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Resort Supervisor

Resort Supervisor

Job Title:
Resorts Supervisor
Neilson Ski
Reports to:
Area Manager
Direct Reports:
Head Reps, Ski Representatives, Neilson Mounatin Expert Representatives, Head Chalet Hosts, Chalet Hosts
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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!


As a Resort Supervisor, you will lead, encourage, motivate and monitoring your team of resort staff in their roles throughout the winter season. You will be driven to achieve and exceed your revenue and service quality targets and to effectively manage all commercial and financial aspects of your resort/s.


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.


To join the Neilson Active Holidays team, you must be over the age of 18 and in order for us to acquire the necessary legal paperwork required to place you in an overseas position you must:


  • Hold a valid UK, EU, EEA or Swiss passport
  • Hold a UK National Insurance number
  • Currently be registered to a fixed address within England, Scotland, Wales and Northern Ireland


PLEASE NOTE: Regrettably, if you are currently registered to a fixed address in the Channel Islands or the Isle of Man, it is not possible for us to obtain the necessary legal paperwork required to post you overseas at this time.


Key Responsibilities and Tasks:


  • Ski pack and apres sales – Drive and monitor the sales of ski packs and apres events 
  • Set targets for staff and monitor them throughout the season
  • Assist the Area Manager with the recovery of compensation in resort and ex-gratia payments
  • Monitor and control budgets and expenditure within your area
  • Assist the finance admin with the accurate and timely financial accounting for your area
  • Control the budgets and company monies
  • Financial paperwork – ensure that all staff are up to date with liquidating their sales each week and that this has been processed correctly


  • Supplier relations – build an excellent working relationship with all third-party suppliers and monitor the services that they provide in order to exceed customer expectations
  • Guest feedback – closely monitor all guest feedback to ensure that staff service is meeting and exceeding customer expectations
  • To be proactive in dealing with any resorts that may require further training in order to boost service scores
  • Manage and reward compensation to customers when appropriate
  • Take an active supervisory role, lead the way on resort visits, present yourself to both staff and suppliers in full Neilson uniform.
  • Actively assist staff and guests by giving advice and support with ski fit, snow briefs and snow socials
  • Regularly visit all units in your area to ensure company standards of service, cleanliness and presentation are being adhered to
  • Continual monitoring of service provided by staff and suppliers
  • Formulate action plans to prevent and resolve problem areas ensuring continual improvement of service initiatives


  • Be safe – remain compliant with all health and safety audits and checks that you are set on a weekly/monthly and seasonal basis
  • Marketing and promotion – assist the Area Manager with the organisation of all educationals/press/filming trips
  • In resort paperwork and branding – Ensure all customer documentation and in-resort branding is up to date and complies with company guidelines
  • Stock control – You will be the gatekeeper for all chalet stock and you will closely be monitoring this with head hosts and chalet hosts
  • Manage and collate all quality paperwork: PIF’s, RIF,s, brochure declarations, ICR forms etc


  • Training – taking responsibility for organising, coordinating and delivering pre-season staff training along with top-up training throughout the season
  • KPI’s and Objectives – Set and monitor management objectives
  • Appraisals and end of season reviews – Carry out mid-season and end of season reviews with management teams
  • Development of the team – manage, motivate and develop your teams throughout the season
  • Day to day management – Keeping in contact with your in resort teams on a daily basis, monitoring staff performance, income targets and guest feedback targets
Qualifications and experience required:
  • Educated to GCSE standard or higher
  • Driving licence
  • Basic 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:
  • Clean and tidy in appearance
  • Approachable, confident, knowledgeable
  • Approachable, welcoming, professional and enthusiastic
  • Highly motivated
  • Organised and punctual
  • Flexible
  • Target orientated with good negotiation skills