The General Manager at Glenwood Caverns Adventure Park, Nancy Heard seamlessly blends her technical acumen with a love for outdoor adventure and hospitality. In her current role, Nancy oversees the day-to-day operations of both the amusement park and the guided cave tours, ensuring every visitor experiences the thrill and wonder the park has to offer. Her responsibilities extend to fiscal management, including budgeting, planning, and development, making her an indispensable force behind the park’s success.
Nancy’s journey to Glenwood Caverns is a testament to her versatile expertise and unwavering passion. Before immersing herself in the world of adventure parks, she started her career in engineering and corporate training with Martin Marietta Aerospace Company in Denver, Colorado. Her technical background provided a solid foundation for her future roles, but it was her passion for skiing and photography that set the stage for her transition to the leisure and tourism industry.
After earning her MBA from the University of Colorado, Nancy joined the Aspen Skiing Company in 1991, where she dedicated 16 years to various roles. She spent the first half of her tenure in mountain operations management, honing her skills in overseeing complex operations and ensuring the smooth functioning of ski resorts. Later, she took on the role of General Manager of the Photography division, blending her managerial skills with her creative passions.
Nancy’s strategic vision and operational expertise were pivotal in the build and launch of the Iron Mountain Hot Springs, which opened in July 2015. Her role encompassed operations, planning, and development, showcasing her ability to lead projects from inception to successful execution.
With a career that bridges engineering, corporate training, and the management of world-class recreational facilities, Nancy Heard exemplifies leadership that is both innovative and grounded. Her journey reflects a unique blend of technical prowess, creative passion, and a commitment to delivering exceptional guest experiences. Under her guidance, Glenwood Caverns Adventure Park continues to thrive as a premier destination for adventure and exploration.
Leadership Journey and Insights
On continuing to grow and develop as a woman leader, Nancy considers it a privilege to be called “leader,” knowing that trust is earned. She enjoys exploring team dynamics and discovering the heights that can be achieved through collaboration. Always eager to learn and grow, Nancy strives to be a better leader for her team.
While she is uncertain about the specific qualities that might be lacking among today’s emerging leaders, she observes that those who fail often seem to possess an abundance of self-importance. This insight underscores her commitment to humility, continuous improvement, and fostering a collaborative spirit within her team.
A Harmonious Society and Hospitality Industry
Nancy believes that three key areas for improvement in society, the travel and hospitality industry, and people’s daily lives are gratitude, tolerance, and happiness. She thinks that fostering gratitude can enhance appreciation for the world around us, encouraging people to value their experiences and interactions more deeply.
Tolerance, in her view, can bridge cultural divides and promote understanding, essential in a global industry like travel and hospitality where diverse backgrounds and perspectives intersect. Finally, Nancy feels that prioritizing happiness can lead to more fulfilling lives, improving mental well-being and creating a more positive and supportive environment for everyone.
Dedication to Glenwood Caverns Adventure Park
Nancy oversees all aspects of operations, maintenance, finance, human resources, and marketing at Glenwood Caverns Adventure Park. The happiest part of her day is when she gets a chance to walk around the property during operating hours on a busy day. She enjoys seeing friends and families enjoying each other’s company while sharing in the unique experience of the park.
Nancy takes great pride in the distinctive experience the park offers and is especially proud of the employees who are genuinely committed to providing exemplary service to the guests. Seeing the joy and connection among visitors reaffirms her dedication to maintaining and enhancing the park’s offerings.
The team asserts, “Nancy‘s mere presence transforms Glenwood Caverns into a livelier, more spirited place. She has a way of lighting up any room she enters, and her vibrant presence is immediately felt by everyone in the room. Her infectious energy and zest for life instantly elevate the mood and atmosphere. The team can’t help but feed off her enthusiasm, finding themselves energized and eager to provide Glenwood Caverns’ guests with the best possible experience. “
A Bold Career Move
The greatest risk Nancy took in her professional career was changing jobs at 47 years old after 16 years with a fantastic employer and a job she loved. This decision was not made lightly, as it meant leaving behind a position where she felt comfortable and valued. However, she believes that, as with many things in life, the greatest risks often bring the greatest rewards.
Nancy joined Glenwood Caverns Adventure Park and has now been with the organization for just as many years as she was with her previous employer. During her time at Glenwood Caverns, she has had the rewarding opportunity to contribute to its success and growth in ways she could never have imagined. She has overseen the implementation of innovative projects, enhanced guest experiences, and helped build a dedicated team that shares her vision for excellence in service.
Reflecting on her journey, Nancy recognizes that taking this leap was pivotal in her professional development. The move allowed her to leverage her extensive experience while embracing new challenges that have further honed her leadership skills. The satisfaction she derives from witnessing the park’s progress and the joy it brings to visitors affirms that taking this significant risk was a profoundly rewarding decision.
Hiring Philosophy
For Nancy, the most important traits to look for when hiring a new team member include a positive demeanor, confidence in their competence, and a desire to learn from others. She believes that while soft skills can be learned, the best team members in the service and hospitality industry often possess an innate ability to connect with people and anticipate their needs. This natural talent for empathy and service not only helps them excel in their roles but also provides them with genuine satisfaction in their work.
Transforming Glenwood Caverns Adventure Park for the Future
Nancy’s vision for the future of Glenwood Caverns Adventure Park revolves around completing a Master Plan centered on tourism and enhancing the guest experience. The plan includes a new Visitor Center featuring retail options, a larger laser tag arena, and an indoor dark ride.
A stunning makeover of the courtyard area is also part of the vision, transforming it into a beautiful arrival space with various styles of stamped concrete, pavers, flowers, fountains, and flags. Completing the looped pathways around the park is another goal, enhancing the overall flow and accessibility for guests.
The Giant Canyon Swing, perched 1,300 feet on the cliff’s edge, has already given Glenwood Caverns Adventure Park international notoriety. Glenwood Springs continues to gain global recognition with the WorldSprings expansion of the Iron Mountain Hot Springs. The response from international guests has been overwhelmingly positive, reinforcing the park’s growing reputation worldwide.
She asserts, “The next five years at Glenwood Caverns Adventure Park will be spent putting the finishing touches on the physical property and determining how to maximize the potential of our three most unique offerings – the scenic gondola ride, historic cave tours and the theme park.” Additionally, Nancy envisions adding a suspended interactive play area, thoughtfully themed and customized to the park’s unique topography.
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