Job Roles
Area Manager
Job Description
Management of resort teams/staff for a given area/country. Ensure all paperwork (to include customer facing material) is completed/produced to the required standard and within deadlines set. Through training and support ensure every effort is made to achieve and exceed targets in the area of sales/quality/service.
Key Accountabilities & Responsibilities
Ensure all staff are fully trained and receive on-going training in their respective areas of responsibility. The ultimate goal being improved staff performance, increased staff retention and reduced staff turnover.
The above includes the set-up and running of pre-season training courses in conjunction with the operations team. During the season, SMART objectives must be set and the 'PDR' process completed with all staff on a seasonal basis.
Ensure all relevant information/paperwork relating to resort staff is communicated effectively and accurately, internally and externally.
Assist with or manage airport and transfer operations on and around arrival days.
Understand budgeting process and ensure through analysis and feedback that resort operating costs are controlled and where possible reduced without compromising service or quality.
Periodic CSQ analysis of service and quality (both product and resort staff). React promptly to issues through effective communication with the relevant team/individual/department/supplier to ensure a superior level of customer satisfaction.
Ensure Health & Safety systems/guidelines/regulations are adhered to and report any issues promptly to the relevant individual/department/supplier.
Ongoing assessment of resort performance against target for CSQ returns, ski pack and excursion (Après) sales and other forms of resort revenue. Providing feedback, training, and support to maximise performance in these areas.
Monitor the quality and presentation of all customer facing material (books, boards, information packs etc.) and ensure company branding guidelines are adhered to.
Provision of regular, timely, concise reporting via company reporting formats, to ensure essential information is passed to relevant senior management accurately and efficiently.
Close liaison with overseas/UK contracting/product departments to ensure new product/industry ideas/developments and competitor activity is efficiently communicated.
The above includes the set-up and running of pre-season training courses in conjunction with the operations team. During the season, SMART objectives must be set and the 'PDR' process completed with all staff on a seasonal basis.
Ensure all relevant information/paperwork relating to resort staff is communicated effectively and accurately, internally and externally.
Assist with or manage airport and transfer operations on and around arrival days.
Understand budgeting process and ensure through analysis and feedback that resort operating costs are controlled and where possible reduced without compromising service or quality.
Periodic CSQ analysis of service and quality (both product and resort staff). React promptly to issues through effective communication with the relevant team/individual/department/supplier to ensure a superior level of customer satisfaction.
Ensure Health & Safety systems/guidelines/regulations are adhered to and report any issues promptly to the relevant individual/department/supplier.
Ongoing assessment of resort performance against target for CSQ returns, ski pack and excursion (Après) sales and other forms of resort revenue. Providing feedback, training, and support to maximise performance in these areas.
Monitor the quality and presentation of all customer facing material (books, boards, information packs etc.) and ensure company branding guidelines are adhered to.
Provision of regular, timely, concise reporting via company reporting formats, to ensure essential information is passed to relevant senior management accurately and efficiently.
Close liaison with overseas/UK contracting/product departments to ensure new product/industry ideas/developments and competitor activity is efficiently communicated.
Key Relationships (internal & external contacts)
All Resort Staff.
Guest Service Manager.
Sales Advisor.
General Manager.
Operations Manager.
Properties Manager.
Human Resources Advisor.
Quality & Assurance Manager.
Resort & Country Suppliers.
Guest Service Manager.
Sales Advisor.
General Manager.
Operations Manager.
Properties Manager.
Human Resources Advisor.
Quality & Assurance Manager.
Resort & Country Suppliers.
Key Skills, Knowledge, Experience and Competencies
Team management experience in the travel or leisure industry overseas.
Proven ability and experience as an overseas resort representative.
Proven ability in sales.
Proven ability in problem solving.
Ability to balance service/cost equation.
Objective and personable approach to ensure solid intra-company relationships.
Ability to analyse, interpret and use management information.
Excellence in communication, organisation and negotiation.
In depth understanding of the overseas operation, company policies/procedures and key delivery processes.
Implementation and delivery of business critical initiatives.
PC literate.
Clean driving license.
Flexible and adaptable.
Determined to succeed.
Take ownership and actions.
Involves others.
Analytical skills.
Thinks and acts strategically.
Creativity and innovation.
Plans and organises.
Impresses the holidaymaker and internal customer.
Business and commercial knowledge.
Effective Communication.
Influences, persuades and negotiates.
Leads and develops.
Scope of Role
Deliver excellence in the area of service and quality for the benefit of our customer. Maintain a motivated, dedicated and focussed team of resort staff. To achieve business critical objectives namely positive performance versus budget, maximum revenue and minimal operating costs.
Act as a contact between the resort staff and internal company functions/external suppliers.
Proven ability and experience as an overseas resort representative.
Proven ability in sales.
Proven ability in problem solving.
Ability to balance service/cost equation.
Objective and personable approach to ensure solid intra-company relationships.
Ability to analyse, interpret and use management information.
Excellence in communication, organisation and negotiation.
In depth understanding of the overseas operation, company policies/procedures and key delivery processes.
Implementation and delivery of business critical initiatives.
PC literate.
Clean driving license.
Flexible and adaptable.
Determined to succeed.
Take ownership and actions.
Involves others.
Analytical skills.
Thinks and acts strategically.
Creativity and innovation.
Plans and organises.
Impresses the holidaymaker and internal customer.
Business and commercial knowledge.
Effective Communication.
Influences, persuades and negotiates.
Leads and develops.
Scope of Role
Deliver excellence in the area of service and quality for the benefit of our customer. Maintain a motivated, dedicated and focussed team of resort staff. To achieve business critical objectives namely positive performance versus budget, maximum revenue and minimal operating costs.
Act as a contact between the resort staff and internal company functions/external suppliers.
4 Key Technical Skills (assessment criteria)
Technical Skills 1: Effective communicator and Management/leadership skills.
Technical Skills 2: Commercial aptitude/focussed on targets/revenue.
Technical Skills 3: Experience in the overseas resort staff environment.
Technical Skills 4: German desired but not essential.
Technical Skills 2: Commercial aptitude/focussed on targets/revenue.
Technical Skills 3: Experience in the overseas resort staff environment.
Technical Skills 4: German desired but not essential.
