job roles
Resort Manager
Ski Rep
Ski Rep
resort manager
job description
Provision of in-resort Company representation to Crystal Holidays & Thomson Ski & Snowboarding customers.
Maximisation & management of customer service, sales and operational efficiency at resort level. To represent the company by providing information and resolving any problems that may arise. To act as a figure-head and single point of contact within the resort communication network for both customers, staff and suppliers. To manage, monitor and develop aspiring members of the Overseas Team. Responsible for handling, safe keeping & recording of company money and sales vouchers/credit card information, on a transfer day this can exceed £100,000. Once liquidation is completed financial responsibility may exceed £10,000 (après ski) per week. To monitor and manage the entire in-resort accounts process in conjunction with the Resort Administrator and/or Customer Services Manager. Monitoring of In Resort Compensation (IRC) payments and management of the reclaim process. Staff (Number of Direct Reports). This is variable & resort specific. Large resort teams will include Customer Services Managers (CSM's) who will report to Resort Manager's (RM's). The largest resort team may include up to 20 resort representatives & include resort administrators and in certain cases chalet staff & child care staff. Resort Managers in large resorts & Customer Services Managers in charge of small teams will report directly to Area Managers (AM).
Maximisation & management of customer service, sales and operational efficiency at resort level. To represent the company by providing information and resolving any problems that may arise. To act as a figure-head and single point of contact within the resort communication network for both customers, staff and suppliers. To manage, monitor and develop aspiring members of the Overseas Team. Responsible for handling, safe keeping & recording of company money and sales vouchers/credit card information, on a transfer day this can exceed £100,000. Once liquidation is completed financial responsibility may exceed £10,000 (après ski) per week. To monitor and manage the entire in-resort accounts process in conjunction with the Resort Administrator and/or Customer Services Manager. Monitoring of In Resort Compensation (IRC) payments and management of the reclaim process. Staff (Number of Direct Reports). This is variable & resort specific. Large resort teams will include Customer Services Managers (CSM's) who will report to Resort Manager's (RM's). The largest resort team may include up to 20 resort representatives & include resort administrators and in certain cases chalet staff & child care staff. Resort Managers in large resorts & Customer Services Managers in charge of small teams will report directly to Area Managers (AM).
key accountabilities & responsibilities
As per Resort representative Job role plus the below list
Customer Focus
Undertaking a proactive approach to potential resort problems & wherever possible pre-empting situations.
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.
Managing resort staff to achieve, and wherever possible exceed all set targets.
Responsible for the delivery of the Product as per our published brochure.
Operational
Working with the CSM & AM, insure all pre-set objectives for resort representatives are achieved & that employee motivation throughout the season remains at the highest possible level.
Working with the Properties resort teams & childcare resort teams insure that a cohesive company function is presented to customers at all times, & resorts are run at optimum efficiency, from both a staffing & financial point of view. In resorts without Chalet Managers, RM's will be expected to work with local Area Properties Managers & oversee, manage & develop chalet teams, compiling to company properties standards & submitting & adhering to set food spend budgets. Please see the appropriate Job Role for Chalet Managers for further clarification.
Managing & monitoring of representative's 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.
Monitor the completion of accurate and timely submissions of resort administration and paperwork including beginning and end of season reporting, weekly and ad hoc customer service.
Full responsibility of the submission of correct weekly resort accounts to the country based accounts team. Full responsibility for the completion of H & S resort based documentation.
Full responsibility for all Tour Operations designated resort vehicles & mobile phones & consequently cost & expense minimisation.
Full responsibility that resort branding adheres to company guidelines.
Working with the CSM/AM & Resort administrator ensure that company monies are logged, recorded & banked in line with current company guidelines.
Working with the CSM/AM organise & manage transfer day operations, keeping local expenditure to a minimum, rep to guest ratios to a maximum & guest comfort & satisfaction to a maximum during the transfer experience.
Working with the CSM/AM ensure that airports receive enough resort staff on transfer days in order to operate.
Working with the CSM/AM ensure that local resort expenses are kept to a minimum level in line with company guidelines.
Ensure maximum numbers of our staff return for future seasons, through promotion of training & development plans & promotion of other company opportunities.
Sales
Manage & monitor the selling of ski pack products (Lift Pass, Ski hire and Ski School) to customers by representatives.
Monitor the setting up & selling of a profitable in-resort Après-Ski (excursion) programme by the resort team.
Responsible for achieving and exceeding set resort sales targets for ski packs, activities and excursions in conjunction with the CSM and AM.
Ensure that the highest possible percentage of our customers become 'repeat guests' in future seasons, through their enjoyment of their holiday experience.
Customer Focus
Undertaking a proactive approach to potential resort problems & wherever possible pre-empting situations.
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.
Managing resort staff to achieve, and wherever possible exceed all set targets.
Responsible for the delivery of the Product as per our published brochure.
