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Speaker 1: Bloomberg Audio Studios, podcasts, radio news.

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Speaker 2: You're listening to Bloomberg Business Week with Carol Masser and

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Speaker 2: tim Stenoveek on Bloomberg Radio.

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Speaker 3: You may know Jackson Hole Mountain Resort for its terrain,

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Speaker 3: It's unmatched vertical. Are you skier? I am you are?

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Speaker 3: Do you know them?

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Speaker 2: I well, I know Jackson Holder on my bucket list.

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Speaker 2: Haven't been skiing there yet. I have been there in

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Speaker 2: the summer, which is great, all.

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Speaker 3: Right, so you need to probably get there. You could

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Speaker 3: even go now because they are known for their year

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Speaker 3: round destination against the majestic tetons. But with anything technology,

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Speaker 3: the cloud increasingly part of doing business doesn't matter who

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Speaker 3: you are, including a ski resort on that Jackson Hole

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Speaker 3: Mountain Resort this spring took a step toward what it

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Speaker 3: says was quote modernizing resort operations and embracing a truly

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Speaker 3: connected guest experience. So here to tell us all about

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Speaker 3: it in studio in our Bloomberg Interactive Broker studio is

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Speaker 3: Joe Heshien. He is CEO and co founder of snow Cloud,

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Speaker 3: also founder and CEO of its parent company, snow Partners.

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Speaker 3: And then we've also got with us from Tetown Village,

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Speaker 3: Wyoming at the Jackson Hole Mountain Resort is Doug Parini.

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Speaker 3: He is CEO of Jackson Hole Mountain Resort. Gentlemen, so

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Speaker 3: good to have you here. I want to start with,

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Speaker 3: first of all, tell us Joe about what you guys

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Speaker 3: are doing your platform, because you do a lot of

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Speaker 3: different things. But you said the last few years you've

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Speaker 3: really been thinking about technology and what's needed, especially when

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Speaker 3: it comes to it sounds like resorts and hospitality.

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Speaker 4: Yeah, So we're resort operators from heart. That's that's kind

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Speaker 4: of our background where we come from. We focus on

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Speaker 4: the experience, the process.

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Speaker 3: And Mountain Creek and Forting, New Curacy, American Big.

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Speaker 4: Snow, American dream Ys and we you know, I spent

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Speaker 4: a long time actually Lean six Sigma designing learning areas

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Speaker 4: to try to get more people their first time to

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Speaker 4: come back a second and third time across the industry.

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Speaker 3: So Jack welch of you.

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Speaker 4: Yeah, is evil. Love all these Jack Welsh quotes and

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Speaker 4: love Lean six Sigma. But what I found is working

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Speaker 4: with some of the greatest brands around the world trying

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Speaker 4: to improve the guest experience. Technology was the thing they

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Speaker 4: were missing and to and you hear time and time again,

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Speaker 4: legacy platform has been around for twenty thirty years, aren't

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Speaker 4: evolving to the guest experience that people want today and

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Speaker 4: ski resorts are complicated, so it's taken a while to

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Speaker 4: get it dialed in, Doug.

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Speaker 3: So come on in on the conversation. Tell us how

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Speaker 3: you got together. I'm with Joe and his team and

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Speaker 3: what were you guys looking to do at your resort?

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Speaker 5: Yeah, yeah, thanks so Joe, And I've known Joe for

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Speaker 5: a bunch of years. You know, he's been well known

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Speaker 5: in the industry and definitely always kind of on the

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Speaker 5: forefront looking for what's new and what the opportunity is.

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Speaker 5: And you know, we were really looking to up level

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Speaker 5: our guest experience. And the mountain speaks for itself. It

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Speaker 5: is world class, the terrain is amazing, and we really

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Speaker 5: wanted a platform that could help us meet the guests

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Speaker 5: where they are and improve the technology side of this

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Speaker 5: to make it easier for the guests. And what Joe

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Speaker 5: had going on with Snowcloud seemed like right up our alley.

