Ep.24 - Lexi Dowdall and Brandon Ott of Alta, Utah

Don't Mess It Up - Alta's Formula for Protecting an Iconic Ski Experience

What do you think of when you hear the word Alta? Big mountains, deep snow, laid-back chill vibe. Whatever it is, you definitely have an image. Whether you’ve been there or just dreamt about it, Alta has built a mythical legend, and for many is a powder mecca on their bucket list.

Today we're heading to one of the most iconic mountains in North America: Alta Ski Area in Utah. A place famous for legendary powder, deep skiing traditions, and a business philosophy that basically says, "Just because everyone else is doing it doesn't mean we should."

In this episode, I'm joined by Marketing Director Brandon Ott and PR & Communications Manager Lexi Dowdall as we dig into how Alta has protected its brand for nearly 90 years, why they deliberately don't chase growth at all costs, how they use storytelling instead of constant marketing, and why sometimes saying "no" is the smartest business decision you can make.

Whether you manage a destination resort, a community ski hill, or you're just passionate about the business of skiing, there are a ton of ideas in this conversation that you can take back to your own mountain.

Let's head to Utah and find out why sometimes the best strategy... is simply not messing it up.

1. Market the Experience, Not the Product

Insight: Shift marketing away from selling tickets and toward building an emotional connection with your mountain.

Description:Alta openly says they are not trying to convince everyone to visit. Their marketing is about creating respect for the place and deepening the relationship with people who fit their culture.

How Alta Uses It

• Focuses on storytelling rather than promotions.

• Positions itself as an authentic skiing experience.

• Creates lifelong brand loyalty instead of chasing short-term visits.

• Measures success by connection, not just transactions.

How Other Ski Areas Can Use It

Every ski area can ask:

"Are we selling lift tickets or building fans?"

Develop content around:

• history

• local characters

• traditions

• wildlife

• mountain culture

• memorable guest experiences

People remember stories far longer than discounts.

2. Don't Over-Communicate

Insight: Fewer, more meaningful communications build more trust.

Description:Alta intentionally avoids sending constant marketing emails simply because they can.

How Alta Uses It

• Doesn't email guests every week.

• Only communicates when there's genuinely valuable information.

• Maintains credibility with guests.

How Other Ski Areas Can Use It

Instead of sending:

• "Weekend Reminder"

• "Snow Report"

• "Lift Update"

• "Last Chance"

Combine messages into fewer, higher-quality communications.

Guests quickly tune out constant marketing.

3. Protect Your Brand by Knowing What You Won't Become

Insight: Strong brands are defined as much by what they refuse to do as what they choose to do.

Description:Alta intentionally avoids many common resort trends because they don't fit their mission.

How Alta Uses It

• Doesn't chase luxury for luxury's sake.

• Doesn't build unnecessary infrastructure.

• Doesn't clutter the mountain with advertising.

• Doesn't host large commercial events.

Every decision is filtered through:

"Does this improve skiing?"

How Other Ski Areas Can Use It

Create a simple decision filter.

Examples:

• Does this improve the guest experience?

• Does this strengthen our identity?

• Would we still make this decision if no one else was doing it?

Brand consistency compounds over decades.

4. Preserve Capacity Instead of Maximizing Capacity

Insight: More visitors isn't always better business.

Description:Alta deliberately manages skier numbers to preserve the on-mountain experience.

How Alta Uses It

• Parking reservations cap peak visitation.

• Avoids overcrowding.

• Maintains terrain quality.

• Improves guest satisfaction.

How Other Ski Areas Can Use It

Think beyond total skier visits.

Instead measure:

• skier satisfaction

• lift line length

• parking experience

• repeat visitation

• Net Promoter Score

Sometimes a slightly smaller crowd produces much happier customers.

5. Solve Congestion Before Building Expensive Infrastructure

Insight: Operational changes can solve problems before capital projects do.

Description:Rather than immediately supporting a major gondola project, Alta first focused on operational improvements.

How Alta Uses It

• Parking reservations

• Better arrival management

• Encouraging weekday skiing

• Supporting improved bus service

Only after those are maximized do they discuss larger infrastructure.

How Other Ski Areas Can Use It

Before spending millions on lifts or parking lots, ask:

Can scheduling, reservations, pricing or transportation solve part of the problem?

Operations often produce higher ROI than construction.

6. Employees Create the Guest Experience

Insight: Happy employees create memorable guests.

Description:Alta repeatedly emphasized that culture starts internally.

How Alta Uses It

• Gives employees time to ski.

• Builds passion into the workplace.

• Employees naturally share that enthusiasm with guests.

How Other Ski Areas Can Use It

Instead of viewing staff perks as expenses, view them as customer experience investments.

Employees who genuinely love skiing become your strongest marketing asset.

7. Your History is a Competitive Advantage

Insight: Heritage becomes powerful marketing when it's actively shared.

Description:Alta constantly weaves its history into guest experiences rather than treating it as museum material.

How Alta Uses It

• Archives

• Historical storytelling

• Founding stories

• Ski pioneers

• Environmental history

• Historic photos

History isn't nostalgia—it's part of today's brand.

How Other Ski Areas Can Use It

Every mountain has stories.

Turn them into:

• social posts

• podcast episodes

• signs around the mountain

• videos

• newsletters

• historical series

Authenticity is difficult for competitors to copy.

8. Make Environmental Stewardship Part of Your Brand

Insight: Sustainability becomes more meaningful when guests can experience it.

Description:Alta's environmental efforts aren't hidden behind annual reports—they're visible.

How Alta Uses It

• Birding hikes

• Ranger-led ski tours

• Tree education

• Stewardship events

• Trail work

• Forest partnerships

Environmental work becomes part of the guest experience.

How Other Ski Areas Can Use It

Instead of only saying you're sustainable:

Invite guests to participate.

Examples:

• volunteer trail days

• wildlife walks

• tree planting

• native species education

• habitat restoration

People value what they help protect.

9. Operational Constraints Can Become Strategic Advantages

Insight: Sometimes limitations help create your brand.

Description:Alta has relatively few lifts for its terrain, requiring traverses and exploration.

Rather than apologizing for it, they embrace it.

How Alta Uses It

They position exploration as part of the adventure.

Guests earn their turns.

How Other Ski Areas Can Use ItInstead of trying to eliminate every inconvenience, ask:

"Could this actually be part of what makes us unique?"

Not every mountain needs to compete on speed or convenience.

Sometimes character wins.

10. Build a Brand That Doesn't Need Constant Reinvention

Insight: Consistency over decades creates exceptional brand equity.

Description:Alta has resisted many industry trends because its mission remains remarkably consistent.

How Alta Uses ItEvery major decision comes back to one purpose:

Provide an authentic skiing experience in a natural mountain environment.

That clarity guides marketing, operations, capital investments and guest experience.

How Other Ski Areas Can Use It

Create a simple mission that every department can use when making decisions.

Then ask before every project:

"Does this move us closer to our mission—or away from it?"

The strongest ski brands aren't always the newest or biggest—they're often the clearest about who they are.