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Operations Manager

Job Title:
Operations Manager
Neilson Ski
Reports to:
Head of Winter/Area Manager
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Job Role Summary:

Responsible for the preparation and delivery of all day to day operations in our featured ski gateways and will include the subsequent closing and accountability of the winter season product in this area. This will also involve acting as a deputy and company representative for Neilson Active Holidays in the absence of the Area Manager. 

Key Responsibilities and Tasks:


In conjunction with the Head of Winter/Area Manager:

  • Understand the long-term intentions of Neilson’s staffing objectives and how this applies to all resorts within the ski product 
  • To identify how the ski roles need to interact within the winter operation for the relevant gateway and to plan and deliver a feasible operational plan for the individual resort teams in order to deliver the Neilson winter product 
  • To help create a culture of long-term overseas staff retention, succession planning, and multi-functional training
  • To provide ongoing training and development for Supervisors and/or Head Resort Hosts and Club Hotel Managers to enable them to lead their resort teams effectively 
  • To prepare and develop the pre-season training and induction for all Supervisors, Head Resort Hosts, Club Hotel Managers, Resort and Hotel Host roles in conjunction with the Recruitment and Development Team 
  • To set and monitor key staff objectives and Key Performance Indicators at a gateway level and ensure that all required staff HR processes and documentation are completed on time and to standard 


  • To be a key interface between the Resort Office and Resort teams ensuring that all relevant information is understood, communicated and exchanged effectively
  • To take an active role in the delivery of all Neilson products, leading the way on resort visits by presenting yourself to both staff and suppliers 
  • Where applicable, this includes the delivery of the Neilson Chalet product, including all aspects of the preparation, cooking and cleaning for all properties 
  • To ensure detailed inventories are completed for all properties and that company staff accommodation and utility readings are taken at the beginning and the end of season
  • To ensure that all properties comply fully with the UK and local legislation relating to Health & Safety, fire regulations, children’s clubs and licensing requirements. To manage the awarding of compensation to customers and the subsequent compensation reclaim from suppliers where appropriate 
  • The continual monitoring of service provided by staff and suppliers. The formulation of action plans to prevent and resolve problem areas to ensure the continual improvement of service initiatives
  • To seek direct feedback from customers, suppliers, and staff at all times
  • To constructively improve service initiatives in order to provide the best possible customer experience and support at all times 
  • To control the smooth running of your gateway airport operation as designated by the Head of Winter/Area Manager

In conjunction with the Head of Winter/Area Manager: 

  • To set, monitor, control the budgets and expenditure for the staff and Neilson properties within the gateway 
  • To support/assist your financial administrator by providing accurate staff financial paperwork ensuring timely financial accounting for your area
  • To monitor/account/ensure the safe and secure handling of all company monies distributed/received from staff and customers
  • To ensure detailed inventories are completed for all units and staff accommodation and that the utility readings are taken at the beginning and end of the season 
  • Promote responsible tourism and create a culture of low wastage for budgetary and environmental benefits
  • You will be required to carry out all additional duties to assist with the smooth running of the overseas operations as designated by your line manager
Qualifications and Experience required:
  • Educated to GCSE standard or higher
  • Driving licence
  • Basic Food Hygiene
  • Tourism/Chef qualification
  • NVQ3 and/or HACCAP
  • Advanced 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:
  • Approachable, welcoming, professional and enthusiastic
  • Highly motivated
  • Organised and punctual
  • Flexible
  • Target orientated with good negotiation skills
  • Clean and tidy appearance
  • Approachable, confident, knowledgeable