Job Roles

To manage the larger teams of childcare staff on a local level. Ensure that the childcare service offered is of the highest standard and that it all conforms with the SLA crèche/club policies, & that all elements of the family service deliver on our brochure promises.
Role is responsible for all financials within resort including local sales, budgets, upgrades etc.
To provide ongoing training, staff development, pre-empting any problems that could arise, & ensure quality assurance across both brands & properties. Providing necessary guidance to the team to achieve performance targets & to maintain the highest of standards and provide excellent customer care.

Customer Focus
Review & monitor weekly & monthly CSQ results from Childcare Manager in conjunction with set targets.
Regular discussions with staff ensuring improvements if necessary.
Solve problems efficiently & quickly that may arise in the crèche/club and ensure there is an environment that allows parents to feel comfortable to discuss any problems they may have.
Welcome parents into resort with Welcome Meetings & WOW. Assessing the 'Family Welcome' content, with childcare staff, and amending where necessary & if applicable to resort.
Ensure Information Boards are fully up-to-date, adhering to correct company branding.
Ensure resort has sufficient welcome cards, in comparison to weekly arrivals.
Ensure Company branding guidelines are adhered to at all times.
Cascade any new information to staff as & when necessary, regarding brand changes.
Ensure customers receive correct merchandise.
Liaise & respond to Customer Services (UK) as & when required regarding customers letters.
Advise & liaise with hotel entertainers to ensure a suitable family programme is devised.

Communication
Ensure that all crèches/clubs comply with the STO Crèche/Club Policy.
Weekly monitoring to ensure hygiene, cleanliness, maintenance, standard of equipment are all maintained. Report findings to Childcare Manager & team.
Provide on-going support to Private Nannies & manage the bookings within area, ensuring they have all essential equipment.
Liaise with Hotel Managers & Chefs on a weekly basis to discuss following weeks arrivals, and children's menu ideas.
Work with Resort Chalet Managers to ensure the global cot grid is updated & correct infofmation is recorded.
Monitor the quality of food served to children, both lunches & early suppers.
Hold weekly meeting with childcare team to discuss any outstanding issues, weekly arrival figures, forthcoming weekly rota's and hours that are to be worked (will work in crèches/clubs if required to cover time off), maintenance etc.
Devise staff rotas to incorporate daily & evening hours, babysitting, staff day off, deep cleaning, cot/highchair rotation & airport crèche (if relevant).
Take responsibility for team staff welfare issues - liaise with other Resort Mangers & Childcare Manager.
Ensure a weekly meeting occurs with other Heads of Departments in resort.
Communicate with other Mangers to ensure usage of resort vehicle, as & when required.
Escalate or communicate to Childcare Manager all issues deemed fit or which cannot be resolved locally, or, which will have high customer/financial impact.

Commercial
Responsible for own float, given at beginning of the season. All extra revenue sales, incorporating all child facilities, being banked and accounted for. Responsible for weekly accounting, which may include inputting onto Sapphire (accounts system).
Completing weekly accounts - collating information from staff & sapphire rep to ensure expenditure remains under budget.
Liaise with accounts dept & Childcare Assistant to ensure accounts correspond.
Ensure that all budgeted allowances are adhered to - phone bills, food spends, staff welfare etc.
Accounting & recording staff commission levels on a weekly basis, & cascading this information to the Payroll Executive in order to reach payroll by cut off dates.
Promote all childcare services to parents & other customers in resort to generate extra revenue, but ensuring that children's ratios are adhered to at all times.
Assist Tour Operations & selling of ski-packs (if applicable on transfer day).
Recommend ideas to Childcare Manager, that could improve service offered, resort operations and the childcare brands.
Advise & overview of IRC (in resort compensation) if necessary.
Submit expenses & accounts summary.
Responsible for any videos owned by Film-bank, allocated at start of season.
Analyse competitor activity in resort & update Childcare Manager on findings.
Completing brochure accuracy at beginning of season & highlighting any errors to Childcare Mgr.
Complete weekly shopping for crèches/clubs within area.

People Management
Assist with all aspects of country training course - planning, setting up, delivering training sessions, logistics etc.
Liaise with Resort Manager to finalise & arrange staff accommodation prior to staff arriving.
Carry out team Personal Development Reviews, and address any under-performance issues and areas of strength.
Investigate & hold any disciplinary hearings, following the HR disciplinary process & guidelines.
Monitor all working standards across all crèches/clubs to ensure high standards.
Act as an advisor on complaint solutions across the programme on childcare issues.
Train & develop staff throughout the season to maximise performance, aid retention, reduce turnover & keep morale high.
Provide on-going & in-resort training to all childcare staff (including new recruits).
Deal with all administration that is involved with Agency staff - time-sheets & reports, if applicable.
Brief the team & liaise with VIP's, journalists, film crews, photographers, press trips etc.
Action plan for sudden staff shortages.

Personal
Ensure weekly paperwork is complete & accurate for the country office.
Complete own weekly report.
Taking action on decisions to be made, whether a child can enter the crèche/club - due to illness or other reasons.
Liaise with Childcare Manger regarding staff performances and general staffing issues, such as discipline & formal warnings.
Time Management - managing their own time.
Ensure that any 'project work' is investigated & completed.
Meet all deadlines set by Line Manager.
Complete detailed & accurate reports - Incidents, H&S, Customer Services, info for UK Depts.
To work in the crèches/club yourself, on a weekly basis.
Liaise with other Resort Managers to share & deliver best practise.

Line Manager: Agreeing personal & work objectives, skills management and personal development, sharing best practice, placements, on the job training, support.
Childcare Manager: Consultation, branding, QA, customer services, MI, incidents, H&S, duty office, HR.
HR: Performance Management, recruitment, training, disciplinary procedures, payroll.
Resort Staff: Communication, covering other job roles if needed.
Property owners: Meeting at BOS & EOS to ensure smooth opening & closedown, thorough inventories of property, notification of any problems.
Suppliers: Ski-schools & instructors, & ski-hire shops.

Childcare qualification (Level 3).
At least 3 years childcare experience.
Previous experience of working on an overseas Childcare team, would be an advantage.
Previous staff management experience.
Experience of working within a customer focus role.
Evidence of working long/anti-sociable hours & living away from home.
Aged 21 yrs +.
CRB clearance.
Valid first aid certificate.
Computer skills (word, excel & outlook).
Basic language skills.
Clean driving licence, of at least 12months (if required to drive, will need to be 23yrs+).

Any additional relevant information
An outgoing individual, who will manage & develop the team with empathy and warmth, yet remaining customer focused & have a close eye for attention to detail. Staff will look to this position for guidance & support, so a strong decision maker is essential. They will have to have good communication & listening skills, and be prepared to take on anything!
Although not all Resort Managers - Childcare need to drive, the majority do. A large part of the role involves driving Company vehicles

Technical Skills 1: Childcare qualification.
Technical Skills 2: Leader & motivator across resort teams.
Technical Skills 3: Fluent with company policies, procedures, products and services to enable management with minimum direction.
Technical Skills 4: Appropriate IT skills.