provided a cozy retreat during the chill of the winter nights.
Our beloved Purcell refuge was more than a winter wonderland. The summers offered their unique allure. Swimming in crystal clear mountain lakes, golfing amid spectacular landscapes, and strolling through the charming town with its eclectic mix of shops, cafes and restaurants made this our cherished all-season sanctuary.
Navigating the Winds of Change: A Shift in Our Mountain Escapade
As is often the case with enduring relationships, subtle nuances begin to paint a new picture over time. These subtle alterations have slipped under the radar yet carry enough weight to redefine our overall experience. Our beloved sanctuary nestled in the Purcell Mountains is still present in its essence, but some elements seem to hum a different tune.
Consider the reception area, our cherished mini-social hub, that now echoes a quieter note. The vibrant chatter and anticipation that once danced around the bookshelves, brimming with endless entertainment options, have dimmed. Guests are now prompted to expedite their visit. A sense of nostalgia overwhelms me, as I contemplate if the absence of these communal amenities signals a broader shift in our shared experiences.
Our treasured pool, too, seems to have strayed from its rhythm. The invigorating morning dips that heralded an adventurous day ahead, and the leisurely evening soaks that signaled relaxation, now fall within a constrained timeline. This has inevitably led to overcrowding, diluting the pleasure of this once beloved feature.
But let’s talk about the elephant in the room, the pandemic that swept the world. While it did put a momentary hold on the joys we associated with our mountain paradise, the world around has largely found its new rhythm. We've adapted, resumed our passions, and created new memories. Interestingly, through all the challenges, there have been silver linings that seem to be here to stay – for the better. One of these is the flexible work policies and advancements in technology that enable many of us to take our work anywhere. In our case, this meant adding extra days to our scheduled trips.
Over the last year, on several occasions, we extended our stay by a few days, just because we could! With laptops and stable internet, my spouse and I could attend our meetings and do our work while the kids completed their schoolwork online. All this amidst the backdrop of the glorious Purcell Mountains. This flexibility has deepened our connection with the condo, turning it into more than a getaway – it's a home and an office wrapped in nature’s embrace.
However, the pace of rejuvenation at our resort seems to be trailing a bit. While the effort to maintain the physical infrastructure is commendable, the energy devoted to creating those peak moments and delightful experiences seems to have waned. As a strategic consultant, I am acutely aware of the signals and change drivers that shape industries. The pandemic was undoubtedly a significant change driver that forced everyone to pivot and adapt. The very fact that we, the patrons, are changing our behaviours is a clear signal that should not be ignored.
Our extended stays, for example, are indicative of a newfound flexibility that could be capitalized upon. This is an opportune moment for the resort to take stock of these changes in customer behaviour and contemplate how they can revamp their operations and services accordingly.
Imagine if the resort were to recognize these shifts and tailor experiences and incentives that resonated with the evolving preferences of its patrons. An updated loyalty program for frequent guests, workation packages blending work and leisure, and more diverse partnerships with local businesses to enhance the guest experience – these are but a few avenues through which the resort could reinvent itself.
By staying attuned to the signals and change drivers, the resort can seize the opportunity to not only transform its operations but, more importantly, cultivate experiences that continue to enchant its patrons in this ever-changing landscape.
My brother and sister-in-law have this one figured out with their cabin ‘The Baerhouse’ in Golden BC. They've navigated the pandemic and beyond with remarkable poise, taking charge of bookings, leveraging the power of social media, and continuing to craft magical experiences for their guests. Picture a rustic children's fortress nestled in the woods, a thrilling hand-shovelled luge track winding down from the deck through the forest, and a fire-heated bathtub overlooking the stunning landscape. These thoughtful additions cost them little but provided their guests with experiences to cherish for a lifetime.
What's truly impressive is how they’ve harnessed modern technology, including AI and automation, to make these tasks effortless and cost-effective. From streamlined booking processes to smart, automated communications with guests, their use of technology has not only enhanced the guest experience but also ensured efficient operations. Their key to success lies in their ability to adapt, innovate, and keep their offering relevant by embracing the currents of change and technological advancements.
This has led me to reflect – how can our cherished mountain hideaway catch the wave of innovation to rejuvenate and evolve? How can we align with the pulse of a world that's surged ahead and welcome transformation? This marks the beginning of our quest – the reinvention and revival of our mountain retreat.
