Resort Supervisor - Work in Europe!

Job role summary:

Working for Neilson Active holidays is more than a job, it's a lifestyle! Spend the winter season based in one of our beautiful European ski resorts where it's all about sharing your passion for the activities you love. You'll be working hard, but the work is fun and there's always plenty of time to play!

As a Resort Supervisor, you will lead, encourage, motivate and monitor your resort staff in their roles throughout the winter season. You will be driven to achieve and exceed your revenue and customer service targets and effectively manage all commercial, product and financial aspects of your resort/s. You will need sufficient time planning and organisational skills in order to manage your team within the logistical area that your role will cover.

We are always looking for friendly, enthusiastic and approachable individuals to join our amazing team! People who can build rapport with ease and continue to give our guests confidence in the fact, that every element of their holiday is being delivered by people that care.

Key Responsibilities and Tasks:

Financial

• Drive and monitor the sales of ski packs and après events in your resorts
• Set and monitor targets for your team and feedback these results on a regular basis
• Set yourself and team a budget for expenditure ensuring that by regular monitoring, this meets the overall gateway performance
• Provide assistance to the Area Manager with the recovery of compensation in the resort and ex-gratia payment
• Assist the finance admin to deliver accurate and timely financial accounting from yourself and your team 
• Ensure that all staff submit their financial paperwork on a weekly basis
• Ensure the safekeeping of company monies

Service

• Take a hands-on approach to the role, presenting yourself to both guests and suppliers in full Neilson uniform
• Build an excellent working relationship with all suppliers and monitor the services they provide, in order to exceed guest expectations
• Closely monitor all guest feedback to ensure that your team are meeting and exceeding customer expectations
• Be proactive in dealing with any staff that may require further training in order to increase service scores
• Manage and reward compensation to customers when appropriate
• Actively assist staff and guests by giving advice and support with ski fit, snow briefs and snow socials
• Regularly visit all units in your area to ensure company standards of service, cleanliness and presentation are being adhered to
• Continual monitoring of service provided by staff and suppliers
• Formulate action plans to prevent and resolve problem areas ensuring continual improvement of service initiatives
• Ensure that all Neilson allergen/HACAP guidelines and procedures are followed at all times

Administration

• Ensure full compliance from yourself and team with regards to all health and safety audits and checks required from our “Be Safe” process
• Ensure all customer incidents and injuries are reported within the set time frame and followed up on
• Assist the Area Manager with the organisation of all educationals/press/filming trips
• Ensure all customer documentation and in-resort branding is up to date and complies with company guidelines
• You may be the gatekeeper for all chalet stock and you will closely monitor this with head hosts and chalet hosts
• Manage and collate all quality paperwork: PIF’s, RIF,s, brochure declarations, ICR forms etc

Staff

• Set an example to your team by showing high standards of professionalism at all times
• Take responsibility for organising, coordinating and delivering pre-season staff training along with top-up training throughout the season
• Set and monitor management/gateway objectives for your team
• Carry out staff reviews at the start, middle and end of season
• Manage, motivate and develop your teams throughout the season
• Keep in contact with your in resort teams on a daily basis, monitoring staff performance, income targets and guest feedback targets
• Take responsibility for the welfare of your team by communicating with them regularly and checking in on them regularly

Performance Management:

• You may be actively involved in the recruitment of new staff for your resort in accordance with HR procedures and policies
• Identify the training needs of departmental staff to meet business plans and objectives
• Provide feedback to staff through ongoing performance reviews and regular team meetings
• Ensure that motivation is maintained through recognition, reward, incentives and planned social activities
• In the absence of the Hotel Manager, ensure that disciplinary and grievance procedures are adhered to in conjunction with company HR policies and procedures
• Ensure that all staff are well presented and wearing the correct uniform at all times

Qualifications and experience required:

• Educated to GCSE standard or higher
• Driving licence essential
• Basic Food Hygiene
• Train to train or similar course completed

Knowledge, skills, and abilities required:

• Previous ski experience and customer service experience
• Numeracy skills
• Basic language skills for the country of work
• Previous management experience

Personal qualities:

• Clean and tidy in appearance
• Approachable, confident, knowledgeable
• Highly motivated
• Organised and punctual
• Flexible
• Target orientated with good negotiation skills