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Ski Representative job description

Job Title: Ski Representative

Department: Neilson Ski

Location: Europe

Reports to: Resort Supervisor/Area Manager

Job Role Summary

As a Ski Representative, you will be the face of Neilson Active Holidays around the resort. You'll be happy to help, able to remain calm under pressure and keep smiling whenever the going gets tough.

Generally, your day will be structured around your daily visits where you will check in with your guests and make sure that they have everything they need for the perfect holiday.

Visits will take place every evening and most mornings. You will place yourselves wherever you have the best opportunity to interact with your guests albeit, a hotel, chalet, ski school meeting place one of the mountain restaurants.

You will plan and promote a nightly apres ski programme, entertain, build fantastic rapport and generally make sure that our guests are happy. Wherever possible any guest issues will be resolved promptly and effectively.

You will take care of all the back-office duties including accurate accounts, paperwork, preparation of welcome packs for arrival/departures. You will also professionally deal with any unexpected medical emergencies which can be commonplace.

The sheer variety and unpredictability of the job calls for great personal strengths and qualities, therefore, we are particularly interested in people who have any previous holiday representative experience.

Key Responsibilities and Tasks

You will need to quickly become a resort expert, acquire and constantly improve your knowledge of the resort and local ski area.

You will be able to confidently advise Neilson guests with regard to equipment hire, tuition, and our accommodation.

To meet, greet and escort guests to and from the airport or appropriate coach feeder points and provide assistance and information to all internal and external customers

To regularly visit hotels and apartments at set times, liaise with hoteliers and resolve any guest issues.

To sell services and social events as directed by your line manager to provide a high level of guest service and to meet with agreed targets.

To sell ‘ski packs’ (lift pass, equipment & tuition) as a service to guests in order to meet agreed conversion ratios.

To keep records of all monies taken and paid out on behalf of the company and to ensure the safe handling, storage, and passage of any company funds.

To monitor CSQs (customer service questionnaires) and feedback to suppliers in order to improve service.

To work closely with Neilson suppliers to ensure and monitor that the agreed service standards are met throughout the season.

To ensure the correct administration of reservations with all accommodation suppliers and to liaise with the resort office in a timely manner regarding any matters relating to guest bookings.

To complete all financial/non-financial paperwork accurately, legibly and in accordance with pre-determined deadlines.

To ensure that all resort costs and expenses fall within targets set by your line manager.

To closely monitor all health and safety issues relating to Neilson guests, completing all necessary audits and to quickly escalate problems in accordance with Company procedures

Demonstrate an excellent overall knowledge of Neilson products and pro-actively cross-sell our holidays to all Neilson guests.

To carry out other duties that help with the smooth running of overseas operations as directed by your resort manager.

Leadership, Management, Personal Skills, Knowledge, or Qualities:

Attentive, outgoing, friendly and assertive in verbal communication

Excellent appearance and personal grooming

Organised, good public speaker, leadership qualities, self-motivated and flexible

Able to work under own initiative with good communication skills

Technical Skills or Knowledge:

Computer literate and able to access Internet

Experience and Track Record:

Previously held a responsible/ independent position

Previous customer service experience

Excellent numeracy skills

Qualifications, Training, Professional Memberships, or Accreditations:

Educated to GCSE standard