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Speaker 5: So it's been a great process so far.

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Speaker 2: Ye talk a little bit, Doug, just about you know

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Speaker 2: exactly what part of the guest experience. Maybe it was

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Speaker 2: falling flat behind you know this, this partnership and really

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Speaker 2: what maybe an example of you know, something that has

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Speaker 2: changed now and enhanced the guest experience.

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Speaker 5: Yeah, that's a great question, because you know what, our

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Speaker 5: guest experience has always been a priority of ours. No

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Speaker 5: matter what we do, we're always looking to make it easier,

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Speaker 5: make it more fun, just not inhibit the guest experience

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Speaker 5: in any way through a negative experience. And you know,

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Speaker 5: that platform, the platform we had, it was great, it

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Speaker 5: did like it worked really well for us. For a

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Speaker 5: lot of years, we were just looking for something different.

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Speaker 5: And you know, an example of what Snowcloud allows us

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Speaker 5: to do is more of what guests expect in the world.

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Speaker 5: These days, we can guests can buy and purchase for

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Speaker 5: themselves on a mobile phone. We can sell on a

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Speaker 5: mobile phone anywhere they are. We're not tied to a PC,

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Speaker 5: to a POS point of sale in an office anymore.

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Speaker 5: Now it's like we're unleashed and we can go wherever

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Speaker 5: and sell anything we offer almost So yeah, it's been great.

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Speaker 3: All right, So you know, Joe, come back in on

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Speaker 3: here and talk to us about kind of basic raw

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Speaker 3: technology and then there's the AI layer. So I'm just

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Speaker 3: curious where AI plays into all of this.

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Speaker 4: Yeah, A like, I think because we're built on modern platforms, right,

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Speaker 4: it's cloud based on Azure, it's built in modern styles.

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Speaker 4: We can put LL models into it, all different types

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Speaker 4: of models. I think what we're going to see for

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Speaker 4: us at Snowcloud and working with our resort partners like

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Speaker 4: Jackson Hole who've been fantastic is analytics. The things they

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Speaker 4: can learn about their business that are they pricing things

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Speaker 4: the right way? Do they have the right capacities? Are

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Speaker 4: things flowing the right way? Staffing this is like one

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Speaker 4: that I'm really excited about. We can now predict Like

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Speaker 4: years ago, I actually had a project. I worked for

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Speaker 4: a big publicly traded ski company and they gave me

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Speaker 4: six months with MIT professors to figure out how to

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Speaker 4: predict skier visits ahead of time using all the data

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Speaker 4: we had. AI now can can crunch numbers and do

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Speaker 4: all types of analysis and in ways that we can

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Speaker 4: never write multiple aggression models and give you predictive analysis

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Speaker 4: which then can tie back to staffing levels to make

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Speaker 4: sure that when your peak, you have the right people,

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Speaker 4: the right service. So it goes as deep as planning

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Speaker 4: and analytics for that piece, but also for the guest.

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Speaker 4: You know, it's hard to book a ski vacation. It's

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Speaker 4: not like you know people you know, they show up,

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Speaker 4: they need skis?

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Speaker 1: What type of skis do you need? Lessons?

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Speaker 4: Do your kids need to be in a program? How

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Speaker 4: many days you to see you're gonna be there for

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Speaker 4: five days and you know ski three to those five

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Speaker 4: days or five four of the five days.

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Speaker 1: The products can be a bit intimidating.

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Speaker 4: So it's really great to be able to have, you know,

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Speaker 4: you know, in the future, be able to give people

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Speaker 4: the option to a we can customize this exactly to

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Speaker 4: what you need because I think AI allows us to

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Speaker 4: make it extremely customizable for a much bigger group of people.

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Speaker 3: So Doug, come on back, because I'm just curious what

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Speaker 3: has been the biggest change you mentioned about People can

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Speaker 3: be anywhere and they can certainly access your resort. We

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Speaker 3: kind of tease that you can run a ski resort

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Speaker 3: entirely by phone. Is that really true?

