togwotee lodge.

[Snowizard]

Togwotee area trail grooming?? Horrendous!

Jeff Golightly,
Big of you to step up to the plate and try to solve these situations. I have observed some of the same concerns that others have posted here.

Myself and the GF have been here the past 5 years in a row. The trails were well marked and groomed, UNTIL this year. Trail "E" for example is dangerous and unrideable. But there are other problems as well.
Not an exaggeration.

I am sitting at the lodge guest computer writing this right now. We are leaving today, but when I get home I will send to you a more detailed explanation of what we observed all week long on this trail system.

I do know what I'm talking about as I am a coordinator for a 855 mile trail system in central MN, with 9 individual clubs doing grooming and trail maintenance.

Otherwise we have had some positive experiences this week too. Later I will outline those.
Gotta run.
BTW, guest computer is a nice touch for checking flight info. Thanks!

Snowizard/Roger.

edit: Yesterday, an older rider and his son went to the rental shed to comment about trail conditions. He was told to his face "you suck" by someone at the counter. I know, 2nd hand info, and wish I had been there to hear it myself.

 

[dmkhnr]

I've stayed in places all over ID, MT, WY, and Tog is my favorite.
We rented a cabin last month after the first big snowfalls, and were treated very good there. (keep in mind your on a snowmobile vacation, not at a resort in Maui)
Ended up having to leave 1 night early, and telling the front desk well after checkout time. It wasn't a problem, they just asked that we come back and visit again.
They have a great shop there for gear. The rental shop across the lot let me borrow tools, and had parts for my machine. Fuel is right there.
We ended up in the bar late one night, and it was full of the employees, and the tender seemed to be more involved with them than us, but we got our beer and gave it a chance. Everything ended up O.K. We ended up talking to a couple of the emps, it's kind of interesting to find out where they are from, and how they ended up in Tog for the season. I see where people could be turned off by this, as the atmosphere was a little wierd at first for us, but it opened up.
Good job up there Jeff, and if any of you end up in Jackson for the evening, the Cowboy bar has the best steak I've ever had.

 

[hiherthanu]

Togwotee mtn lodge.......thank ou for stepping up and takng this thing head on.


dpsnodno......I was a local to south west wyoming... Ive been riding sleds for 20 yrs. and one thing you learn after doing mod sleds or just riding a stocker is that breaking down is the nature of the beast. DONT YOU ASSUME I HAD AN ATTITUDE OVER THAT. assuming make you look like an ***. thank you for being the math wizard you THINK you are. If this was the case 4 of us drank a 6.00 drink EVERY 12 minutes for 7hrs. ........I THINK NOT!!! My group was playing poker in the bar ( not getting slobbering drunk) 600.00 bar tab..........thats why Im pissed about this. Today I will call the gm of Togwotee mtn. Lodge and discuss the weekend we had.

 

[Jeff C]

Here is my take. I've been watching this thread since it started.

First off, there is no way to please 100% of the people 100% of the time.

But when someone gives you constructive criticism, as a business owner you should (And it looks like Jeff is) attempt to get better and get as close as you can to 100%. Apparently if you ran the lodge, maybe the 88% repeat customer percentage might be a bit lower eh?

There will ALWAYS be a percentage that no one can please, probably like the guy that started this thread and the others that can't seem to find any place that meets their expectations.(You can tell exactly who these people are)

What is there some sort of marking on their forehead or something?

Let's do the math, A call drink such as a Captain Coke is $5, A $600 bar tab would be 120 drinks. Either you have a lot of "friends" or you seriously need to think about rehab.


So what does the amount of a bar tab have to do with being treated poorly. With food and drinks 10-15 guys could do that easily in a longer day at the bar.


I also see your sled broke down, huh, maybe something sparked an attitude.

Then again maybe not.


I can't imagine that the staff there would talk to one another. There are always two sides, it's called perspective.

Granted there are snags with employees I'll give you that, but at a lodge that employs as many people as Togwotee thats probably a given.

