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8 days ago
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Resort Head of Customer Services - Winter 2016/17


MARK WARNER LTD
Salary: Competitive
Location: Austria, France, Italy
Job type: Seasonal
Contact: Chris Carroll
Category: Customer Advisor Jobs
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About the Role

You will be responsible for ensuring that all guests receive the highest levels of customer service at all times across all departments within the hotel. You will influence the overall standard of customer service in the chalet hotel and ensure that all customer services and general staff extend the same level of service to all guests. You will display an enthusiastic and positive attitude, lead by example and inspire others by adopting a high profile and strongly felt presence throughout every department.

Main Responsibilities

  • To support the Chalet Hotel Manager as the Senior HOD.a member of the Heads of Department (HOD) team
  • To provide support and guidance for HOD’s regarding guest and staff issues in the Chalet Managers absence  
  • Manage and support both your team and the wider hotel team with their day to day responsibility
  • To support and liaise regularly and as necessary with Head Office Customer Services
  • To have a high profile within the chalet hotel and regular, positive contact with all guests
  • Ensure guests expectations are being met at all times
  • Promote and encourage a positive ‘can do’ attitude amongst HOD's and general staff
  • To deal with all guest issues in the first instance and to collaboratively assist the Chalet Hotel Manager when necessaryescalate issues notified by guests to the chalet hotel manager at the earliest opportunity
  • Ensure all internal administration is dealt with promptly and efficiently such as Guest Comment Forms, illness/accident reports and logs, lost property forms, insurance enquiries
  • Provide translation services where required
  • Assist and support the Cchalet hHotel mManager with staff rotas, head office reports and guest illness/accident or any other health and safety matter
  • To liaise with Hhead oOffice Ssales, Aafter Ssales and Mmarketing departments in the promotion and sale in resort of Mark Warner holidays
  • To set up and maintain accurate and up to date notice boards and other guest
  • To manage all flight and hotel room manifests
  • To support and participate the customer services team with airport transfers and ensure guests are dealt with professionally at all times by all staff involved in the transfer process
  • Participate in social activities, evening entertainments and public relations opportunities
  • To carry out the Duty Manager role as requested by the chalet hotel manager

Abilities and Skills

  • Hard working
  • Present a ‘can do’ attitude
  • Exemplary Customer Service skills
  • Effective leadership skills
  • Ability to carry out tasks efficiently
  • Staff development
  • Calm demeanour

Essential Requirements

  • Fluent in the native language of the country of operation (French, German, Italian)
  • Excellent communication skills
  • Previous experience desired but not essential
  • UK/EU Passport holder
  • UK National Insurance Number
  • UK bank account

Package and Benefits

  • Return travel to/from UK
  • Medical insurance
  • Comfortable accommodation
  • All meals
  • Discounted drinks and beauty treatments (dependent on resort)
  • Lift pass, ski equipment hire and discounted lessons for beginners
  • Smart uniform
  • Holiday concessions for friends and family
  • A competitive salary
  • Comprehensive training
  • Opportunity to work year-round
  • Management development

About Mark Warner 

Mark Warner specialise in superb activity holidays to top ski resorts in Europe and beautiful beach locations in the Mediterranean. Our holidays are perfect for everyone from families, singles or couples to groups of friends. 

Who We Are

With 40 years’ experience we have grown into one of the most highly regarded independent travel companies in the UK. We have received numerous accolades and are very proud to have recently been voted ‘Best Family Tour Operator, Best Activity & Adventure Operator, Best All Inclusive Operator’ and to win silver for ‘Best Ski Operator’.

Our Team

We continue to be market leaders for family holidays and each year employ over 1,500 staff to work in our overseas resorts. With 50,000 clients travelling with us across our summer and winter programmes we see an incredible 40% rebook future holidays. 

Looking for a Career or just a one-off Season?