Operational
Working with the CSM & AM, insure all pre-set objectives for resort representatives are achieved & that employee motivation throughout the season remains at the highest possible level.
Working with the Properties resort teams & childcare resort teams insure that a cohesive company function is presented to customers at all times, & resorts are run at optimum efficiency, from both a staffing & financial point of view. In resorts without Chalet Managers, RM's will be expected to work with local Area Properties Managers & oversee, manage & develop chalet teams, compiling to company properties standards & submitting & adhering to set food spend budgets. Please see the appropriate Job Role for Chalet Managers for further clarification.
Managing & monitoring of representative's 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.
Monitor the completion of accurate and timely submissions of resort administration and paperwork including beginning and end of season reporting, weekly and ad hoc customer service.
Full responsibility of the submission of correct weekly resort accounts to the country based accounts team. Full responsibility for the completion of H & S resort based documentation.
Full responsibility for all Tour Operations designated resort vehicles & mobile phones & consequently cost & expense minimisation.
Full responsibility that resort branding adheres to company guidelines.
Working with the CSM/AM & Resort administrator ensure that company monies are logged, recorded & banked in line with current company guidelines.
Working with the CSM/AM organise & manage transfer day operations, keeping local expenditure to a minimum, rep to guest ratios to a maximum & guest comfort & satisfaction to a maximum during the transfer experience.
Working with the CSM/AM ensure that airports receive enough resort staff on transfer days in order to operate.
Working with the CSM/AM ensure that local resort expenses are kept to a minimum level in line with company guidelines.
Ensure maximum numbers of our staff return for future seasons, through promotion of training & development plans & promotion of other company opportunities.
Sales
Manage & monitor the selling of ski pack products (Lift Pass, Ski hire and Ski School) to customers by representatives.
Monitor the setting up & selling of a profitable in-resort Après-Ski (excursion) programme by the resort team.
Responsible for achieving and exceeding set resort sales targets for ski packs, activities and excursions in conjunction with the CSM and AM.
Ensure that the highest possible percentage of our customers become 'repeat guests' in future seasons, through their enjoyment of their holiday experience.
key relationships (internal & external contacts)
All Resort Staff.
Area Managers - both Properties & Tour Operations (Guest Service Manager in some areas).
Office Operations.
QA champions.
Accounts.
IT Management teams.
H&S Advisor.
Local Accommodation staff/owners/management.
Excursion & Transport Suppliers & local Ski Pack Suppliers (Lift Pass, Ski hire and Ski School).
Area Managers - both Properties & Tour Operations (Guest Service Manager in some areas).
Office Operations.
QA champions.
Accounts.
IT Management teams.
H&S Advisor.
Local Accommodation staff/owners/management.
Excursion & Transport Suppliers & local Ski Pack Suppliers (Lift Pass, Ski hire and Ski School).
key skills, knowledge, experience and competencies
Previous and relevant Customer Service experience.
Previous and relevant Management experience.
Previous experience of the Tour Operating Industry, from a resort based role.
A "can do" attitude to problem solving, determination to succeed & the desire to obtain satisfactory conclusions to resort based problems, prior to guests departure from their holiday.
Excellent time management, people management, organisation and prioritisation skills.
Strong interpersonal skills including motivation, performance management and goal setting are required.
The ability to remain calm, diplomatic, tactful & manage staff under pressure.
Excellent verbal communication skills in one to one and group settings & the ability to train others in company skills.
Independent, able to work unmanaged & manage others.
An ability to remain discrete & professional concerning staff welfare matters.
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.
Excellent personal presentation.
Snow sports knowledge & competency.
Foreign Language knowledge & competency.
Driving licence, ideally with D1 eligibility.
Strong & developed IT skills, particularly with Word, Excel, PowerPoint & outlook programs. Ability to learn new 'in house' accounting packages.
Previous and relevant Management experience.
Previous experience of the Tour Operating Industry, from a resort based role.
A "can do" attitude to problem solving, determination to succeed & the desire to obtain satisfactory conclusions to resort based problems, prior to guests departure from their holiday.
Excellent time management, people management, organisation and prioritisation skills.
Strong interpersonal skills including motivation, performance management and goal setting are required.
The ability to remain calm, diplomatic, tactful & manage staff under pressure.
Excellent verbal communication skills in one to one and group settings & the ability to train others in company skills.
Independent, able to work unmanaged & manage others.
An ability to remain discrete & professional concerning staff welfare matters.
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.
Excellent personal presentation.
Snow sports knowledge & competency.
Foreign Language knowledge & competency.
Driving licence, ideally with D1 eligibility.
Strong & developed IT skills, particularly with Word, Excel, PowerPoint & outlook programs. Ability to learn new 'in house' accounting packages.
4 key technical skills (assessment criteria)
Technical Skills 1: Naturally sociable and enthusiastic personality with an instinct to manage and motivate your team and 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.
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.
