job roles

Award winning and innovative we are the UK’s leading ski holiday company, but we’re not just about the snow and the mountains in winter, our Summer and Lakes & Mountains brands have an equally impressive reputation. Our Overseas Operations team is key to achieving our priority year round – giving our customers outstanding holiday experiences through excellent service and sharing our great local knowledge and expertise.

As well as supervising and organising the Chalet Team, you’ll be hands-on in providing our customers with a high quality weekly menu in a clean, hygienic and comfortable ‘home from home’ environment in which they feel relaxed and can enjoy their holiday.

You’ll need to be naturally sociable and a team player driven to instil high standards and outstanding service as well as excellent food as we expect you to meet/exceed customer satisfaction, sales and budget targets.

You may work with a small team running one of our larger 40 bed chalets or you could be responsible for a number of chalets and hosts in a resort. .

Supervising, organising and training of the Chalet Team to deliver an
outstanding chalet service to include:

• Following the Chalet Manual to ensure the Chalet Team delivers the service our customers expect and to ensure brochure promises are fulfilled
• Daily housekeeping and a weekly deep clean to exceptionally high standards
• Delivering, planning and preparing an appropriate and cost effective daily menu including breakfast, afternoon tea and a 3 course evening dinner to be prepared in line with the Company Food Safety Policy. Packed lunches, canapés and petit fours may also be required as well as catering for special diets and children.
• Providing a professional chalet service in a comfortable, homely and friendly environment
• Reporting and dealing with maintenance issues
• Covering for Chalet Hosts or Chalet Chefs due to sickness or absence of staff
• Proactively solving problems and preventing their re-occurrence
• Accurate and timely completion of chalet paperwork, admin and accounts
• Building rapport with customers and local suppliers

People

• Ensuring that the Chalet Team has the necessary skills by providing support and development to enable them to fulfil all parts of their job profile and in keeping with all company policies and procedures
• Leading by example, inspiring and motivating the team to deliver their best possible performance and follow company policies and procedures

Commercial

• Leading your team to minimise all chalet expenditure and operational costs whilst maintaining excellent service and satisfaction levels
• Leading your team to achieve resort sales targets through selling chalet extras and where appropriate ski pack, après ski and summer excursion products and services
• Escalating any issues to the Resort Manager-Chalets which cannot be resolved which will have high customer or financial impact
• Handling, safe keeping, banking and recording of company money, sales and expenditure and ensuring the team is following company procedures at all times

Commercial

• Internal: Chalet Team, Resort Manager-Chalets, Reps and Childcare Teams, Area Manager
  and Office Staff
• Customers and Suppliers (Accommodation, Après, Transport, Ski pack, Excursion etc)

Personal Qualities

• Enthusiastic and friendly
  
• Determined and highly motivated
  
• Passionate about the mountains & our customers
  
• Good performer under pressure
  
• Independent
  
• Flexible and adaptable approach to working hours

Skills & Ability

• Competent skier or boarder
  
• Problem solving
  
• Selling skills
  
• Communication skills
  
• Planning & organisation
  
• Numeracy and an ability to handle money responsibly
  
• Ability to work unsupervised

Experience

• Relevant work experience including customer service / sales