Building A One-Of-A-Kind Manufacturer

The Gondola Shop started as a self-proclaimed ski bum’s mission to solve a very ski-specific issue: mountain photo-ops ruined by scratched-up gondola windows.

Dominique Bastien took on this challenge in 1998, experimenting with the process as she went, and founding what would eventually become The Gondola Shop. Now, she is an internationally recognized expert in gondola restoration and to date, the only one doing this work in the world.

“In many ways, the fact that this field didn’t exist when we started is exactly what shaped our approach,” says Bastien. “We built systems out of necessity, refined them through decades of hands-on work and scaled them carefully, always with the goal of extending the life of gondolas responsibly.”

In an interview, Bastien shares how The Gondola Shop has scaled, how she and her team continue to innovate and develop new processes in a niche market.

How did you first get started in this field, and how did your early work shape your approach to manufacturing and restoration at scale?

I got started almost by accident, from a very practical observation on the mountain. In 1998, while working at Whistler Blackcomb in British Columbia, I co-founded my first company, Sunshine Polishing, with a partner after overhearing guests complain that they couldn’t take photos from the gondola because the windows were so scratched. At the time, resorts had only one option: replace the panels entirely. That sparked the idea that there had to be a better way.

We began by restoring gondola windows—learning directly on borrowed panels, experimenting with different tools and products, refining techniques and proving that restoration could dramatically extend the life of existing components. Very quickly, resorts saw the value. What started as a small, hands-on service grew organically through demos, word of mouth and real-world results, first across Canada and then internationally.

In 2006, I continued the business independently, which further shaped the company’s evolution. Those early years taught me to build everything from the ground up—without manuals, tooling or precedents to rely on. We learned to reverse-engineer components, document our own processes and create repeatable systems that could scale safely and consistently.

Over time, that mindset expanded beyond windows into full cabin restoration: covering disassembly, coatings, interiors, hardware and custom fabrication. In 2019, we transitioned the business under The Gondola Shop name and moved to Colorado, and when we began taking on entire gondola fleets, the foundation was already in place: practical knowledge, strong documentation and a manufacturing approach rooted in real operating conditions, not theory.

In many ways, the fact that this field didn’t exist when we started is exactly what shaped our approach. We built systems out of necessity, refined them through decades of hands-on work and scaled them carefully, always with the goal of extending the life of gondolas responsibly, without compromising safety, quality or the guest experience.

What manufacturing challenges are unique to restoring gondolas, particularly when balancing historical accuracy, modern safety requirements and long-term durability?

Over more than 27 years, I’ve learned that restoring gondolas is really about managing trade-offs. Every project sits at the intersection of respecting the original design, meeting today’s safety expectations and making sure the cabin will survive years of heavy, real-world use.

A good example are windows. Original acrylic or polycarbonate windows were often thicker and shaped using tooling that no longer exists. When restoration is possible, we use our own multi-stage sanding and polishing systems to restore optical clarity while preserving original geometry.

When replacement is required, we build new molds and engineer new windows that match the original shape and appearance but use modern materials with improved UV resistance, impact performance and service life.

Another example is hardware and attachment points via welding. Many original fasteners, brackets or interior mounting components are no longer manufactured. We reverse-engineer these parts, create new drawings in-house and fabricate small production runs using updated alloys or finishes that resist corrosion and fatigue—while maintaining full compatibility with existing cabin structures and lift interfaces.

The same applies to coatings and finishes. We spend a lot of time matching the original appearance while using modern systems that can handle UV, temperature swings, vibration and constant public use. The goal is never to over-modernize, but to make sure the cabin still looks right years down the road.

What we’ve learned is that gondola restoration isn’t about copying the past. It’s about understanding the original intent, the new reality of year-round use, biking season, wider skis, snowboards, then using today’s materials and techniques to extend the life of these cabins in a safe, responsible way. That balance is what we’ve built our company around.

As founder of The Gondola Shop, you oversee operations across the U.S. and Europe. How do manufacturing processes, materials sourcing and quality control differ when managing restoration projects across multiple regions?

Operating restoration projects across the U.S. and Europe requires a high level of structure and consistency, even though not every region operates in exactly the same way. Our European franchise is very well managed by a long-term partner, and while they don’t replicate 100 percent of what we do in the U.S., we’ve built a shared framework that ensures alignment on quality, safety and processes.

We rely on standardized systems for workflow management, documentation, quality control and material tracking. Every project follows defined steps—from disassembly and inspection through restoration, fabrication and final verification—so outcomes are consistent regardless of geography.

We also meet in person at least once a year to review contracts, workflows, performance metrics and process improvements, which helps keep both sides aligned and continuously improving.

Where things do differ is in manufacturing culture and supply-chain dynamics. Working with manufacturers in Europe, North America and Asia requires different expectations around communication, lead times and decision-making.

In Europe, processes tend to be more methodical and documentation-driven, but response times are generally slower. In Asia, time-zone differences and production scale require very precise planning and advanced coordination. North America tends to fall somewhere in between, with faster turnaround but less tolerance for ambiguity.

From a quality-control perspective, that means we adapt to how we manage timelines and communication, but we never adapt our standards. Materials are specified centrally, critical components are validated before production with multiple samples and testing, and finished parts are inspected against the same performance and compatibility criteria before being integrated into a restoration.

Ultimately, managing restoration across regions isn’t about forcing one way of working everywhere; it’s about having strong systems, clear expectations and trusted partners. That structure allows us to take advantage of regional strengths while delivering the same level of quality and reliability our clients expect, no matter where the work is being done.

How do you approach custom fabrication and manufacturing innovation when original parts, tooling, or documentation no longer exist?

Our approach is a mix of engineering, fabrication and deep industry collaboration.

We have an engineer onsite who develops custom drawings and specifications when parts need to be recreated or adapted. For manufacturing, we produce small quantities—often overseas—working with specialized suppliers that understand precision fabrication rather than mass production. That flexibility is essential when you’re restoring older-generation gondolas.

Equally important is the creativity and experience of our team. We bring together people from different technical backgrounds, including lift maintenance professionals, which gives us strong practical knowledge of how these components function in real operating conditions. That internal expertise is complemented by close collaboration with gondola manufacturers when possible, allowing us to validate designs and ensure compatibility.

When documentation is missing, experience and network matter. Between our team’s collective knowledge and our long-standing relationships with ski resorts and the two main gondola manufacturers in Switzerland and France, we’re usually able to find answers quickly—whether it’s about materials, tolerances or safe integration.

Ultimately, innovation in our world isn’t about reinventing the lift system. It’s about problem-solving responsibly, respecting original engineering intent and creating reliable solutions that allow existing gondolas to operate safely and effectively for many more years.