Concierge

Overview

This job description aims to outline, in general terms, the tasks that you are expected to perform on a regular basis and the skills and attitude we expect you to have – however the job description is not exhaustive. There may be other things that you are required to do; you need to be flexible and willing to adapt to whatever is needed to make sure that your guests have the best possible holiday and want to come back to Purple Ski and tell their friends about us.

Working in a chalet company means above all working as part of a team. Rigid demarcation of duties leads not only to boredom but also inflexibility to the needs of looking after our guests.

You will work hard – and also find time to snowboard/ski, socialise with the guests and with your friends in the resort.

Equally important as our guests, are our landlords and landladies. Each chalet must be looked after as if it is your own and kept immaculately clean and returned to the owners in an “as new” state at the end of the season.

PRINCIPAL DUTIES AND RESPONSIBILITIES

The Assistant Resort Manager has supervisory responsibility for all the Chalet Managers, Chalet Assistants and Chalet Assistant Drivers, plus supports in the supervision of the chefs as required and is responsible for providing whatever support is necessary to ensure the smooth running of all Purple Ski activities and to ensure that the Company's standards are maintained at all times reporting to the Resort Manger.

OTHER DUTIES: SUPERVISORY AND GENERAL

• Through unannounced inspections and also while working in chalets as relief chalet manager, ensures that day to day service standards relating to housekeeping, hygiene, health and safety, personal presentation are maintained in and around the chalets at all times (excluding vehicles but including kitchens, storerooms and also terraces, balconies and driveways), also ensuring that guest services and amenities are all provided to the required standard and specification. Ensures that appropriate and timely feedback is given to those concerned as required.
• Helps in the preparation of the weekly rota, assigning staff to chalets as required and helping ensure that workload is fairly attributed across the team.
• Determines and assigns tasks to staff for periods of reduced workload, e.g., relief staff if no babysitting /childcare is required.
• Supports the delivery of start of season training and leads in the delivery of ongoing training.
• Supports the formal review and performance appraisal (including bonus determination) of staff throughout the season and at the end of the season, also helping to organise staff events.
• Deals with first level staff disciplinary issues and grievances.
• Supports in the identification and recruitment of replacement staff during the season if necessary, also the training/induction of new starters
• Supports all activities associated with the opening and closing of all chalets and staff apartments as necessary
• Provides other assistance as requested by Resort/Operations Manger
• Participates in periodic management team meetings as required to review and improve operational performance.

SERVICE: GENERAL

• Creates a warm, friendly and welcoming atmosphere for all guests – including all children
• Is available to answer any questions, or resolve any problems that the guests may have, always aiming to do whatever they reasonably can to ensure that guests have the best possible skiing holiday, whether on or off the slopes. To enable this, is knowledgeable about the resort, its facilities, the Purple Ski website and the Staff Manual.
• Refers any complaints or significant issues to the Resort/Operations Manager
• Helps make birthdays and anniversaries special
• Ensures an effective handover to dedicated chalet team so that the standard of service is maintained
• On changeover days, helps clients arrange servicing and/or hire of ski equipment, also ski lessons etc as required
• Helps guests to use the personal laundry facilities as required
• Ensures that all guests are provided with welcome literature and emergency contact cards

SERVICE: HOUSEKEEPING

When required works in the assigned chalet in the morning and evening, taking the lead in running the chalet and ensuring that all guest requirements are met, also supporting other team members as required, ensuring that excellent standards of hygiene and cleanliness are maintained in/around the chalet at all times. As part of this, ensures that the following areas are cleaned and tidied daily as appropriate to role:

• Vacuums and/or mops floors/carpets in all rooms and corridors
• Refreshes sofa and other cushions
• Makes beds
• Tidies guests' bedrooms
• Cleans bathroom sanitary-ware and surfaces
• Cleans interior and exterior of windows as necessary
• Carries out bedroom turn-down service during evening dinner service/when guests are out to dinner
• Changes bath and hand towels mid-week if appropriate o Washes and irons “small” linen such as napkins, tablecloths, chef's whites, tea towels etc Washes up and polishes all glasses, crockery, cutlery and pans etc
• On changeover day, supports helps in the changeover cleaning and preparation of one chalet and supports the rest of the team as required.
• Supports the set up and closing down of chalets at the start and end of the season as required
• Ensures that all household equipment is maintained in the best possible condition; reports and arranges any repairs and replacements promptly to the Resort/Maintenance

SERVICE: MEAL/DRINKS/OTHER

• Helps the chef in the preparation of breakfast as required. Also serves, clears and washes up.
• Lays out and clears afternoon tea.
• Helps the chef in the preparation of menus, transfer picnics, children's high teas and dinner as required.
• Lays table for, serves and clears, dinner (including canapés etc.)
• Lays out and clears coffee and after-dinner drinks in evenings
• Stocks up the guests' bar/fridge (house wines, beer, soft drinks & mixers)
• Ensures that a bowl of fresh fruit is available to guests at all times
• Receives, arranges and maintains fresh flowers each week

PERSONAL

• Self-motivated. Takes the initiative. Resourceful. Can operate effectively with little direction.
• Sets and maintains extremely high standards for themselves and others in all aspects of their work. Takes pride in work. Conscientious and reliable.
• Honest, has integrity. Trustworthy
• Customer orientated – towards both external and internal customers
• Outgoing, sociable and hospitable. Communicates effectively with people from all backgrounds, whether guests, staff, or suppliers.
• Enthusiastic and energetic
• Calm under pressure
• Works effectively as part of a team
• Resilient (hours can be long and work physically demanding) and flexible in attitude and approach to hours worked
• Professional in manner and appearance at all times
• Highly organised. Can effectively manage and deliver results even in situations with several (sometimes conflicting!) priorities
• Good leadership and motivational skills, able to lead by example
• Good communication skills