job roles
Reps Supervisor
Weekend Only Ski Rep
Weekend Only Ski Rep
weekend only ski rep
job description
Friday to Sunday is the busiest and most challenging period of the week for the Tour Operations team. The Weekend Transfer Rep position exists to improve the customer's experience, the team's performance & cohesion between the resort departments. The position exists to enhance both customer service and sales and to also improve operational efficiency.
Friday -To assist in all aspects of transfer day preparation. This will include but is not limited to, making up welcome packs, the delivery of departure details, attending the transfer meeting and the collection of Customer Satisfaction Questionnaires.
Saturday - Transfer day itself. A long and challenging day which involves numerous operational tasks such as; airport transfers to and from overseas airports, see-offs and see-ins, the selling of ski packs to all potential customers, accurate and safe cash handling and accounting, ferrying customers around resort in company vehicles and dealing with all eventualities relating to customer service and welfare.
Sunday - Post transfer day operations such as; delivering lift passes, assisting with the customer's ski fitting, ski-school see-offs and see-ins, property visits, welcome meetings, selling and booking of après-ski and various paperwork.
Friday -To assist in all aspects of transfer day preparation. This will include but is not limited to, making up welcome packs, the delivery of departure details, attending the transfer meeting and the collection of Customer Satisfaction Questionnaires.
Saturday - Transfer day itself. A long and challenging day which involves numerous operational tasks such as; airport transfers to and from overseas airports, see-offs and see-ins, the selling of ski packs to all potential customers, accurate and safe cash handling and accounting, ferrying customers around resort in company vehicles and dealing with all eventualities relating to customer service and welfare.
Sunday - Post transfer day operations such as; delivering lift passes, assisting with the customer's ski fitting, ski-school see-offs and see-ins, property visits, welcome meetings, selling and booking of après-ski and various paperwork.
key accountabilities & responsibilities
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 relevant customer facing material ( eg welcome packs) as 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 rates.
Operational
Planning and execution of various customer facing duties including airport organisational tasks.
Accounting for and banking/liquidation of Company monies in a complete, timely and accurate fashion as per company guidelines.
Complete, accurate and timely submission of resort paperwork.
Sales
Selling of ski pack products (Lift Pass, Ski hire and Ski School) to customers. Responsible for safekeeping and recording of all monies collected from customers for services provided.
Achieving set resort sales targets for ski packs, activities and excursions.
Customer Focus
Ensuring the Company is portrayed in a smart, professional manner at all times in resort. Responsible for compilation and updating of all relevant customer facing material ( eg welcome packs) as 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 rates.
Operational
Planning and execution of various customer facing duties including airport organisational tasks.
Accounting for and banking/liquidation of Company monies in a complete, timely and accurate fashion as per company guidelines.
Complete, accurate and timely submission of resort paperwork.
Sales
Selling of ski pack products (Lift Pass, Ski hire and Ski School) to customers. Responsible for safekeeping and recording of all monies collected from customers for services provided.
Achieving set resort sales targets for ski packs, activities and excursions.
key relationships (internal & external contacts)
All Resort Staff.
Area Managers - both Properties & Tour Operations (Guest Service Manager in some areas), Local Accommodation.
Excursion & Transport Suppliers, food suppliers & local Ski Pack Suppliers (Lift Pass, Ski hire and Ski School).
Area Managers - both Properties & Tour Operations (Guest Service Manager in some areas), Local Accommodation.
Excursion & Transport Suppliers, food 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 hotel service delivery or catering experience.
Previous and relevant sales experience.
Understanding of the importance of sales targets both to the Company and the resort team.
Good time management, organisation and prioritisation skills.
Self motivated.
Ability to remain calm, patient, diplomatic and tactful under pressure.
A "can do" attitude to problem solving and a determination to succeed.
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 & able to respond to new challenges.
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).
Foreign Language ability.
Any additional relevant information
A Club Hotel Weekend rep will need the above mentioned qualities/experience to manage a varied and demanding workload and deliver key objectives. Club Hotel Weekend reps will be accommodated by the company & are covered by the conditions of employment for full time reps, as such 'moon-lighting' is not permitted.
Previous and relevant hotel service delivery or catering experience.
Previous and relevant sales experience.
Understanding of the importance of sales targets both to the Company and the resort team.
Good time management, organisation and prioritisation skills.
Self motivated.
Ability to remain calm, patient, diplomatic and tactful under pressure.
A "can do" attitude to problem solving and a determination to succeed.
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 & able to respond to new challenges.
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).
Foreign Language ability.
Any additional relevant information
A Club Hotel Weekend rep will need the above mentioned qualities/experience to manage a varied and demanding workload and deliver key objectives. Club Hotel Weekend reps will be accommodated by the company & are covered by the conditions of employment for full time reps, as such 'moon-lighting' is not permitted.
4 key technical skills (assessment criteria)
Technical Skills 1: One-to-one and presentation selling ability.
Technical Skills 2: Customer Service.
Technical Skills 3: Language ability is desired.
Technical Skills 4: IT literate.
Technical Skills 2: Customer Service.
Technical Skills 3: Language ability is desired.
Technical Skills 4: IT literate.
