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Canyons Resort
Taking the guesswork out of hiring
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Canyons Resort is the fourth largest four-season ski and snowboard resort in the U.S. It operates multiple restaurants, hotels, a private club and golf course and needs more than 2,000 staff to run the resort, about half of which are seasonal employees. With Wipfli, Canyons was able to improve its hiring process and retention rates and deliver an improved employee experience.
The Challenge
To deliver exceptional service and become known as a world-class vacation destination, Canyons needed to hire exceptional people. About 150 hiring managers worked independently to staff their teams, which created inconsistencies in customer service across departments. Canyons needed a consistent selection process that could handle a large number of hires and diverse roles — and screen for customer service skills.
The Solution
Teaming up with Wipfli, Canyons introduced a formal hiring process that included behavioral assessment data from Predictive Index (PI). The resort created behavioral profiles for specific jobs and embedded PI questionnaires into its online job application. HR reviewed the results with hiring managers and made recommendations using insights about potential employees’ motivations and team dynamics.
The manager of lift operations hires about 180 people per season. After using Predictive Index for a season, she said the people that were recommended based on their PI results delivered more consistent and stronger performances.
The results
Predictive Index played a key role in elevating customer service and employee retention at Canyons. Employee service ratings reached 9.6 out of 10, and the resort was ranked no. 1 for employee friendliness. The resort’s Net Promoter Score also increased about 10%.
The retention rate for permanent employees hit 70% — far above the hospitality industry average. The return rate for seasonal employees jumped 52%, which means employees were happy and thriving when placed in the right roles. Canyons also earned #1 Best Place to Work in Utah based on an independent survey of employees.
%
increase in Net Promoter Score
/10
employee service rating
%
increase in returning seasonal employees
%
retention for year-round employees
