job roles

To manage teams to deliver excellence in the area of service and quality for the benefit of our customer. Maintain a motivated, dedicated and focussed team of Hotel resort staff.
To achieve business critical objectives namely positive performance versus budget, maximum revenue and minimal operating costs.
Act as a contact between the resort staff and the many internal company functions.

Ensure maximum guest satisfaction through provision of
High quality services and facilities.
Maintaining high level of guest feedback through Customer Questionnaire returns.
Taking appropriate steps to reduce issues as soon as they are raised and enhancing customer enjoyment.

Achievement of financial targets/budgets including
Incremental sales.
Gross margins.
Costs controls- labour, food, utilities and other variable operating costs.

Personnel
Develop staff through appropriate training programmes and succession planning.
Effectively and promptly deal with employee relations issues.
Ensure minimum staff turnover through effective management.
Ensure ownership of issues through all aspects of the customer journey.
Support GM in Defining staffing level for all properties.
Preparation and Delivery of training course: Logistic, Writing / Updating Modules, Delivery of training.
Ensuring that Local Work regulation are applied (Working Hours, Working Permit etc...).

Manage the provision of an efficient operation ensuring that all properties meet the company standard and brochure commitments
Quality of food and Service.
Cleanliness and Housekeeping.
Accommodation standards in line with product description.
Bar services.
Reception / Customer Services.
Manage interdepartmental relationships ensuring effective communication and cooperation within the area.
Proposal of new ideas, including service delivery, quality standards, staffing, suppliers, new properties etc.

Health and safety
Ensure that all health, hygiene and safety standards and legislation (both local and UK) are complied with by implementing and checking necessary controls, checks and procedures.
Ensure local Catering legislation is implemented in all Kitchen.

Accounts
Ensure that all expenditure is correctly authorised.
Verification of Coding of all invoices.
Support Manager in producing accurate and details weekly financial report.
Implement relevant controls and processes to safeguard company stock and cash.

Commercial
To ensure managers facilitate and capitalise on incremental and bar sales opportunities and control variable costs within area in the pursuit of gross margin targets.
To ensure the smooth running of program, giving advice, assistance and support where necessary.
Collate fiscal and performance data from properties within in a timely and accurate manor.
Check and distribute centrally generated performance data swiftly and appropriately and use as a performance management and motivational tool.
Proactively support the improvement of the product.
Create and maintain good supplier relations.

Customer Focus
To ensure that guests are receiving the best possible holiday experience through the provision of a high standard of service, food, environment and appropriate and accurate information, in line with company standards.
Set and maintain optimum standards of representation through adherence to dress code and behaviour expectations within the properties and resorts.
To be aware of customer service issues and take appropriate action immediately, ensuring that the same issue is not raised again Facilitate the achievement of excellent Customer Feedback results, providing feedback on the results and customer/company concerns.
Hear, respond and control in-resort complaints as the human point of escalation hotel staff, in line with In Resort Compensation training and procedures.
Ensure the correct implementation of current procedures and provide support in the management if incidents.

Personnel
Ensure the effective training and induction of all staff, Utilising and in line with current training manuals and systems.
Manage, support and develop resort based staff in order to fulfil the product specification, and to secure a skilled workforce.
Ensure the successful use of succession planning to ensure the maximum number of returning staff.
Act as a first point of contact for the resort based Managers.
Set up effective communications at subordinate and line management levels, utilising both informal and formal methods. Communicate efficiently with UK recruit to deal promptly with staff shortage - replacement in resort.
Manage the staff transfer to one resort to another.

Operations
Ensure all relevant information / paperwork relating to resort staff is communicated effectively and accurately (internally and externally).
Ensure Health & Safety systems / guidelines / regulations are adhered to and report any issues promptly to the relevant individual, department or supplier.

Report to Hotel General Manager.
Manage XX Hotel Managers.
Consult / inform other Managers (including Chalet and Ops GM, Staff and Logistic Manager, Ops Manager, Chalet Area Manager, Childcare Managers) relevant Recruitment Advisor, Product department, Contractors, and Customer Service and Marketing team.
External - Suppliers, property owners, external contractors.

At least 3 years experience in the Hotel industry at resort management level.
Experience of managing teams within a hotel or hospitality environment.
Commercial acumen.
Strong customer service skills.
Excellent people management skills - leadership, teamwork, performance management, motivation.
Strong interpersonal skills and excellent communication skills.
Experience of 'start up' and 'close down' situations.
Must be able to generate new ideas and work as part of a team to implement them.
Strong problem solving skills.
Time management and prioritising.
Knowledge of legal and Health and Safety aspects of the industry.
Relevant language fluency (Compulsory in French).

Any additional relevant information
Clean Driving Licence and ability to drive and travel freely between different sites.

Technical Skills 1: Budgeting and Cost control skills.
Technical Skills 2: Strong communication and interpersonal skills.
Technical Skills 3: Excel and Word.
Technical Skills 4: French Fluency.