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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 whilst 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 an amazing holiday experience. 

In addition to this, you will have effective time planning and organisational skills in order 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 in order to exceed expectations
  • Speak to guests on a regular basis 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 in order 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 in accordance with local regulations/laws
  • Operate within the set 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 constantly 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 individual 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