In this exciting episode of Training Unleashed, host Evan Hackle is joined by Brian Heon, the General Manager of Sunday River Ski Resort, located in Maine. Brian shares the incredible story of how his team handled a catastrophic rainstorm right before the Christmas holiday season, one of the busiest times for ski resorts. The storm brought seven inches of rain in mere hours, creating massive challenges including washed-out roads, damaged ski towers, and cut-off access to the resort. Despite the chaos, Sunday River was able to reopen the mountain within four days, showcasing the resort’s remarkable leadership, teamwork, and training.

Brian delves into the resort’s resilience, highlighting the importance of having a robust culture of servant leadership and empowering teams to make independent decisions in the face of a crisis. He explains how Sunday River’s team adapted, overcame logistical challenges, and provided both employees and guests with the support they needed during the storm.

Key Topics Discussed:
  • The Importance of Training and Preparation: Brian shares how Sunday River prepares for the winter season, emphasizing the role of early snowmaking and the Christmas holiday as the first big push for the resort.
  • Facing a Major Crisis: How the team managed the aftermath of a rainstorm that washed out roads, snow, and essential resort infrastructure, yet still managed to get 80% of the available terrain ready for skiers in just four days.
  • Servant Leadership in Action: Brian highlights the philosophy of servant leadership, explaining how it empowers employees at all levels to take initiative, think outside the box, and act swiftly in times of crisis.
  • The Role of Culture: Sunday River’s culture of kindness, respect, and professionalism (KRP) is integral to how the resort operates daily, ensuring that staff and guests alike experience a supportive environment.
  • Leveraging Partnerships and Vendor Support: Brian discusses how local vendors and passionate passholders with construction expertise contributed to the rapid recovery efforts, moving over 20,000 cubic yards of material in two weeks to restore the resort.
  • Customer Loyalty and Community Support: Despite the challenges, Sunday River’s guests remained loyal and supportive, with many expressing gratitude for the resort’s transparency and communication throughout the ordeal.

Top Tip from Brian Heon:

“Support your team and let them do the right thing. When leaders are empowered to make decisions, they rise to the occasion and execute what needs to be done for the company, the guests, and the team.”

About Our Guest

Brian Heon is the General Manager of Sunday River Ski Resort, a part of the Boyne Resorts family. With 26 years of experience in the ski industry, Brian leads with a servant leadership approach, focusing on empowering his team and fostering a culture of kindness, respect, and professionalism.

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