job roles

Provision of in-resort Company representation to Crystal Holidays &Thomson Ski & Snowboarding customers. Maximisation of customer service, sales and operational efficiency at resort level.

As per Resort representative Job role plus the below list

Customer Focus
Ensuring the Company is portrayed in a smart, professional manner at all times in resort. Responsible for compilation and updating of all customer facing material (welcome packs, information books and boards) per Company branding policies.
Ensuring all customers receive the highest level of customer care/service at all times. Adhering to company guidelines, resolving customer problems quickly and efficiently to ensure superior customer satisfaction.
Achieving, and wherever possible exceeding, set targets for customer satisfaction questionnaire scores and return percentages.

Operational
Planning and execution of customer facing duties to include: transfers, welcome service accommodation visits, office hours, chalet checks, crèche checks, excursion see-offs/guiding and ski escort/ranger service.
Accounting for and banking of Company monies in a complete, timely and accurate fashion as per company procedure.
Complete, accurate and timely submission of resort administration and paperwork including beginning and end of season reporting, weekly and ad hoc customer service and health and safety reporting.

Sales
Selling of ski pack products (Lift Pass, Ski hire and Ski School) to customers. Responsible for safekeeping and liquidation of all monies collected from customers for services provided.
Setting up, selling and, in many cases, hosting of a comprehensive and profitable in-resort Après-Ski (excursion) programme.
Achieving set resort sales targets for ski packs, activities and excursions.

All Resort Staff.
Resort Manager / Customer Service Manager.
Area Manager - both Properties & Tour Operations.
Office Operations.
Accounts.
IT Management teams.
H&S Advisor.
Local Accommodation.
Excursion & Transport Suppliers.
Food suppliers & local Ski Pack Suppliers (Lift Pass, Ski hire and Ski School).

Previous and relevant Customer Service experience.
Understanding of the "Package Holiday" concept and the Tour Operating industry.
Good time management, organisation and prioritisation skills. In larger teams, strong interpersonal skills including motivation, performance management and goal setting are required.
Ability to remain calm, patient, diplomatic and tactful under pressure.
A "can do" attitude to problem solving, determined to succeed.
Ability in local language an advantage.
Smart personal presentation and appearance.
Excellent verbal communication skills in one to one and group settings.
Independent and able to work unsupervised.
Open-minded, willing to learn new skills & challenges to do better.
Understanding of the importance of sales targets both to the Company and the resort team.
Stamina and ability/willingness to work unsociable hours.
Flexible & adaptable with a sense of humour.
Able to cope with the challenge of working in a 'foreign' environment away from home.
Ski or snowboarding experience (preferable).
Catering experience (preferable).

Ski Escort/Ranger
Able to ski or snowboard at a solid intermediate level or above. Able to ski/ride confidently on Red and Black runs. Group leadership skills.

Technical Skills 1: Naturally sociable and enthusiastic personality with an ability to meet deadlines alongside financial and quality targets.
Technical Skills 2: Well organised, professional and dedicated with an ability to be flexible and adaptable.
Technical Skills 3: Excellent customer service skills.
Technical Skills 4: Numerical literacy and IT and language skills.