Area Operations Manager

Alpine Elements
Published
June 9, 2017
Location
France, France
Category
Job Type

Description

Company Overview:

 

As a long-established Tour Operator (18 years) in France and Austria, the Company covers 9 resorts and has 50 committed properties (Chalets and hotels). The company employs circa 400 staff across the summer and winter programmes and carries 22,000 passengers per annum with a £17M annual turnover with sustained growth over the last three years and an ambitious programme development plan.

 

Alpine Elements is a dynamic and fast growing Tour operator in a niche sector for ski holidays, sailing / windsurfing and active holidays. We are looking for a dynamic, highly experienced Operations Manager to lead and develop our overseas Resort and Property Teams and delivery of our products.

 

Job Description:

 

The Area Operations Manager (Ski) for Alpine Elements and iGO SKi reports to the Head of Winter Operations. This is a broad management role that involves strategic and hands on leadership to ensure the delivery of great service and products at every stage of the guest journey. We are looking for an experienced leader who can build capable, highly motivated teams in a short space of time. You will be calm and considered in a crisis, able to think on your feet and confident in dealing with customers and staff in difficult situations.

 

Key Accountabilities & Responsibilities:

 

The Key Accountabilities and Responsibilities of the role Includes, but is not limited to:

With a team of direct reports – Resort Managers, Hotel Managers and Chalet Managers and Departmental Heads oversee:

 

  • To provide professional leadership to all operational staff throughout the company.
  • Provide direction and support to your Resort and Hotel Managers to ensure the resort teams utilise the tools at their disposal to ensure every guest goes home happy and ensuring guest loyalty
  • Implement a culture of solving customer’s problems on the spot, in a timely and consistent manner, so that our customers want to travel with us again and again.
  • Participate in the Operational set up: Accommodation, bar/restaurant, logistics and transport, and pre-season training programmes
  • Managing a culture of staff retention, training and development, you will implement and oversee a strategic programme of staff succession planning, identifying and developing key talent
  • Drive in Resort Revenues for; Activities, Tuition, Equipment, Rental, Lift Passes, Merchandising and F&B sales.
  • Manage the continuation of our strict H&S regime, with a well-defined set of rules and guidelines for all operational staff

 

Commercial

 

  • Minimise and adhere to programme and resort level budgets for all aspects of the French and Austrian programme.
  • Driving revenue streams (Ski Extras, Hotel bars, restaurant and Activities)
  • Raising Client retention rate (repeat business)

 

Customer Focus

  • Develop a customer centric culture to improve Customer Care, Client feedback / awareness and procedures to quality control brand and retain client loyalty.
  • Implement a culture of solving customer’s problems on the spot, in a timely and consistent manner, so that our customers want to travel with us again and again.
  • Take part in responding to disruption or crisis situations.
  • Provide direction and support to your Resort and Hotel Managers to ensure the resort teams utilise the tools at their disposal to ensure every guest goes home happy

 

 

Operational

  • Participate in the Operational set up: Accommodation, bar/restaurant, logistics and transport, and pre-season training programmes
  • Daily Operation: Oversee, manage and run the operation in designated resorts of our ski programme, including all Hotels/chalets, s/c apartments, F&B, hospitality, bar revenues, extras revenues and resort activities
  • Maintain and drive product quality: Ensure standards are met in H&S, Hygiene, Chalet/Hotel catering, staffing, staff productivity and system efficiencies
  • Oversee and ensure operational needs are met within the finance department (tills, POS machines, accounting systems and procedures).
  • Support the HR team with operational information such as head count proposals, pre-campaign information and assistance with the placement and returner placement processes
  • To contribute to the company’s Talent Management processes, supporting staff with identified potential to realise and achieve their full potential within the company.
  • Lead your Resort and Hotel Management teams through challenging customer issues or operational disruption to minimise the inconvenience to our customer’s holidays

 

Key Relationships:

 

  • Internal: Overseas Operations Director, Resort & Hotel Management Teams, UK Operations & Admin Director, Sales Director, Chief Financial Officer, and HR & Recruitment Manager.
  • External: Suppliers, Customers and Trade & Industry Contacts

 

 

What we are looking for:

 

You put the customer and staff at the centre of everything you do!

Your communication style will be clear and concise and can integrate many opinions to provide the best way forward

You’re great working with people from all walks of life regardless of role or position

Have a proven track record of successfully leading a team with a variety of skills, knowledge and development and training needs

You are flexible and adaptable, resilient to be able to deal with set-backs and have a positive and enthusiastic attitude

You find it natural to provide a collaborative working environment even within large / remote teams

You provide fast problem solving to ensure our guests are minimally inconvenienced

You have a solid commercial and financial understanding and are able to balance these with customer and staff requirements

 

You will also possess demonstrable successful experience within a previous Operations / Area Manager role, within a main stream UK Tour Operator. You will be conversational / fluent French language skills and be located or willing to be based in France, close to our Regional offices.

 

 

In the first instance please send your CV and covering letter to Bleu@alpineelements.co.uk with your salary and package expectations.

 

 

No Agencies please.

 

 

 

Apply
Drop files here browse files ...

Related Jobs