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Speaker 5: It looks like it's heading in that direction. It's you know,

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Speaker 5: being able to do that meet the guests where they

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Speaker 5: are is huge. Also, I think being able to sell

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Speaker 5: whatever they want to purchase because in the past we've

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Speaker 5: had multiple platforms because the ski industry is such a

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Speaker 5: complex business. You know, we sell so many different things services,

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Speaker 5: food and beverage, lessons, lift, tickets and all that, so,

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Speaker 5: you know, being able to sell it all on one

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Speaker 5: platform at one time and make it easy for the guests,

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Speaker 5: so the guests can get out and ski or mountain

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Speaker 5: bike or whatever their adventure is. They can get out

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Speaker 5: there more quickly and they're not held back because of

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Speaker 5: our technology.

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Speaker 1: You know, it's a big unlock. Yeah.

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Speaker 4: Yeah, Like a real life example of what that might

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Speaker 4: look like is in the past, if you had a

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Speaker 4: service issue, you needed to buy something extra, you'd have

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Speaker 4: to go to a spot with a computer connected to

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Speaker 4: the wall to do that. Now, in theory, a server

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Speaker 4: Jackson Hole at their restaurant on the mountain could book

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Speaker 4: your kids in the ski school the next day. We're

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Speaker 4: not quite there yet, yeah, but the technology is there,

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Speaker 4: so we're opening up the door that every person at

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Speaker 4: the resort can actually enable the guests to do whatever

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Speaker 4: they want and eventually allow the guests do that much

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Speaker 4: easier themselves as well.

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Speaker 3: I have to just say dek. I'm almost kind of

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Speaker 3: blown away when you said, like people couldn't do things

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Speaker 3: mobile before, Like why was it so difficult? Because I

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Speaker 3: just think about everything that I can do on my phone.

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Speaker 3: I mean, as much as I kind of hate it,

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Speaker 3: sometimes I'm amazed at the amount of things. Why weren't

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Speaker 3: you guys like on mobile before?

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Speaker 5: You know, I think that's probably Joe probably has a

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Speaker 5: good answer for this one. But I'll say from my perspective,

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Speaker 5: we are so complex it there's no plug in place

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Speaker 5: software for the whole business, and you know, so we

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Speaker 5: were really limited by the technology that was available to us.

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Speaker 3: So you couldn't call up Salesforce and say, hey, I

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Speaker 3: understand you do some really good software. Well, but no,

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Speaker 3: like you're serious, Like this is an industry that was

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Speaker 3: underserved big time.

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Speaker 4: It's it's thirty year old software that's on prem servers.

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Speaker 4: And what's interesting is a lot of reserve on premise. Yeah,

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Speaker 4: and they were trying to get you know, people trying

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Speaker 4: to get Toast to make them rental software, and people

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Speaker 4: trying to get Square people. A lot of resorts are

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Speaker 4: using Square and it's just not native to what the

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Speaker 4: resort needs as a platform. So it was it was

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Speaker 4: a missed opportunity and it's something that it's it's the

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Speaker 4: story of old legacy platform going to modern stuff.

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Speaker 3: Joe.

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Speaker 2: We were talking with John Authors just a bit ago about,

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Speaker 2: you know, the spend that companies have to face when

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Speaker 2: they're implementing AI. And you know what is the biggest

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Speaker 2: challenge for implementing AI for a business at this scale?

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Speaker 2: Is it, you know, needing to pay for computing capacity?

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Speaker 2: Is it training your employees to learn how to use this?

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Speaker 4: You know, we're essentially a boots draft tech company, right,

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Speaker 4: so as a tech CEO who isn't a bootstraft tech company,

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Speaker 4: you know, it's a it's a moment of can this

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Speaker 4: make our life more efficient or is it just going to.

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Speaker 1: Cost us a ton of money to experiment?

