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6 months ago
Neilson Active Holidays
Salary: Competitive package + bonus and benefits
Location: Spain
Job type: Permanent
Contact: Simon Davies
Category: Hospitality Jobs, Hotel Jobs, Management Jobs, Resorts Jobs

Job Role Summary

To manage the day-to-day operation and performance of our brand-new Neilson property in south east Spain. You will facilitate an enjoyable guest experience, generate sales revenue and ensure that all standards are maintained.

 

Key Responsibilities and Tasks

    To ensure that all departments are run in accordance with our hotel policy.

    Prioritise guest and staff welfare and ensuring a personalized service is provided at all times. 

    Provide training for all hotel employees in order to achieve the highest degree of competence when undertaking their duties.

    To be a role model and champion the Neilson vison and values in a professional and positive manner. 

    To achieve the set customer service and financial targets across all departments within your hotel operations.

Customer Service

 

    Build rapport with all guests and team members to enhance their Neilson experience.

    Anticipate the needs and feelings of the customer and responded appropriately.

    Identify and resolve any customer issues or complaints.

    Analyse customer complaints to identify trends and improve the overall experience.

 

Compliance

 

    Monitor and maintain all aspects of the property in accordance with our health and safety policies.

    In the event of a fire alarm activation adhere to the statutory procedures to ensure safe evacuation of all staff and guests.

    Identify equipment and supply requirements and report any defects in a timely manner to the Business Manager.

    Ensure all records are maintained in accordance with the company and legal requirements.

 

Operation Management

 

    Manage and motivate your team to achieve their targets.

    Prioritize the needs of your team to ensure that they are able to perform their role to the best of their ability.

    To be highly organized at all times in order to achieve your objectives.

    Empower your direct reports and delegate effectively so that they take ownership of their own departments.

    Effectively use, monitor and control your manpower and material resources whilst balancing both budgetary requirements and customer needs.

    Support direct reports within their roles as required.

    Communicate effectively with your teams to support them in the daily management of the business.

    Carry out any oral and written communication in a manner, level and pace, that will promote their understanding and build effective working relationships. 

    Establish productive working relationships at all levels and ensure interpersonal conflict is identified and minimized.

    Carry out effective overseas recruitment and selection of new employees in accordance with company procedures, best practices and in line with wage budgets.

    Ensure there is a quick and decisive response to resolve immediate and short-term problems.

    To be actively involved in the recruitment of new staff for your resort with the assistance of the UK recruitment team.

Performance Management

 

    Identify the training needs of direct reports in relation to business plans and objectives.

    Provide feedback at regular one to ones and complete the appraisal process for each employee.

    Manage poor performance and conduct issues in accordance with the UK HR team.

    Motivate your team through recognition, reward and incentives.

 

Financial

 

    Set, monitor and control the budget and expenditure within your property. 

    Complete detailed inventories for all staff accommodation and take utility readings at the beginning and end of season.

    Promote responsible tourism for the benefit of the environment by creating a culture of low wastage.

    Carry out all duties to ensure the smooth running of our overseas operation as designated by the Business Manager.

 

Resort Manager Personal Specification

 

LEADERSHIP, MANAGEMENT, PERSONAL SKILLS & QUALITIES

Essential 

    Strong leadership and personal presence

    Ability to demonstrate focus, energy and tenacity in the pursuit of results

    Self-motivated and able to motivate, influence and inspire others.

TECHNICAL SKILLS OR KNOWLEDGE

Essential

Proficient user of Microsoft Office, Excel, excellent numeracy skills and a strong command of the Spanish and English language.

EXPERIENCE & TRACK RECORD

Essential

Organized and punctual with previous professional experience in:

    Managing an overseas operation

    Staff management

    Achieving targets, budget control and maximizing revenue.

Desirable 

Previous knowledge of Neilson product

QUALIFICATIONS, TRAINING, PROFESSIONAL MEMBERSHIPS OR ACCREDITATIONS

Essential 

Educated to GCSE standard.

Desirable 

Management qualification e.g. Degree or equivalent.

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