Chalet Manager (Ski)

Job Details

Company Overview:

Alpine Elements Ltd is a medium sized tour operator specialising in ski and summer beach & alpine activity holidays operating throughout France, Greece and St. Anton, Austria, with their sister company iGO SKi offering short ski breaks. We employ 500+ overseas, seasonal staff, in addition to a permanent head office team, working all year round to deliver the best product for our clients and support for our employees.

Job Description:

As a Chalet Manager you will manage a group of chalets (between 4-12) either in one resort, or across multiple resorts. Experienced within the chalet industry and familiar with the challenges of all aspects of chalet management. Alongside logistics you will train, coach and manage our chalet staff trainers, hosts and support staff to deliver against demanding targets. You will need to have a proven track record in delivering KPI’s within a chalet environment in; food, linen, wine and cleaning product expenditure. You will have a strong understanding of guest expectations within chalets, to exceed the company and our customer’s expectations. You will have a proactive approach, ensuring you minimise and reduce guest complaints for your chalet resorts. You will identify areas in which to reduce departmental headcount & working hours and increase staff retention, whilst improving the quality of the product. The Chalet Manager will also oversee a schedule of a cost effective Chalets maintenance programme.

You will have the ability to identify success as well as areas for improvement, ultimately streamlining systems and processes to deliver operational efficiency and achieve our high standards.

To be successful in this role you will be a Chalets Ambassador, forging strong relationships with Chalet owners and taking full responsibility for the management of the chalet handover and hand back processes within your resorts.

Key Accountabilities & Responsibilities:

Cost Reduction

  • Deliver against targets for the reduction in cost of;
  • Linen
  • Cleaning Products
  • Food
  • Wine
  • Manage the weekly submission of consumption stock takes, orders and resort invoices to the catering manager and finance team to ensure the chalet catering function is in line with company budgets and passenger numbers
  • Monitor all resort expenditure including petty cash spot checks and immediately querying all unusual accounts anomalies
  • Identify areas to reduce departmental headcount, reduce working hours whilst improving the quality of the product
  • Oversee a cost effective schedule of property maintenance


  • Deliver against KPI’s for Chalet wine upgrades, packed lunches and honesty bars within each of the chalet resorts
  • Identify, develop and implement new revenue streams in the chalets within your resorts

Customer Focus

  • Build and maintain strong relationships with Chalet owners and supplierso Achieve set KPI’s for Guest satisfaction scores for chalets within your resorts
  • Ensure that all HSQ’s are handed out, completed and returned weekly, meeting company targets


  • Manage a range of chalets resorts, focusing on driving forward the new Premium Plus brand of chalets
  • Through resort and property visits (including dinning in chalets and hotels) ensure a strong staff support and customer facing presence and interaction with customers to receive direct guest feedback
  • Schedule a timely hand over of all chalets from owners at the start of season ensuring an accurate inventory detailing any damage or breakages, is completed for each chalet
  • Distribute all chalet signs, notice boards, chalet files, health and safety, Fire Safety equipment
  • Distribute and discuss with Chalet Staff Trainers the Chalet End of Season Reports for their chalets
  • Manage the distribution of Chalet equipment, soft furnishings and electrical goods at start of season ensuring that all CAPEX item requests are submitted, authorised, purchased and in place prior to start of season
  • Manage the distribution of Chalet Staff uniform for all chalet staff throughout the season
  • Build and Maintain strong owner relationships
  • Identify and share success as well as areas for improvement; streamlining systems and processes to deliver operational efficiency.
  • Working with the Catering Manager, you will identify ways to improve the catering offering, negotiating with suppliers and assisting with the design and production of the chalet menu and cookbook
  • Monitor and manage issues raised with suppliers relating to; standards of ingredients / products, back orders and non-deliveries and act decisively to resolve in a timely manner
  • Manage Guest Complaint Management and exceed KPI’s in the reduction of the number of Guest Complaints
  • Plan, communicate and manage the chalet setup schedule for the chalet programme
  • Produce detailed and accurate inventories of all chalets and stock takes of all chalets stores
  • Meet with all local catering, cleaning and laundry suppliers and confirm the arrangements for orders, deliveries and purchasing to ensure a service that meets the requirements of the business
  • Produce Health and safety, fire Safety and food hygiene reports and audits for all chalets and ensure the timely purchasing, allocation and distribution of required equipment across the chalets within your resorts
  • Monitor and complete weekly Resort Chalet Audit Reports including a plan of action to address issues including staff movements, KPI scores, budget performance and guest complaints
  • Conduct regular chalet inspections with Chalet Managers to check the standard of food hygiene, and quality of food served in chalets is maintained and the brochure promise is being delivered
  • Complete regular chalet audits to ensure that chalet notice boards, weather forecasts, brochures and chalet files are up to date, well maintained and clean
  • Ensure your resort management team submit; timesheets, temperature logs, vehicle paperwork, accounts, First Impressions /Holiday Satisfaction Questionnaires, accident report forms, customer report forms, weekly staff movements and monthly Staff Payroll Forms according to weekly, monthly and seasonal deadlines
  • Oversee and organise the cleaning and close down of all chalets, storage facilities and staff accommodation
  • Produce detailed inventories of all chalets and staff accommodation and cross reference to those completed pre-season, detailing any breakages or damage and ensure that they are replaced/repaired before the hand back with the owner
  • Ensure all company property is packed and stored away correctly
  • Ensure that all Resort and Chalet End of Season Reports are completed and stored ready for subsequent seasons
  • Manage the collection of all chalet signs, notice boards, chalet files, health and safety, Fire Safety equipment and ensure all items are stored correctly
  • Ensure all chalet uniform is collected, washed, dried and returned to the central store
  • Complete Staff clearance forms, end of season appraisals and ensure all personnel paperwork is returned to the UK HR department
  • Ensure all resort; bars, ski shops, suppliers accounts, invoices have  been settled and paperwork submitted to the Oversees finance team before the close down of resort
  • Ensure legal compliance of Register Du Personnel, Security, French Bar Licensing Laws and that Catering operations meet French Hygiene Law.
  • Provide operational & logistical  support and customer facing presence at required feeder points or airports on transfer days