Taking Stock of Our Mountain Treasure
Let’s don our explorer hats and take a closer look at our current situation. For this, we need to examine different facets that contribute to the overall experience at our getaway in the Purcells.
Physical Elements:
Let’s start by acknowledging the natural beauty that envelops our location. Nestled in a prime spot on a coveted ski hill, it's a haven where families can hone their skiing prowess amidst an array of terrains. The nearby pristine lakes and impeccable golf courses further enhance the allure, painting a picture of an idyllic sanctuary for every season.
The outdoor spaces within the condo complex are well-maintained, showcasing a commitment to preserving the exterior charm. However, it’s when you step inside that the cracks begin to show. The once-buzzing reception area, which used to be the social heart of the complex, now echoes with an eerie silence. The swimming pool - a gem for guests - comes with the caveat of restricted hours. The interiors of individual units beg the question: are they keeping pace with modern expectations?
The in-unit fireplaces, which should be the cozy centerpiece for gatherings, are finicky and seem to have a mind of their own. The events room, which appears to be impeccably maintained with the potential to bustle with activity, now languishes unused and overlooked. Then there’s the fitness center - a quaint space that once had a certain old-school charm but now wears the sadness of worn-out equipment, crying out for a refresh.
It’s worth taking a leaf out of the book of some places that have mastered the art of guest experience. A prime example is the Samsara in Canmore. I had the pleasure of staying here during a girls’ weekend for the Rocky Mountain Soap Run. Samsara cleverly weaves modern comfort with rustic mountain charm. What made the stay truly special were the thoughtful perks, such as a readily available parks pass for guests, and a kitchen stocked with amenities like a blender, a crockpot, and a high-end coffee maker.
It was evident that the owners had the liberty to infuse their unique flair into the property, making it a memorable and personalized experience. In contrast, our resort seems shackled by rigid constraints, leaving no room for such special touches. While consistency has its merits, there is a thin line between uniformity and monotony. Guests' preferences are evolving; diversity in tastes demands a thoughtful and varied approach. There’s something to be said for giving owners the creative freedom to breathe life into their spaces, even if it’s just adding a blender and a crockpot to make guests feel more at home.
Another shining example is the Solara Resort & Spa, also located in Canmore. This resort consists of individually-owned condos and has managed to effectively use technology for smooth operations. They have focused on creating enriching experiences by offering well-equipped amenities, such as a modern fitness center and a movie theatre. Moreover, they actively engage with guests through various channels, ensuring that the experiences are personalized and memorable.
Knowledge and Skills:
As a property owner, I can say that understanding the local hospitality trends is vital. Are the management and staff keeping abreast with industry practices and guests’ preferences? Do they know how to create unique experiences that would make guests want to return, become ambassadors, or maybe invest in something long-term? Are they equipped with the skills to make every guest feel special and valued?
A critical component is the commitment to ongoing research and adapting skillsets to stay relevant in a swiftly changing landscape and keeping a pulse on the market. Staying informed about emerging trends, technological innovations, and evolving customer preferences is imperative. Furthermore, ensuring that the staff is skilled, empowered, and equipped with the skills to apply this knowledge to practical applications is equally important.
By actively adapting to the shifting sands of the hospitality sector and investing in the continuous evolution of services, resorts like ours can establish themselves as sought-after destinations. It's worth examining how we could emulate such successes and revitalize our own haven. The incorporation of modern technology, relentless pursuit of customer satisfaction, and fostering a culture of innovation and continuous learning could play a pivotal role in ensuring that our mountain resort continues to captivate hearts while meeting the demands of an ever-changing world.
Systems and Technology:
Here’s where we need to catch up. The world has witnessed a technology boom, especially in the hospitality sector. My brother in Golden is a testament to that. By harnessing the power of social media and online booking systems, he’s managed to keep his cabin afloat even during challenging times. For our condo, it's high time we ask whether our management is employing technology to its fullest potential.
In the realm of hospitality, guest experience is often the defining factor, and technology has an undeniable role in shaping this experience. To meld the traditional charm of our mountain condo with the conveniences of modern life, the incorporation of contemporary tools is essential. For starters, self-check-in kiosks could eliminate the hassle of queues and paperwork, affording guests a seamless arrival experience. Additionally, adopting an intuitive booking system can make reservations a breeze. But let’s not stop there; envisage creating a community app, exclusively for our condo, which could serve as an information hub, a social platform, and even a concierge service! There’s an extensive array of tools and platforms available today that streamline property management, bookings, and marketing. These innovations can profoundly augment not just the guest experience, but also the efficiency and outreach of our property.
