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 your department team you’ll be hands-on in delivering an outstanding hotel service to our customers in a clean, hygienic hotel environment in which our customers feel relaxed and can enjoy their holiday. Your duties will vary according to department (Bar, Restaurant, Housekeeping).

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

Hours of work will be on a shift basis. Arrival and departure days will include early/late shifts due to flight times.

Supervising, organising and training of the relevant department (Bar, Restaurant,
Housekeeping etc) team to deliver an outstanding customer service to include:

Service Delivery

• Following the Hotel Operations Manual to ensure Health & Safety procedures are correct and the hotel team delivers the service our customers expect with brochure promises fulfilled
  
• Providing outstanding service across the department specific area(s) of the customers’ experience of the hotel including general cleaning, room servicing, restaurant service, bar service, hosting, reception and maintenance
• Ensuring positive relationships with local suppliers
• Proactively solving problems and preventing their re-occurrence
• Building rapport with hotel customers
• Accurate and timely completion of hotel paperwork, admin and accounts

People

• Ensuring that your department team has the necessary skills by providing support, training 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 following company policies and procedures

Commercial

• Leading your team to achieve Crystal Hotel sales targets through selling hotel extras, bar and restaurant products and services and running an in-house programme of events and promotions
• Leading your team to minimise all Crystal Hotel operational expenditure and costs whilst maintaining excellent customer service and satisfaction levels
• Escalating any issues to the Hotel Manager 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

• Internal: Hotel Manager, Hotel Assistant Manager, Hotel Supervisors and other Crystal Hotel Staff, Crystal Reps & Chalet Teams
• External: Customers and Suppliers (Food, Beverage, Linen etc )

Personal Qualities

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

Skills & Ability

• Competent skier or boarder or burning desire to learn
  
• Communication skills
  
• Problem solving
  
• Planning & organisation
  
• Training & mentoring
  
• Cooking/catering /hospitality skills
  
• Numeracy and an ability to handle money responsibly
  
• Selling skills
  
• Ability to work unsupervised
  
• IT, admin, social media

Experience

• Relevant work experience including catering / hospitality / customer service / bar
  
• Supervisory / working with budgets / working with targets