Meet Felicity Freeman, our Snowsports Specialist, who, together with Pene Cook, forms an iconic duo dedicated to creating unforgettable snow adventures. Not only do they coordinate the booking of your Snowsports tour alongside the rest of the WorldStrides team, but they also serve as your Logistics Coordinators at Falls Creek and Mt Hotham throughout the snow season. From the moment you arrive at the snow, they warmly welcome your group and provide seamless support every step of the way.
We sat down with Felicity to give you an inside look at how our Logistics Coordinators support our school groups on their Snowsports trips.
Walk us through how you support groups when they arrive at Falls Creek/Mt Hotham.
The Logistics Coordinator (LC) will stay in contact with you and your coach driver on your arrival day as you make your way to the mountain, ensuring there are no delays affecting your schedule. If unexpected delays occur, we will liaise with the rental store, ski school, caterers, and lodging to accommodate your late arrival—whether that means rescheduling lessons or keeping your dinner warm!
If everything is running smoothly, fantastic! We’ll coordinate with your coach driver to get you safely parked for unloading, assist with transporting your luggage over-snow, and show you the quickest route to your accommodation. Once there, we’ll introduce you to your lodge managers, familiarise you with the dry room, shoe-on/shoe-off areas, allocate rooms, and ensure everyone has a comfortable pillow to sleep on.
We’ll review the schedule, including timings and locations for activities such as rental collection, lessons, and meals, so you know your way around the village. From there, we can escort your group to the rental store, distribute lift tickets, and ensure everyone has the correct gear. Any additional or unneeded belongings will be safely returned to your lodge.
The first day can be a bit hectic, but that’s why we’re here—to make the process as smooth as possible. Once you’re settled in, we’ll step back, but we’re never far away. You’re encouraged to reach out for anything you need, whether it’s a last-minute request or an emergency. Your LC will leverage their connections and local expertise to support you every step of the way.
Can you explain your role in a nutshell?
Whether you’re stepping into a brand new environment or returning to familiar slopes, your LC is your go-to support system. Equipped with extensive local knowledge and experience, we ensure you’re in the right place at the right time. We’ll guide you safely and efficiently, lend an extra set of hands and eyes as you settle in, and be the friendly face you can turn to with any and all questions about your program or the mountain.
Unexpected challenges are part of any adventure, and that’s where we shine. Picture this: If a student leaves belongings on a coach that’s halfway back down the mountain? Not a problem—we’ll coordinate with incoming groups and intercept the bus to retrieve your items. Think of us as your local hero in action! 😉
What are the key responsibilities you manage to ensure a smooth and hassle-free experience?
Weather can be unpredictable, and when snow and icy conditions are involved, ensuring our groups travel safely becomes a top priority. A sudden change in weather can create a snowball effect (pun intended), requiring us to cancel or reschedule travel times, which in turn might impact your scheduled snowsports, meals, or even flights. With up to 15 groups on the mountain at any given time, coordinating adjustments during intense weather conditions is one of our biggest challenges—it isn’t always bluebird days!
We also manage smaller, less noticeable tasks to make your experience as seamless as possible. For instance, we ensure there are always enough milk alternatives after breakfast so that even guests with dietary restrictions can enjoy evening hot chocolates by the fire! We’ll also transport your shoes from the rental store to your lodge, saving you from juggling them alongside your skis, poles, and boards. We think of everything so you don’t have to.
Can you explain a time when you successfully overcame a challenge for a group during their tour?
One memorable day, a group of 90 students arrived for a day trip to the snow. They all needed everyone outfitted with gear and on a chairlift for their 8.30am lesson. After an extended pit stop for a toilet break for 90-plus people, and some necessary coffee orders after a 3am wake-up call, the group was running behind schedule. Upon arrival, I had their lift passes organised and at the ready, and since this wasn’t my first rodeo I knew what to expect and was able to delegate and get them out the door efficiently. Without guidance and clear instruction, the group might have missed their lesson, but with my help they got the most value and enjoyment out of their day.
Can you share a memorable or standout moment working as an LC?
I’ve had the pleasure of spending time with several groups in their lodges after a day of skiing and boarding, and my all-time favourite moments are when groups share their “hero of the day” or reflect on “who they’re thankful for on this trip.” These sessions always bring out some awesome and heartwarming stories, genuine gratitude, and bonding among the students and teachers.
How does having LCs on-site improve the overall experience for teachers and students during their time at the mountain?
We’re the problem solvers, so you don’t have to be. When issues arise—and they inevitably do—teachers don’t need to stress over how to fix them or where to go. Instead, they can come straight to us, and we’ll handle it. Our role allows teachers and students to focus their time and energy on enjoying the slopes with students and making the most of their trip, rather than getting bogged down by logistical challenges.
Do you have any tips or advice for teachers or group leaders to help them prepare for a smooth and hassle-free trip?
If you have a lesson or plan to ski on the afternoon of your arrival, don’t pack your ski gear at the bottom of your bag! Keep everything easily accessible, and ensure everyone in your group does the same. Depending on your arrival time, you might not have the opportunity to check in or get changed, so plan ahead—dress and pack in a way that allows you to head straight from the bus into your ski boots. 😊
Another tip: it doesn’t hurt to call your LC ahead of departure and go through your itinerary line by line confirming times. We are happy to do it and would rather iron out any details before issues arise.
What inspired you to work in Snowsports for WorldStrides? What do you enjoy most about the role?
Some of you may have travelled with us during the days of the The Bird (good times!). That’s where it began for me. I started working odd jobs at Mt Hotham since I was 18 years old, one of which placed me in The Bird on reception. It was there that I first experienced the excitement of school group travel and got to see all the smiling faces of students and teachers passing through.
I loved the mix of organisation and chaos that came with hundreds of students coming through for their lessons and meals and everything in between. Growing up, I was lucky enough to visit the snow regularly with my family, and it’s incredibly fulfilling to know that our trips give loads of other young people the chance to go to the snow and try skiing and snowboarding.
As you can see, having Logistics Coordinators like Felicity and Pene by your side can make all the difference during your snowsports adventure. From solving unexpected challenges to creating a seamless experience for students and teachers alike, they are the heartbeat of our school snow trips. Their dedication, local expertise, and passion for what they do ensure that every group leaves the mountain with unforgettable memories.
Whether it’s your first time hitting the slopes or a return trip to your favourite snowy escape, rest assured that Flick, Pene, and the entire team are ready to make it an adventure to remember. So, gear up, hit the snow, and let us handle the rest!
