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, you will be very hands-on in delivering the rep service which is central to our customers’ outstanding holiday experience. You’ll be ensuring our customers get the maximum from their holiday as the Reps Team will need to provide them with high quality information, products and services as you’ll have to meet/exceed customer satisfaction, sales and budget targets.

You’ll need to be naturally sociable and a team player driven to instil high standards and outstanding service from the Reps Team so that our customers’ holidays go without a hitch.

The Reps Supervisor is a customer facing role and works alongside a Resort Manager-Reps in our larger team resorts.

Supervising, organising and training the Reps Team to deliver outstanding
customer service to include:

Service Delivery

• Following the Operations Manual to ensure the Reps Team delivers the service our customers expect, act in accordance with company policies and to ensure brochure promises are fulfilled
• Customer facing duties to include:
  - Airport duties including arrival and departure transfers
  - Ski pack and après ski or summer excursions sales
  - Welcome presentations
  - Daily accommodation visits and/or service centre attendance
  - Ensuring accurate, timely completion of resort paperwork, admin and accounts
  
• Running a varied and profitable après ski or summer excursion programme
• Proactively solving problems and preventing their re-occurrence
• Building rapport with customers in resort
• Developing positive relationships with local suppliers
• Ensuring accurate, timely completion of resort paperwork, admin and accounts

People

• Ensuring the Reps 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 follow company policies and procedure
• Escalating any issues to the Resort Manager-Reps that cannot be resolved or which will have a high customer or commercial impact
• Handling, safe keeping, banking and recording of company money, sales and expenditure and ensuring the team is following company procedures at all times
• Additional cashier responsibilities, float handling, signing off invoices with local suppliers and entering accounts
  

Commercial

• Leading your team to achieve resort sales targets through selling ski pack, après ski and summer excursion products and services
• Leading your team to minimise all operational costs and expenditure whilst maintaining excellent customer service levels
  

Internal: Reps, Resort Manager-Reps, Chalet and Childcare Teams, Area Manager and Office Staff

External: 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
• Communication skills
• Selling skills
• Problem solving
• Training & mentoring skills
  
• Problem solving
• Training & mentoring skills
• Numeracy and an ability to handle money responsibly
• Ability to work unsupervised
• IT, admin, social media

Qualification

• Driving licence
  

Experience

• Relevant work experience including customer service / sales
• Supervisory / working with budgets / working with targets