From staff management to customer relations, this job is as challenging as it is rewarding. There is no 'typical' day as the job is so people based and varied.
Saturday is the busiest day of the week for everyone in resort. You will spend the day coordinating departures and arrivals in resort, visiting all chalets, talking to chalet staff, perhaps delivering essential items that have been forgotten, making sure everyone has a cot/high chair if they need them, reassuring chalet hosts who aren’t feeling great, generally being supportive and lending a hand if necessary.
Once new arrivals are in resort, you will be running around resort. Lift passes have to be ordered and collected, payments have to balance, every single client in resort has to be asked if they would like a lift pass or ski hire. Having a lift pass delivered to each person in each chalet, is one of the services we provide at Skiworld.
With a staff of, on average, twenty five, including 4 Reps/Chalet Managers, 19 Chalet Staff, 1 Maintenance Driver and a hardworking Resort Finance Administrator life is never dull!
Generally on Sundays you'll be making sure that lift passes are distributed and that ski school has gone smoothly on the first day. It is important to delegate certain tasks, such as ski school.
Sunday afternoons are a good time to meet up with your reps to go through transfer day, collect in CSQs and discuss any points raised, and to discuss Après Ski possibilities for the forthcoming week.
There are also important local relationships to develop: with the chalet owners, the lift pass office, ski school and ski hire shop to name a few. If you're well organised, there's still plenty of time to ski!
Your day off is usually a different day to the rest of your staff as there has to be someone around should someone have a problem. On your day off, another member of the team deputises for you.
Weekly staff meetings are essential and you will need to find an appropriate place to have them for the season. They will need to be structured and positive. Weekly meetings are the perfect time to communicate with your whole team and to motivate them – especially when they are feeling jaded.
Regular chalet inspections to check a high standard of cleanliness is being adhered to will help to keep you abreast of any staff and chalet issues. It is important to remember, however, that your staff will need plenty of encouragement. This can only be achieved by a ‘hands on’ approach and leading by example.
One of your most important tasks is ensuring that all weekly chalet and resort reports are completed accurately and on time. These are then sent to the main office. It is really down to you to delegate sensibly and teach your staff to do things the way you want them to be done.
Being a Resort Manager with Skiworld is different because you call the shots. You are responsible for your team. You will have all the support you need but ultimately, you are in charge.