  • Oversee the performance of all chalet staff and provide continuous support and training ensuring that managers, hosts and support staff conduct housekeeping and catering duties to set targets, KPI’s and standards
  • Assist with the planning, development and delivery of the chalets pre-season training course, E-Learning as well as the Alpine Academy development training materials
  • Ensure induction and training is provided for all new or replacement chalet staff that start mid-season, ensuring that all aspects of a chalet is covered and that relevant paperwork is completed
  • Support resort management with training and/or discipline of any chalet staff where appropriate ensuring that all company policies and procedures are adhered to at all times
  • Conduct regular staff accommodation, staff meals and uniform and grooming guideline audits to ensure staff are being provided with contractual services in line with their terms and conditions and staff are conforming to their contractual obligations
  • Liaise with the HR and Recruitment Manager to forecast staff losses and ensure all required payroll notifications and paperwork are submitted by resort teams accurately and on time
  • Conduct mid-season appraisals and end of season performance reviews and submit scanned paperwork to the UK HR department

Key Relationships:

  • Internal: Oversees Director, Overseas Operations Manager, iGOSKi Brand Manager, Sales Director, HR & Recruitment Manager, Resort Staffo 
  • External: Customers, Property owners & managers, Suppliers, local authorities,

Person Specification (assessed via application, assessment centre or interview as appropriate):

Each of the criteria below is rated as Essential (E), Highly Desirable (HD) or Desirable (D). We place considerable emphasis on your Personal Qualities as the training and support we provide can often strengthen any weaknesses that exist in other areas.

Personal Qualities

  • Ability to work to challenging and often changing deadlines  (E)
  • Strong social/People skills/Cheerful/Outgoing (E)
  • Motivated/Passionate / Enthusiastic (E)
  • Ability to work alone and as part of a team (E)
  • Ability to cope under pressure (E)
  • Willingness to work hard / long hours (E)
  • Adaptable / Flexible Attitude (E)
  • Honest and Trustworthy (E)
  • Professional and Reliable (E)

Skills & Ability

  • Highly Organised (E)
  • Strong IT skills including the full Microsoft Office Suite (E)
  • Literate and numerate  (E)
  • High level of attention to detail (E)
  • Strong written and verbal communication skills (E)
  • Problem Solving (HD)
  • Fluent French speaker (E)


  • Ski industry knowledge (E)
  • Sales Experience (E)
  • Customer Service Experience (E)
  • Back ground in and strong understanding of Chalets Ski programme (HD)
  • Organisation and planning (E)
  • Transferable Work Experience (E)

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