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Neilson staff

Front of House Manager

Job Title:
Front of House Manager
Department:
Neilson Winter
Location:
European Ski Resorts
Dates:
December - April
Reports to:
General Manager
Salary:
Up to £1150 PCM (Net) + Accommodation, flights, food, lift pass + great overall package. The salary will vary depending on the country in which you are placed (further details upon application)
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!

 

You will manage the day-to-day front of house operation within your property to create a professional, efficient, welcoming environment and that the Neilson Mountain Collection brand is being delivered as per the 'Blueprint' standards.

 

You'll need to display leadership and motivational skills within the reception team while ensuring that sales and customer service targets are achieved continuously 

 

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:
  • You will assist the Hotel Manager with direction and supervision, ensuring that the customer service and financial objectives of the hotel are achieved
  • Implement and carry out continuous training with all direct report employees to ensure they reach the highest level of competence and skills
  • Deliver an efficient service to guests in a friendly and professional manner at all times
  • Ensure that the reception and all guest related documentation is presented in a professional, appealing manner and in line with 'Blueprint' and marketing standards  
  • Take direct responsibility for the spa operation, including income through both treatments, retail, and also to ensure expected standards of customer service are met
  • Deputise with the Hospitality Manager in the absence of the Hotel Manager
  • Ensure that all reception & front of house staff are trained on all systems required for the role

 

Customer Service:

 

  • Always present a positive and personal image
  • Develop a great rapport with customers to meet their needs and requirements
  • Demonstrate excellent overall knowledge and understanding of Neilson product and pro-actively cross-sell our holidays
  • Take a proactive approach to achieve and exceed CSQ results
  • Spend time talking to customers to gain valuable feedback
  • Ensure that complaints are dealt with in a timely and professional manner and implement preventative measures in place to avoid reoccurring issues

 

Be Safe

 

  • Adhere to all procedures relating to safety, hygiene and security within the hotel to meet European and British laws
  • Ensure that all Neilson allergen/HACAP guidelines and procedures are followed at all times
  • Monitor and maintain the health & safety of employees and customers
  • Promote energy efficiency and make sure that improvements are identified and acted upon
  • Ensure all your team members are trained in safe working practices and that this is monitored/practised during the season
  • Maintain appropriate records in accordance with company and legal requirements

 

Operational Management:

 

  • Ensure that standards and processes are established for all departmental areas and that these are communicated to all
  • To be flexible and approachable to create a seamless crossover between the various departments within the hotel
  • Organise all materials required for the front office such as booking forms, accounting paperwork and general information. 
  • Drive sales on ski pack items, apres events and hotel run events by motivating your team to achieve their set targets

 

Performance Management:

 

  • You will 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
Leadership, Management, Personal Skills or Qualities:
  • Strong leadership and personal presence
  • Able to demonstrate focus, energy and tenacity in the pursuit of results
  • Self-motivated and able to motivate, influence and inspire others
  • Experience of managing a similar size operation is desirable

 

Technical Skills & Knowledge:

 

  • Proficient user of Microsoft Office and Excel
  • Experience of the front office and snap CSQ scanner is desirable

 

Experience & Track Record:

 

  • Previous professional experience in managing a reception within a hotel environment
  • Previous overseas experience is desirable

 

Qualifications, Training, Professional Memberships Or Accreditations:

 

  • Educated to GCSE standard
  • Management qualification, e.g. Degree or equivalent is desirable
  • Local language highly desirable