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Speaker 4: And would I rather let the big players like I

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Speaker 4: love watching you on Bloomberg talk about this and say, okay,

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Speaker 4: they went all in another throttle on back and thinking,

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Speaker 4: thank full Lee, I didn't have to make that mistake.

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Speaker 4: So it's trying to find the right use at the

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Speaker 4: right time to make sure that we don't overspend. And

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Speaker 4: ROI is important to us, so we want to make

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Speaker 4: sure we're spending our ai tokens in the.

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Speaker 3: Right spot, Doug, how did you think about to the

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Speaker 3: KAPEC spend here?

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Speaker 2: Right?

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Speaker 3: Like, you've got, you know, money, you've got to allocate

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Speaker 3: to different things. You've got to make sure that the

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Speaker 3: facilities are up to snuff and that you keep your

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Speaker 3: customers happy. How did you think about, you know, justifying

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Speaker 3: where you were going to do this tech spend.

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Speaker 5: Yeah, I think that's a great question too, and that

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Speaker 5: that was a lot of discussions, a lot of conversations

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Speaker 5: about you know, investing in this or not. We do

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Speaker 5: feel there's a return in this because of the guest

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Speaker 5: experience and how important that is to us. So if

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Speaker 5: we up level that guest experience, people are going to

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Speaker 5: have a better time, they're going to come back to us.

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Speaker 5: But yeah, I mean we're constantly looking at where to

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Speaker 5: put those dollars in.

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Speaker 1: But this was an easy one.

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Speaker 3: All right. Just to wrap up, we've got about a

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Speaker 3: minute or so real quickly. I mean, we've had a

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Speaker 3: heat wave, so we haven't really been talking about or

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Speaker 3: thinking about snow, and we know that that is part

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Speaker 3: of your world. But you guys are open around seasons. Joe,

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Speaker 3: let me first just ask you, I mean, what is it.

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Speaker 3: What are the trends that you're seeing with consumers kind

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Speaker 3: of year round when it's not connected to snow.

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Speaker 4: Yeah, so so for us, you had other businesses like

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Speaker 4: Mount Creek and as a big snow year round snow.

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Speaker 4: So if it's hot here in New York, it's a

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Speaker 4: good spot to get away. But you know, Mount Creek

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Speaker 4: we have a water park. But the time I've spent

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Speaker 4: out with Jackson Hole and Doug can talk about this more.

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Speaker 4: But you know, if you're in the New York area

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Speaker 4: and you want to get away, Doug will probably tell

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Speaker 4: you his temperature the last week.

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Speaker 1: But it definitely wasn't a one hundred I'll tell you

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Speaker 1: that much.

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Speaker 3: Yeah, exactly, Doug, come on in. Got about thirty seconds

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Speaker 3: for you. You are around the year people can go to

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Speaker 3: your resort. What are you seeing?

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Speaker 5: Yeah, absolutely, we're seeing a lot of people here right now.

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Speaker 5: And the weather is amazing. I've heard about the heat

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Speaker 5: wave back east. And we have a ton to do

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Speaker 5: here between biking and hiking and scenic rise or on

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Speaker 5: the border of Grand Teton National Park. Ton of activity

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Speaker 5: here and it's a beautiful must see location in the

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Speaker 5: summertime as well as winter.

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Speaker 3: All right, love it. Yeah, that area is just stunning

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Speaker 3: out there, and I got to say I've been to

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Speaker 3: Mountain Creek like years ago with my daughter. It's like

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Speaker 3: a killer par It's pretty wild. Gentlemen. Thank you so much,

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Speaker 3: Really great studying to hear what's going on. Joining up

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Speaker 3: of course, Joe Hessian CEO and co founder of Snowcloud,

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Speaker 3: and Doug Perini, CEO of Jackson Hall Mountain Resort, joining

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Speaker 3: us right here on Bloomberg Business Weekdaily. Guys, Thank you

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Speaker 3: so much. Bring on the snow