I am as "local" as you can get to Togwotee and spend a lot of time up there. I have to say that never in my 40 years in the seat have I been able to find a place that offers the quality riding that you can find there for any level of rider. There is a store with gas, a restaurant, a bar, a rental shop, mechanic shop, lodge rooms, cabins and usually more snow than a lot of other places.


That is just fine, but what does this have to do with how they were treated?

Jeff, good job for steppin' up to the plate. For the whinners, find another lodge that meets your specs

Again, I suspect that if you ran the lodge and did not care how your personnel treated customers, that is exactly what alot of people would do..

..........

 

[Jebski]

Dont stay at Lava Mountain lodge either it just as bad

Spent a week at lava mountain lodge last year. I ride in a group of 8 and we rented the big house. Our experience there was GREAT!! The owners helped us with whatever we needed and the bar stayed open as long as we wanted to sit there. Granted there were only 5 other sledders there besides us. The food was pricey. I ate off the lunch menu at nights. We were told that they were trying to make a nice restraunt for the locals, therefore the high food prices.

The only thing we were asked, is during supper we weren't loud and rowdy while the supper crowd was there. After that, we threw in the sled vids and had a great time!!!

I have also stayed at the sawmill and lineshack. NO problems with either one, will visit them again.

 

[TurboM700]

Wy Lodges

I have been going to this area for 6 years just got back from our once a year trip. We always stay at Line Shack Lodge "are good friends with the owner". The thing that I have notice and Togwotee maybe different I have never been there nor do I want to go to many people is that help is hard to find out there you either the Native Americans or the collage guy or gal that is taken the year off. Of all the 6 years I have been to Line Shack they have always had different staff and cooks. This was the first year that the Bar Tender was the same. Just think how hard it is to always be training people in every 6 months.

We go out there and to have a good time and not everything goes as planned. But that what keeps life interesting and makes for good memories or at least stories.

Aleast that my 2cents.

 

[05900]

Marketing Geniuses

..........

By the looks of the responses it seems he had an attitude if only a bit alcohol induced and a little misdirected?? If you are so knowledgeable about customer service maybe you should do Jeff's job Jeff C or go one better and BUY the place as I've heard it is for sale......any takers???????? Let's hope Jeff gets it all straightened out.
Like dpsnodno said someones always gonna *****,it should have been to mangement and only on here if something wasn't done about it.

 

[PCDOC]

Jeff G. I for one, am glad to see you posting about this problem. This means you care enough about what is posted on this 4m to take care of the problems. As I stated earlier we were there last week and the service was less than friendly.

Just happy that you will address the issue. Hope to see you next year.

 

[R J]

Togwotee lodge. Im posting my rant just to get it out to let you all know what it is like to stay there

Friday, at 3:00 p.m;. we go to the bar and have a late lunch and drinks. (we all know what happens here) at 5:00 the bartender comes over and asks for a credit card to secure our bill ( no biggie) at 7:00 same guy comes over and warns our tab is at 200.00........ at 8:00 the new bar maid comes over and lets us know she is the only bar staff left and she wont be doing rounds anymore, we will have to get our own drinks at the bar. At this time people there are 12 people in the bar including her. One of the guys in our group tells the bartender he will TIP her 20.00 for every round she brings us.....she never came back.. 10:30 we finish our poker game and go to the bar and settle our 600.00 bar tab...........2 of our group go out the front door to smoke and 2 out the side door to the room....we were approached not once but twice.....while leaving the bar about tipping the bar staff.......SERVICE


rooms........we rent two rooms for one nite each 129.99 a piece. two guys to a room. on Saturday nite we rent a suite with 4 beds for 149.00 plus 10.00 for each guy over two in the room......WHY HAVE 4 BEDS AND THE EXTRA 20.00 (169.00) IF YOUR GONNA CHARGE 10.00 PER GUY.
not to mention the "friends of the forest" donation they charge you with

I can understand your frustration with the Red Fox. They have some of the most mindless staff working that place a business could find. I sat back one night and while some of our group were talking and eating I was watching how this was all playing out. To me it got better this year but it has a long way to go and I don't think with the temporary staff they will get there very soon.