Providing both winter and summer holiday packages puts us in a unique position to offer plenty of opportunities for career progression. Whether you’re looking for a short-term challenge or career development, Mark Warner offers a rewarding adventure and fantastic opportunities whatever path you choose.

About the Role

You will be responsible for ensuring that all guests receive the highest levels of customer service at all times across all departments within the hotel. You will influence the overall standard of customer service in the chalet hotel and ensure that all customer services and general staff extend the same level of service to all guests. You will display an enthusiastic and positive attitude, lead by example and inspire others by adopting a high profile and strongly felt presence throughout every department.

Main Responsibilities

  • To support the Chalet Hotel Manager as the Senior HOD.a member of the Heads of Department (HOD) team
  • To provide support and guidance for HOD’s regarding guest and staff issues in the Chalet Managers absence  
  • Manage and support both your team and the wider hotel team with their day to day responsibility
  • To support and liaise regularly and as necessary with Head Office Customer Services
  • To have a high profile within the chalet hotel and regular, positive contact with all guests
  • Ensure guests expectations are being met at all times
  • Promote and encourage a positive ‘can do’ attitude amongst HOD's and general staff
  • To deal with all guest issues in the first instance and to collaboratively assist the Chalet Hotel Manager when necessaryescalate issues notified by guests to the chalet hotel manager at the earliest opportunity
  • Ensure all internal administration is dealt with promptly and efficiently such as Guest Comment Forms, illness/accident reports and logs, lost property forms, insurance enquiries
  • Provide translation services where required
  • Assist and support the Cchalet hHotel mManager with staff rotas, head office reports and guest illness/accident or any other health and safety matter
  • To liaise with Hhead oOffice Ssales, Aafter Ssales and Mmarketing departments in the promotion and sale in resort of Mark Warner holidays
  • To set up and maintain accurate and up to date notice boards and other guest
  • To manage all flight and hotel room manifests
  • To support and participate the customer services team with airport transfers and ensure guests are dealt with professionally at all times by all staff involved in the transfer process
  • Participate in social activities, evening entertainments and public relations opportunities
  • To carry out the Duty Manager role as requested by the chalet hotel manager

Abilities and Skills

  • Hard working
  • Present a ‘can do’ attitude
  • Exemplary Customer Service skills
  • Effective leadership skills
  • Ability to carry out tasks efficiently
  • Staff development
  • Calm demeanour

Essential Requirements

  • Fluent in the native language of the country of operation (French, German, Italian)
  • Excellent communication skills
  • Previous experience desired but not essential
  • UK/EU Passport holder
  • UK National Insurance Number
  • UK bank account

Package and Benefits

  • Return travel to/from UK
  • Medical insurance
  • Comfortable accommodation
  • All meals
  • Discounted drinks and beauty treatments (dependent on resort)
  • Lift pass, ski equipment hire and discounted lessons for beginners
  • Smart uniform
  • Holiday concessions for friends and family
  • A competitive salary
  • Comprehensive training
  • Opportunity to work year-round
  • Management development

About Mark Warner 

Mark Warner specialise in superb activity holidays to top ski resorts in Europe and beautiful beach locations in the Mediterranean. Our holidays are perfect for everyone from families, singles or couples to groups of friends. 

Who We Are

With 40 years’ experience we have grown into one of the most highly regarded independent travel companies in the UK. We have received numerous accolades and are very proud to have recently been voted ‘Best Family Tour Operator, Best Activity & Adventure Operator, Best All Inclusive Operator’ and to win silver for ‘Best Ski Operator’.

Our Team

We continue to be market leaders for family holidays and each year employ over 1,500 staff to work in our overseas resorts. With 50,000 clients travelling with us across our summer and winter programmes we see an incredible 40% rebook future holidays. 

Looking for a Career or just a one-off Season?

Providing both winter and summer holiday packages puts us in a unique position to offer plenty of opportunities for career progression. Whether you’re looking for a short-term challenge or career development, Mark Warner offers a rewarding adventure and fantastic opportunities whatever path you choose.


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