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Hotel Manager

Hotel Manager

Job Title:
Hotel Manager
Department:
Neilson Ski
Location:
European Ski Resorts
Reports to:
Area Manager
Dates:
December - April
Job Role Summary:

As a Neilson Hotel Manager, you will ensure that a high standard of catering and hospitality services are offered to our guests while achieving pre-determined financial targets and providing an excellent standard of service to all internal & external customers.

 

You will consistently encourage, motivate and get the best from your hotel team to ensure that our guests have a fantastic holiday experience.  

 

In addition to this, you will need effective time planning and organisational skills to manage your various departments within the hotel and provide hands-on support to your team.

Key Responsibilities and Tasks:
  • Create and maintain a welcoming and comfortable environment in the hotel
  • Providing guests with information, help and guidance to exceed expectations
  • Speak to guests regularly and monitor/action feedback to ensure that the service provided is meeting and exceeding expectations 
  • Proactively advertise Neilson Mountain Expert sessions throughout the week, encouraging guests to attend and invite open feedback on the service delivered
  • Build an excellent working relationship with all suppliers and monitor the services they provide to exceed customer expectations
  • Responsible for the organising, coordinating and delivering pre-season staff training
  • To be proactive in dealing with any additional training requirements during the season
  • To set and monitor staff objectives
  • To motivate and develop your team to succeed and achieve all set targets
  • Coordinate all staff work rotas and days off along with HR paperwork
  • Ensure that all staff are working under local regulations/laws
  • Operate within the established expenditure budget for the hotel and implement control measures to ensure these are met
  • Drive and monitor the sales of food, drink, spa, ski packs, lift passes, equipment, tuition and apres
  • Manage the ordering and purchasing - This includes stock orders, levels, stock takes and to monitor/recording all wastage
  • Responsible for the safe handling of all company monies generated in the hotel following company guidelines and procedures
  • Operate within the set expenditure budget for the hotel and implement control measures to ensure these are being met
  • To be responsible for ensuring all areas of the hotel are cleaned and maintained in accordance with Company standards
  • To ensure that your hotel environment is a safe place in which to work and stay
  • Support the kitchen team in planning a varied 7-day menu and continuously seek to improve the standards of food delivered to guests
  • Ensure standards are met at all times with regards to food preparation
  • Ensure that guest’s dietary requirements are being met
  • Ensure that all Neilson allergen/HACAP guidelines and procedures are followed at all times
  • Remain compliant with all health & safety audits and ensure you provide your team with a safe working environment at all times
  • Demonstrate excellent overall knowledge of the Neilson product and pro-actively cross-sell our holidays
  • Ensure all customer documentation and in-resort, branding complies with company guidelines and is up to date

 

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
  • 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 & Experience Required:
  • Educated to at least GCSE standard
  • Cooking experience or a cooking/hospitality qualification 
  • Previous team management, customer service and sales experience
  • Numerical Aptitude
  • Excel, Word and Powerpoint
  • Experience of work overseas desirable
  • Ski or boarding experience desirable
  • Language skills desirable

Knowledge, Skills & Abilities Required:
  • Excellent communication and public speaking skills
  • Excellent organisation skills and ability to work to deadlines
  • Able to work under pressure and in unsociable hours
  • Driven to achieve and succeed in a target focused environment
  • Language skills (desirable)
  • Ability to work under own initiative and to follow written and verbal instructions
Personal Qualities:
  • Clean and tidy appearance
  • Approachable, welcoming, professional and enthusiastic
  • Highly motivated
  • Organised and punctual
  • Flexible
  • Independent