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Resort Operations Manager

At A Glance


Company Overview

Crystal Ski is part of the TUI Specialist & Activity sector which is the most diverse and unique collection of travel businesses in the world, with over 110 brands stretching from the USA and Canada, across Europe and out to Australia and New Zealand. As part of TUI Travel Plc, the worlds largest travel organisation, our employees have the opportunity for year round employment overseas or in the UK.

Role Overview

The primary purpose of this role is to ensure all Crystal, Thomson and First Choice ski customers are provided with an outstanding holiday experience. It is a broad senior management role that involves strategic and hands on leadership to ensure the delivery of great service at every stage of the customer’s journey. 



What You'll Be Doing



• To demonstrate sound commercial awareness and maximise all revenue streams

• To adapt our overseas commercial approach based on current market forces throughout the programme. 

• To identify and maximise all potential revenue generation opportunities in line with current customer and business needs

• To ensure resort teams are trained, monitored and managed to complete resort accounts processes in a complete, accurate and timely manner.

• To analyse all resort based income, expenditure and financial results ensuring that the financial targets are achieved or exceeded.

• To drive forward financial performance through the research, implementation and sharing of new initiatives and best practise across the whole programme. 

• To provide ideas and solutions where necessary to resolve any difficulties that arise in hitting targets. 

• To initiate a more dynamic and timely approach to our product, sales and service offering in areas and at times where we perform with high margins.

• To provide the product department with complete, accurate and timely information to ensure margins are maximised.

• To strategically manage communication regarding in resort payments including in resort compensation and supplier reclaims to ensure quality issues are responded to in a cost efficient manner.

• To analyse and review expenditure and pre-empt and justify changes to resort structure or strategy during budgeting periods.
• To review the cost/quality balance of the operation on a regular basis across all departments.

• To reward and recognise exceptional performance against expenditure targets.

• To recognise areas of excessive expenditure and ensure necessary and appropriate training, development and education in best practise is effectively implemented

• To support the General Manager in creation, presentation and implementation of a realistic, achievable and effective operational budget across Resort Operations and properties. 

• Ensure financial systems which are operational in resort are robust and efficient and provide us with a solid process that protects both our staff and the integrity of our finances in resort and the accuracy of our reporting.

• To lead and manage an integrated overseas service delivery team of people to ensure maximum synergy for TUI Travel plc

Customer Focus

• To deliver outstanding customer service

• To monitor, manage and continually adapt the overseas service delivery model, improving product quality and standards within all aspects of the holiday experience 

• To have a proactive presence in resorts to ensure excellent levels of customer service are achieved, Customer Satisfaction Questionnaire targets are exceeded and complaints and compensation payments are minimised.

• To lead an approach where problems are pre-empted and resolved in resort in a consistent, timely and cost sensitive fashion. 

• To ensure feedback to suppliers/3rd parties is accurate and timely and that this drives positive action.

• To proactively provide resort specific supplier information to influence future purchasing decisions.

• To manage, control and develop resort specific supplier systems to ensure optimum service and cost efficiency.

• To operate a programme that provides a safe environment for both internal and external customers. 

• To ensure due diligence from Day 1 through ensuring complete, accurate and timely submission and recording of all health and safety, errata, building work and brochure editorial documentation

• To review current operational systems in resort and their effectiveness, produce ideas for changes and ensure their implementation.

• To identify and collate new product service related initiatives and drive the implementation of these forward through communication with the product department and other business teams

• To facilitate excellent service through creating, promoting and maintaining effective working relations with all with UK and Overseas operational departments to ensure the smooth running of overseas operation

• To take a lead in the in-country management of incidents

People Management

• To lead a positive and professional team.

• To ensure the recruitment and placement process is followed in line with budgeted staffing levels.  Retain an interest in all of the members of staff from start to completion.

• To provide resort and skills profiles, assessment tools and local knowledge to support the recruitment campaign on an ongoing basis and ensure overseas operational needs are met.

• To discuss, review, coordinate and communicate management placements in an effective and timely manner. 

• To provide a consistent point of contact for, and communicate regularly with returning management. 

• To be actively involved in the recruitment, training, management, motivation, development and retention of a positive and professional overseas team.

• To coordinate the creation and implementation of pre season training course content to ensure all staff confident and competent in delivery of key objectives.

• To ensure consistently excellent delivery of training delivery through effective, timely allocation of management resources to departmental training.

• To assist the GM in design and implementation of relevant senior management training.

• To facilitate and guide the consistent, fair and effective management of performance across the programme and business

• To set up and conduct a performance review system to ensure business objectives are met and staff re aware of objectives and perform to their full potential.  

• To implement appropriate action to improve the “employee experience” alongside business initiatives.

• To provide coaching, guidance, motivation, development and support to the country management team in order to achieve objectives and high retention of staff.

• To identify talent take a proactive approach to staff development to ensure a succession planning process is active throughout the programme.

• Ensure cross business communication is delivered to all overseas employees in a timely manner



What We're Looking For

• Minimum of 5 years management experience within the travel industry – including that of a large staffing resource
• A thorough grounding in all aspects of tour operating and overseas operations 
• Ability to demonstrate and encourage strong teamwork across departments
• Adaptable and with an ability to think (and act) outside the box, proposing different ideas and concepts to those previously used/entertained
• Team player who can motivate their peers to work together to exceed targets
• Strong commercial skills – including the ability to formulate, manage and execute a business plan
• Ability to comprehend and use financial information and to demonstrate experience in delivering financial performance to a budget
• Some language is essential
• Exceptional understanding of, and commitment to, formidable guest service, with the ability to lead such an approach in parallel with commercial success
• Excellent communicator with strong leadership and motivational qualities
• People Management skills & experience including performance management, training, succession planning
• Ability to work under pressure
• Ability to make quick, balanced decisions, taking in to account all aspects

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Job Details

Job Id:
Full time
1000GBP - 2000GBP per month
Please, France
Working Hours:
6x Days /week
No. of Positions:
Full Accommodation offered in Resort
Visa information:
You must be an E.U. Resident to apply for this position.

Employer details

Name: Snow Skool
Number: +86 (0)20-37303381
Address: London, UK
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