As for the bills, costs and so on? Well all I wanted one of the mechanics to do was check my clutch alingment for me, which would take approx 1 minute if you took your time. ( I had all the panels removed and so on) and I said I'll buy a belt either way, I just want to know if it's all good or do I need to work on it when I get home. They said $100.00 for us to do it, or we'll loan you the tool for $5.00. All this even after I was buying the belt for $170.00, been going there since 1995-96. The comment made when I mentioned how odd this was. Read the following and I'm 100% on this.

"WELCOME TO THE MOUNTAIN"

I almost wanted to steal a belt from one of the sleds and the tool he loaned me for $5.00 and say "WELCOME TO THE CITY!"

Some of the staff at Togwotee are great. (Carter, Ben Wallace, Josh and so on) but some of the others up there are just unbelievable and making the expierence not what it should be.

 

[tambo146]

A Positive Perspective

Greetings,
Wow is what I'm feeling Jeff. My boyfriend and I just came home from another fabulous long weekend spent at Togwotee Lodge. We have traveled to the lodge for a total of six weekends since sledding season began this year. We live 7 hours away but feel that's a small price to pay for the wonderful way that we are treated each and every time we stay there. From the time that I make our reservations until the time that we check out, every employee makes us feel as if we are personal friends, ESPECIALLY in the Red Fox Lounge. Charles, the bar manager, as well as his staff have always given us wonderful service and we enjoy the time that we spend there with each visit. I simply wanted to give you and the readers a more positive perspective on your staff @ the lodge and in the bar since it seems only the negative experiences have been written about in this thread. To the readers of this thread..... By ALL means, get your sled and your Sno Bungee up to Togwotee and enjoy the incredible snow, it's VERY DEEP in places AND
the awesome staff.
Tambo146

Togwotee

Wow,

I'm Jeff Golightly. I am the General Manager of Togwotee Mountain Lodge. Reading this thread has been tough.

We are very proud of the fact that 88% of our guests are repeat or referal clients. That kind of number is unheard of in our industry. I know that the primary reason people choose us is because of the snow and our location, but we must to add to the experience with great service or we will lose our clients we worked so hard to keep through the years.

You have our attention. We are having meetings and quoting several of you to have a dialog with our employees today. My expectation of them is to care about your experience with us, and to strive to make your experience the best it can be. Mistakes will happen (we are human), but our response to our mistakes is how I feel we should be defined. Poor attitude is not a mistake and is unacceptable.

When I travel, I have no problem with an error that is immediately responded to and addressed. Poor attitude and a poor service is a sign that for whatever reason management is not getting the right message across, or the person giving poor service is in the wrong position. Not getting the message to our employees is ultimately my responsibility, and I accept responsibility for where I may have failed some of you.

I am very proud of my staff. If some bad apples have gotten in the bunch, or if we have failed to properly train some of them, we will work to correct that situation.

I want to invite anyone who stays and has a bad experience to contact me or one of my directors while you are here so we can rectify the situation immediately (just stop by the front desk and ask for one of us). Also, if there is an issue that you experienced already please let us know.

I believe we have the high rate of repeat and referral business for a reason. We know how to provide great service and will strive to succeed at providing it. This thread had been humbling.

Our phone number is 800 543 2847
General Manager - Jeff Golightly - ext 426
Food and Beverage Director - Duncan Allinson - ext 431
Rooms Division Director (Housekeeping Front Desk Reservations) Ben Wallace ext 404
Snow Ops and Retail Director - Rebecca Horton - ext 415

Take Care,
Jeff Golightly

 

[pwdrhogRMK800]

Good work Jeff, I am sure things will improve. I have stayed up there twice already this year. We have a group of 15 lined up for this weekend and a guide, can't wait. We will give the Red Fox a good trail run I have had to get my own drink from the bar before but thats about my only "complaint" which is not that big of deal, other than that its always been great. This will be the first time with a guide, looking forward to it!

