Search Results
Hotel Manager - Ski - Italy
Employer: Crystal
Country: Italy
Salary: competitive
Hours: Part Time Contract: Temporary
Start Date:
End Date:
We are looking for an experienced Hotel Manager to manage this property - ensuring a friendly and relaxed atmosphere for our guests, and exceptional levels of customer service.
Key accountabilities & responsibilities
- Team Management
- Train and develop staff to maximise performance, aid retention and reduce turnover.
- Accountable for the delivery of the performance management process in line with Company procedures.
- Lead and inspire individuals to develop a highly motivated, committed team.
- Ensure team receive, understand & adhere to all company policies & procedures.
- Co-ordinate workload of staff within the hotel including rotas etc.
Commercial/Financial Management
- Manage overseas overhead budget following Resort Hotel Manager guidance.
- Accountable for hotel weekly accounts and all company paperwork as per company & audit procedures.
- Work within the company set budgets relating to food, linen and cleaning costs to provide the standard of service required.
- Control the cash handling within the hotel to ensure all relevant departments are aware of their responsibilities and cash/credit card payments are recorded accurately.
- Ensure a weekly banking takes place and is accounted for in line with company procedure.
- Ensure the security of monies held in the property and ensure the security of the hotel safe by limiting the access.
- Control all stocks within the hotel and ensure stock takes are completed accurately and on time each week for accounting purposes.
- Develop all aspects of incremental sales within the hotel, implementing new initiatives to meet and exceed targets.
- Develop the lunch time trade within the hotel, promoting new ideas in order to maximise on sales opportunities.
Quality Assurance/Customer Service
- Manage all aspects of the customer service within the hotel in order to anticipate and exceed customer expectations.
- Develop product knowledge to ensure accurate delivery of service.
- Monitor, analyse and provide feedback to all departments regarding complaints, CSQ's, and all other customer feedback in order to identify trends and take pro-active actions.
- Resolution of customer complaints within the hotel.
- Ensure in resort compensation guidelines are followed in conjunction with the Resort Manager/Resort Hotel Manager.
- Ensure all Health and Safety procedures are implemented according to Company standards.
Communication
- Keep Resort Hotel Manager and all staff informed on all relevant business issues & updates using varied methods of communication.
- Provide detailed and accurate reports as required by Resort Hotel Manager and Hotels General Manager.
- Escalate or communicate to Resort Hotel Manager all issues deemed fit or which cannot be resolved locally, or, which will have high customer/financial impact.
- Hold staff and management meetings on a weekly basis to review & improve performance, communicate minutes & actions to Resort Hotel Manager.
Supplier Management
- Carry out all supplier communication activity in line with company procedure (Local authorities, Government bodies etc.).
- Ensure suppliers have a full understanding of all product and service specifications in order to ensure effective delivery.
- Complete orders in line with company procedures to ensure correct stock levels are maintained.
Change Management
- Review services offered & obtain feedback from internal & external customers on an ongoing basis and contribute ideas for continued development.
Incident Management
- Manage all incidents in line with company procedures.
- Ensure all staff are adequately trained in local procedures.
- Anticipate potential problems/situations and act accordingly to create solutions.
- React in line with company procedure to any unexpected situations.
Key skills, knowledge, experience and competencies
- Good knowledge of the company processes/procedures.
- Knowledge of hotel environment.
- Knowledge of the Tourism industry.
- Experience in a hotel management role.
- Knowledge and understanding of sales strategies & business development.
- Customer Focus.
- Communication Skills.
- Accountability.
- Making decisions.
- Flexible and adaptable.
- Attention to detail.
- Motivated to succeed.
- Organisational skills.
Any additional relevant information
Some small hotels only have 1 manager and no supervisory team. These hotels require a 'hands-on' manager who can work well on their own initiative, whilst still motivating the team to deliver service standards.
Desirable
- Previous experience of working in a ski resort
- Second Language in either French or Italian
Hotel Manager - Ski - Italy application