The reality of the resort is harsh: the work is physically demanding, the shifts are long, and the clients are often nervous. It often happens that enthusiastic hires in November leave in the middle of February due to “burnout”, leaving you in a critical situation. How to prevent this? How to turn a group of strangers into a well-oiled machine that generates revenue and smiles?
In this article, we will look at hiring and management strategies that work in the reality of Bulgarian resorts in 2026, beyond standard HR clichés.
1. The Profile: Look for Attitude, Not Skills
Many owners make a fundamental mistake by necessarily looking for people who “know about skiing” or are former competitors. Of course, technical knowledge is a plus, but it is the easiest part to learn.
Look for people with experience in the service industry (bartenders, waiters, receptionists) because they already have a built-in immunity to stressful situations and capricious tourists. A former bartender will sell more additional services (upselling) than a silent ski expert.
2. “Bootcamp” training before launch
Don't throw new people straight into the deep end at Christmas. That's a recipe for disaster. Organize a 3-day intensive training in early December when the wardrobe is still empty.
What should the program include:
- Technical module: Working with the software (scanning, payment), setting up DIN according to ISO standard (safety), drying and disinfection procedures.
- Procedural module: What do we do in case of a broken window? What do we do in case of theft? How do we proceed in case of a claim? Write clear protocols.
- Roleplay: Play out scenarios: “I am an angry tourist whose shoes are being tightened. Calm me down and solve the problem.” This prepares their psyche for reality.
3. Motivation: It's not just the salary
In Bansko, the competition for staff is fierce. Hotels and restaurants bid for every person. To keep the good ones ski locker staff, you need to offer a package that competitors don't have.
Money is important, but seasonal workers (especially young snowboarders and skiers who come for the mountains) also value other assets:
- Ski pass: Securing a seasonal lift pass is often a stronger motive than a 200-300 BGN bonus.
- Flexible schedule (Ride breaks): The ability to drive 2 hours in the morning before a shift (first tracks) or during lunch break is a huge benefit that costs the employer nothing.
- Quality accommodation: This is the biggest problem in Bansko. If you are hiring people from the interior of the country, providing them with a normal, warm apartment with internet (and not a miserable dormitory) is key to their loyalty.
4. The February Crisis (Burnout)
Every experienced manager knows: by mid-February, after the peak of the English holiday, fatigue sets in. The team has worked for 60 days without a break, the adrenaline has worn off, and the mistakes, scandals, and intrigues begin.
5. Security and control
No matter how much you trust your team, the temptation in a seasonal, cash-based business is great. The lack of control leads to “private” rentals (the money goes into the employee’s pocket, not the cash register).
How to protect yourself intelligently without being a “policeman”:
- Software control: Every transaction must go through the system. Prohibit manual price adjustments without a manager card.
- Mystery Shopper: Send your friends once a month to rent equipment and see if they will issue a receipt and if the service is up to par.
- Bonus “Turnover”: Tie the salary to the official turnover. When the employee knows that he receives a percentage of each marked sale, his motivation to hide turnover disappears because he is also stealing from himself.
Conclusion
Yours ski locker staff is the face of your business. The customer may not remember the brand of skis, but they will remember the boy who helped them tie their boots with a smile or the girl who gave them advice about the piste.
Invest in your people – in their training, lifestyle and attitude – just as much as you invest in new skis and machines. Only then will the 2026 season be not only profitable, but also peaceful.
English (UK)