Now, let’s talk about first impressions; the condo's online presence. Our website, which should ideally be a vibrant showcase of the property, unfortunately, seems trapped in a time capsule. Its antiquated design lacks the allure that contemporary travelers seek. To be frank, its dull fonts and colour palette do not do justice to the vibrance and energy our condo exudes. A traveler browsing for accommodations might swiftly bypass our condo based on this initial experience. A website overhaul is overdue. By modernizing the layout, colour schemes, and typography, we can ensure that our online presence mirrors the essence of our mountain sanctuary.
Platforms like Airbnb simplify scheduling bookings, while social media channels like TikTok and Instagram offer creative avenues for engaging marketing. Low-code and no-code technologies such as Canva and Genially offer affordable solutions for creating professional-looking posts swiftly. With their extensive assortment of templates, it's possible to design polished content in just minutes. Additionally, apps like LOCKLY facilitate seamless access management, and tools like Lodgify can synchronize booking calendars. The ease and efficiency these tools bring make it apparent that individuals can now manage their properties with a degree of sophistication that was previously only possible for large organizations. This raises an interesting question - should resorts like ours, which operate under traditional and manual systems, reevaluate their business model?
Certainly, change management on a large scale can be daunting. However, what if the resort considered a pilot project involving a handful of forward-thinking owners who would be open to experimenting with these new systems? This would enable the resort to test the waters without a full-scale commitment and make adjustments based on real-world feedback. Incremental change after all, can often create momentum that inspires broader transformation. Small wins and positive experiences in the pilot phase can act as catalysts, encouraging others to embrace the new tools and methodologies. This momentum can eventually reach a tipping point, leading to a collective shift that propels the resort into a modernized, customer-centric future.
Harnessing these modern tools and progressively adapting to change, the resort can better align itself with evolving customer behaviours, and unlock new possibilities for creating memorable experiences in the heart of the Purcell Mountains.
The Human Touch
The human element, the beating heart of any hospitality enterprise, often holds the power to elevate an average experience into something unforgettable. It is in the moments of personal interaction, warmth, and kindness that lasting memories are created. So, how does our mountain condo measure up on this crucial aspect?
Consider the first point of contact for a guest arriving at the resort – the reception. Is the staff welcoming and enthusiastic, creating a positive first impression? Is their energy infectious, setting the tone for an enjoyable stay? Beyond mere courtesies, are they equipped to handle queries and concerns with patience and understanding, adding a layer of comfort and trust for the guests?
Think about the interactions throughout a guest's stay. Do housekeeping staff greet guests with a warm smile, extending a friendly atmosphere that makes people feel at home? Are the maintenance personnel prompt, courteous, and efficient in dealing with any issues that may arise, minimizing disruptions to the guests' experience?
Let's also not forget the pivotal role of resort management. Do they actively seek feedback, engage with guests, and strive to understand their needs and expectations? Are they open to innovation, flexible, and responsive in their operations, ensuring that the services evolve with changing guest preferences?
Another layer to consider is how well the resort engages with the owners of the individual condos. Do they foster open communication and collaborative decision-making? Are they supportive of owners' unique contributions, encouraging them to add their personal touches that enhance the overall guest experience?
Lastly, consider the invisible threads of community and camaraderie within the resort. Are there opportunities for guests to connect with each other, perhaps through shared activities or communal spaces? Is there a sense of shared ownership and mutual respect among the condo owners, fostering a community spirit that guests can sense and appreciate?
In essence, it's important to gauge how well our mountain condo nurtures the 'human touch' at every level of its operation. It's these intangible yet impactful elements that can add depth to the guest experience, turning our beloved mountain resort from a place to stay into a place to return to, time and again.
Financial Aspects
As owners, safeguarding and growing our investment is a top priority. The financial health of our condo is not just about immediate returns, but also about long-term value enhancement. To effectively address these, let’s delve deeper into how the condo management approaches financial stewardship and value creation.
Marketing and Occupancy Optimization: A crucial aspect is how proactive and innovative the condo management is in marketing the property. Are they leveraging digital platforms, partnerships, and local events to ensure maximum visibility? Are they adept at forecasting demand and optimizing pricing strategies to ensure high occupancy levels, especially during peak seasons? It's essential for the management to employ dynamic marketing approaches that capture emerging trends and opportunities in the hospitality sector.
