job roles

The Resort Administrator (RA) role is primarily non customer facing. This role is resort office based, although Resort Administrators should be prepared to perform the functions of resort representatives as and when required. The Resort Administrator provides a key interface between the Company (Crystal Holidays and Thomson Ski & Snowboarding) the Country Head Office and the customer. He/She is a key player in ensuring correct accounting practices are adhered to & that money is accounted & recorded correctly

Customer Focus
Ensuring the Company is portrayed in a smart, professional manner at all times in resort.
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 rates.

Operational
Collation, responsibility for and input of all resort sales vouchers into the companies accounting system (Sapphire).
Liaison with company suppliers on a weekly basis to confirm products supplied & ability to produce sales confirmation documents.
Liaison with Resort Manager (RM)/Customer Service Manager (CSM) & Country office to ensure the accounts balance.
Storage and administration of resort sales vouchers.
In co-operation with RM's/Customer Service Managers (CSM's) responsibility for accounting for and banking of Company monies in a complete, timely and accurate fashion as per company procedures.
Complete, accurate and timely submission of resort administration and paperwork including weekly accounts paperwork & In Resort Compensation (IRC) documentation.
Management & organisation of resort offices.
May have overall responsibility of compiling & correlating all resort paperwork, to include properties paperwork.
Reporting weekly as per the company's financial reporting scheduled.
Planning and execution of customer facing duties to include: transfers, welcome services.

Sales
Responsible for safekeeping and liquidation of all monies collected from customers for services provided & liquidation of resort teams funds.
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.
Selling of ski pack products (Lift Pass, Ski hire and Ski School) to customers.

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

Must be computer literate in Windows, Microsoft Office, E-mail, Internet literate and quick to learn how to use the company's accounting software (Sapphire).
Able to input large amounts of paper based information quickly and accurately.
Excellent personal organisation skills as will be required to respond to and resolve numerous office generated queries.
Attention to detail.
Previous and relevant Computer usage experience essential.
Previous and relevant Customer Service experience desirable.
Understanding of the "Package Holiday" concept and the Tour Operating industry.
Good time management, organisation and prioritisation skills, and strong interpersonal skills.
Ability to remain calm, patient, diplomatic and tactful under pressure.
Ability to work to weekly deadlines.
A "can do" attitude to problem solving, determined to succeed.
Smart personal presentation and appearance.
Excellent verbal & written communication skills in one to one and group settings.
Independent and able to work unsupervised.
Open-minded, willing to learn new skills & able to respond to new challenges.
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.
Knowledge of a European Language desirable.

Technical Skills 1: IT skills - Windows, Microsoft Office, Email, Internet literate.
Technical Skills 2: Strong Customer Service Skills.
Technical Skills 3: Conversational knowledge of a local language or willingness to learn within the probationary period.
Technical Skills 4: Experience of working with sales targets.