 

[R J]

Jeff, thanks for the reply. I think it does make a difference when someone of importance responds to some of this.

My expierence at Togwotee has be generally positive. I have been coming out there since 1995-96 and remember the days of just the lodge to the days we have now. Some years were better then others in terms of the whole deal but as I sit back now after being out there I would have to say just a few of the following things that may help.

1) Staff, get more of them for the peak times. I know it's hard given the location and so on to keep the help there but a bartender for the bar folks and two waitresses/waiters for the table guests. There really isn't a slow time in terms of what day it is, but I'm meaning around the Holidays and the prime season.

2) Get a auto closer on the Red Fox door to outside. That is just unreal if you happen to be stuck at that table by the door. Too many people don't understand to shut the door behind you when you come in or out.

3) How about a temporary inclosure for that area just during winter. Kind of a buffer zone like we all see at businesses and so on. A door, a temp entry area then another door to enter the main area.

4) A mechanic or guest service guy simply for Togwotee guests. Sure it would cost the tennant some money but at least they would be able to help the guest in a timely fashion and keep them riding. That way the other mechanics could tend to the rental fleet and the groomer operation.

5) Have a happy hour specials or something. That would get people out of the cabins and up to the lodge to spend money.

I would be more the happy to talk to some of the Togwotee staff about my ideas over the phone if you would like. PM me if you wish.

Thanks for the reply.

 

[snow_knight]

Jeff, again like said before.. thanks for replying to this thread.. nice to see somebody try and listen to customers for a change..

I'm going to second pretty much everything in Rj's above post.. He brings up some very good points. Most of which can be done for very little extra capital, and would prove to be profitable for the business. I have been going to the lodge for around 8 years and usually stay there 4-5 times a year depending on snowfall at the time of our trips.. Some of they stays good.. some of them not...

I'm going to be putting a very large emphasis on #4 our Rj's post for a mechanic for sledders staying at the lodge. One will also need a good supply of parts for the major 4 oem brands, and some aftermarket parts like clutching, ect... Take a look at cooke city for example, no matter what type of sled you ride more than likely one can find most parts needed for a fix, and most of the places there have mechanics that have very good knowledge about sled setups for the area.. This plays a factor for a lot of groups on taking trips. I personally have been stuck there at the lodge calling all over the place for simple things like clutching and trailing arms..

Another aspect that I would like to see some change in the future is the dining options. I understand your current position on catering to a higher class and delivering an all around great dining experiance.. however there is a lot of people out there that dont want and will not spend 10-14 dollars on a hamburger and fries.. or want or will spend 30 dollars on a steak. Because of this a lot of people bring there own food and cook themselves. I know that offering a more reasonable dining option will not eliminate people cooking themselves, however it would prove to be a great option for most of the people coming to the lodge. Doesnt have to be anything fancy, hell it could be a wall tent with a little buffet, or burgers/brats.

I might be up at the lodge this weekend riding, if we do make it up there and you would like to know more let me know.

Again.. thanks for trying to make the lodge a better experience for all

Rocky Ruzicka

 

[R J]

I would like to add is bring back the chef from the mid 90's when there were a few choices on the menu and you could have the chef who was in the middle of the room cook it to your liking! That would be awesome!

Jeff and the staff at Togwotee, there are a lot of us on this forum as you know that would love to help out in any way we can to make the expierence better for everyone including the regulars. Remember it's not all about the fly in customers from far away places, that come once, get stuck and go home. It's the guys who drive 2 hours or 24 that have kept coming back year after year.

Maybe a survey or questionaire sent to long time guests or even a thing at the time of check out asking if we would like to be contacted in how to improve the expierence?