Transparency and Communication: The flow of information between the condo management and the owners is paramount. How transparent is the management in sharing financial data, occupancy rates, and expenditure reports? Are they proactive in communicating planned improvements, maintenance activities, and their financial implications? A transparent and open communication channel builds trust and enables owners to make informed decisions regarding their investment.
Cost Management and Reinvestment: Efficient cost management is pivotal. Is the condo management adept at managing expenses without compromising service quality? More importantly, are they judicious in reinvesting a part of the earnings back into the property for maintenance and upgrades? Strategic reinvestment is essential for the property to stay competitive and appealing in the long run.
Return on Investment (ROI): Are the owners receiving a satisfactory return on their investment? How does it compare to industry benchmarks or alternative investment options? It’s vital for owners to periodically assess the ROI and understand the factors affecting it.
Insights from the Field: The importance of being agile, embracing innovation, and prioritizing transparency and communication with property owners cannot be overstated. These elements are significant in not only maintaining but also enhancing the property's value and the owners’ investment over time.
With this newfound clarity regarding the financial health and management of our condo, the stage is set for envisioning strategies for revitalizing our mountain sanctuary. We’re armed with insights and information, but how do we translate them into actionable steps for rejuvenation? Let’s explore what lies ahead!
Scanning the Horizon for Renewal
Now that we’ve assessed the present, it’s time to look ahead. There are a few key indicators and changes that we need to keep an eye on if we want to ensure our mountain haven flourishes.
Trends in Travel Preferences:
The travel industry has undergone a transformation in the last few years. People are looking for personalized experiences, local culture immersion, and eco-friendly stays. Resorts can tap into these preferences by hosting or promoting local cultural events, adopting more sustainable practices, or even organizing nature walks and local craft workshops or other offerings. A little creativity can go a long way in aligning with these trends.
Adapting to Technological Advances:
We’re living in an era where technology is evolving at an astonishing pace. Online booking systems, social media marketing, and smart home integrations are no longer just buzzwords; they are essentials. Taking a leaf out of my brother's book, who successfully manages his cabin in Golden, our condo management could leverage technology for seamless booking experiences and effective promotions. Imagine guests being able to book a stay, schedule activities, and even set their in-room preferences all through an app!
Monitoring Market Dynamics:
It's essential to remain vigilant and tuned in to the industry pulse. What amenities and experiences are competing properties offering? Are there fresh players in the market doing something groundbreaking? For instance, the rise of platforms that harness AI and automation have paved the way for novel opportunities. We need to ask ourselves, is our management taking proactive steps to distinguish our offerings and establish a unique identity that sets us apart?
Feedback and Reviews:
The voice of the guests is a powerful tool. The management should actively seek feedback and pay heed to online reviews. A quick response to a negative review or a thank you note for a positive one shows that the management cares. Moreover, guests’ insights can provide valuable pointers for improvement.
Collaboration and Networking:
Establishing connections with local businesses can benefit everyone involved. From partnering with a nearby restaurant for exclusive dining experiences to tying up with a local adventure company for special packages, collaborations can enhance the offerings and create mutual benefits.
Economic and Regulatory Changes:
Keeping tabs on the economic scenario and regulatory changes is also crucial. How do fluctuations in tourism affect our region? Are there any new regulations that might impact the operations or financial aspects of the condo complex?
The Change Catalyst:
Finally, let’s not forget the role of leadership in driving change. A property manager who is open to innovation, proactive in communication, and genuine in building relationships can be the catalyst that turns the tide.
A Final Note
In conclusion, our personal journey with our cherished mountain condo in the serene Purcell Mountains, although speckled with challenges, has yielded vital lessons and insights into the ever-evolving hospitality industry. While our mountain retreat has its unique charm and potential, the journey to revitalize it into a thriving, sustainable, and profitable venture requires proactive efforts, strategic planning, and keeping abreast with industry trends.
As we embark on this transformative journey, we hope our insights serve as a valuable guide for other condominium resorts grappling with similar challenges. With the right approach, strategic investment, and a keen focus on guest experiences, any property can bloom into a bustling hub of satisfaction and success. Here's hoping that our beloved mountain resort will soon be a shining example of this transformation. Stay tuned for more updates on our progress and in the meantime, we welcome you to share your insights and experiences as well. Together, let's make the most of our shared journey in this dynamic and exciting industry.