The Resort Manager role is for someone that loves people and enjoys developing team members, helping them become the best versions of themselves. This role can be hugely rewarding, and that demands someone to be proactive, and self-motivated, with an incredible eye for detail.
Leadership & Management
- Health & Safety responsibility. Deal with and maintain a log of all accidents, incidents, and claims. Staff welfare.
- Lead by example; communicate effectively, inspire, and motivate. Building a team-based culture, that supports each other, with everyone taking responsibility for resort performance.
- Manage a seasonal team, consisting of: Resort Administrator, Drivers, Chefs, Hosts, Housekeepers, and weekly contractors.
- Write and deliver training sessions, ensure our team get the most out of the short period and enjoy it!
- Coach/mentor the team through weekly chalet visits both for quality control and to improve performance.
- Collecting team feedback, through monthly 121s and exit interviews, acting upon it, praising good performance and/or great feedback received and resolving any issues picked up.
- Plan and organise the team across guest bookings and organise Chef, Host, and Housekeeping team fun throughout the winter.
- Organise Team events throughout the winter to aid teamwork, motivation, and friendships.
- Use Armadillo app operational features, and guest feedback daily to improve resort performance. Ensuring team members are accountable for 5* service delivery across all properties.
Guest Care and Product Management
- Health & Safety responsibility. Deal with and maintain a log of all accidents, incidents, and claims.
- Collect and analyse customer feedback, acting upon any positive or negative responses.
- Deliver best-in-class guest experience, working proactively & reactively to solve all guest issues. Resolving guests’ issues before they leave resort.
- Open / close resort, ensuring all chalets are deep cleaned, inventories completed, and items replaced, with all maintenance issues rectified.
- Quality control chalets: weekly chalet visit to ensure cleanliness, and equipment is up to standard, coaching the team to take responsibility over their own performance.
- Reporting: completing weekly report on resort performance for Directors
Financial & Revenue Management
- Manage resort budgets, concierge sales, Ski Armadillo property and money. Accurately report cash spend.
- Use Revolut, manage the team over / under spend to budget, ensuring all receipts are captured.
- Manage in-resort concierge, with commissionable activities to enhance our guest experience.
Requirements
We are looking for someone that strives to install the highest standards of excellence in the delivery of luxury catered alpine holidays. Someone to build a team-based culture, support the team, managing motivation and happiness throughout the demanding winter. The role suits a dynamic, positive person, with a growth mindset, and a passion for customer service. You will work closely, day to day alongside the Overseas Director, developing and applying skills across multiple areas of our small, face paced, growing business. Hospitality is a challenging sector that requires a go-getting, optimistic attitude. An ideal candidate faces challenges head-on, with the ability to frame the problem from many angles, to arrive at a solution, in a pressured environment. You should push back against the status quo and consistently strive for improvement across the business.
Skill Set Required
- Previous luxury ski resort management experience of 2 years or more.
- Strong communication skills, written/verbal, and ability to interact with employees at all levels, including upper management.
- Fluent English written and spoken language.
- Excellent IT skills, especially excel.
- University Business Degree