 

[LISA]

Ok just have to respond to this. I have had a service based business for 15 years of my life and I do go with the moto the customer is always right cause thats what keeps me in business and my clients happy which I get well paid for. I would expect if I am going to be spending a bunch of my hard earned money on having fun on vacation then I expect to be treated well whether I am paying to sleep in their lodge, Drink their booze, or puke in their toilet. If they can't handle it then they are in the wrong business and won't stay in business.

Oh forgot to mention I use to live up in the wy area and do know many people who have stayed there in the past. So hopefully they might get enough negative feedback to hire some staff that enjoy catering to customers. Seeing how thats what they are getting paid for.

 

[Razors Edge]

Wow! I got a cabin reserved there or Monday the 21st. First time I've ever been there should be interesting. I hate when waiters or bartenders think a tip is automatic. Very annoying when a bar is empty and the bartender can't keep you beer mug full i.e. sitting on there rear.

 

[Sally Danger]

Folks, This lodge, year after year, has proved to be THE premier snowmobiling destination that can be considered a snowmobile "Vacation". You tell me one other snowmobile lodge that consistently draws people from all corners of our continent. Every trip you meet someone who has never sat on a sled but always dreamed of it, next to them is a group of turbo'd propane powered knuckledraggers all there for the same reason, Snow. Not booze, Not food, Not housekeeping, Snow. Snow that starts at the front door and guides who can take you to it. Ask Jeff what business he is in and it is not the snowmobile business, it is the people business! Now try to be in the people business when 80% of your people just started 10 days before your booked to capacity. The lodge goes from 0 guests to 300 in a few days. You are never going to pull this off without needing to weed out a few idiots. And they weed them out pretty fast.

Now, The Red Fox Saloon has always been a special place, It is always full of employees and most of the time that is a good thing, as said earlier, they all have a story, or a song, or some quirk to keep you entertained. We have drank there since 1/2 of it was a TV room in the late 80s, I can't remember one time that the service affected my ability to get drunk. RJ, I think people left the door open for a bit of fresh air, the no smoking should solve that problem I'll bet. Imagine the Red Fox without the employees and you may have a pretty boring place.

I think RJs idea for a happy hour for people not on the package is a good idea, once in the lodge and drinking, they may stay and eat and drink some more. Get drunk, sleep in, leave more snow for us!

We met Old Goats group there about 10 years ago and have been riding with them ever since. Our group size has run into the 20s and some problems have arose, but absolutely nothing that a one on one did not solve. These folks have always listened and gone to great lengths to accomodate any concern we have had, and as you look back, they are pretty moot as we are there for the snow. Not food, not booze.

OK, we have broke a couple of parts out there. That shop and the people in it have bent over backwards to get us going, They stay late, they pick up parts in town, they get you fixed up with other guests that help or have parts, and when you really did your sled in good, they rent you a very nice, capable, top of the line sled. They always go the extra mile to make sure you are in the snow when you are there. The Guides are some of the greatest people you will ever want to ride with, you can just ride, not have to worry about the where, when, hows of your day. It is truely relaxing. Isn't it Bill.

I want to rip on you a bit for starting this thread, because I know you could have solved this with a phone call. Jeff is a good man and has good people that would have addressed this pronto. Charles runs a good bar and I'll bet would have listened and reacted to your call.

Don't quote me on this.....

Dave R

PS... Please tip your guides well, They are a great hard working bunch. They deserve it.

 

[R J]

Propane knuckle dragers. Good one!

The TV room and the Red Fox with the goofy wood furniture and sheep skin coverings. That is what it needs to go back to plain and simple. A lot of us here remember those days and when you go back in your memory, wouldn't we all want Togwotee like that? I sure do, although the cabins were a great addition and having your own hot water is the best!

Sally, each one has a different view of the staff and how it all goes. You are right, they go from no expierence and no people to fully staffed in a New York minute but I think, and only think there has to be a way to do it better.

 

[YNOT55124]

Just back from Togwotee Trip

We spent 4 nights at the lodge and what a great trip. Staff and service were excellent.

 

[Bagger]

Mr. Golightly,
Takes a stand up guy to read this and stay cool and respond. Good on ya'. Bagger