Inghams Santa Break Representative
Location: Lapland (Ylläs or Levi) as stated on Fixed Term Contract of Employment. (November to 24 December)
Reports to: Resort Manager
Working as part of a team, your duties will be varied and challenging with no two days the same. Your role will be to provide the Inghams guests with the highest level of service and standards in line with our company values and to maintain our excellent reputation. This position requires stamina, patience and an empathy with excited children and demanding parents in what is considered to be a holiday experience of a life time. Guests have high expectations which need to be exceeded! A sense of fun and adventure with animation skills an advantage.
PRE-SEASON
Attend a pre-season briefing/training course.
Ensure you are familiar with all excursions and events within the Santa Break Programme.
Meet with local suppliers of accommodation, lift pass, ski school and equipment hire and confirm the arrangements for orders, purchasing and logistics.
Assist with the completion of Resort and Property information reports, brochure accuracy checks, and building work reports.
Create and update information books, and notice boards, in accordance with company guidelines.
Create and update Welcome Packs to supply to all Inghams guests in accordance with company guidelines.
COMPANY IMAGE
To promote a positive company image at all times by:
- Smart personal appearance and wearing uniform appropriately and correctly.
- Using Company promotional material effectively and maintain high standards of Information Books and Notice Boards.
- Inspire goodwill, co-operation, trust and mutual respect with hoteliers and suppliers.
- Demonstrate a positive attitude and company values whilst conducting company business.
- Adhering to company policies and procedures.
CUSTOMER SERVICE
To provide guests with expert advice, information and assistance at all times by:
- Regular property visits.
- Accompanying guests to and from the airport.
- Presentation of welcome meetings.
- Providing ski packs and events whether pre-booked or sold in resort that meets guests’ requirements, in an efficient and timely manner.
- Developing thorough knowledge of country and resort information.
- Accompanying and guide guests on events and to maintain involvement in guest activities, husky,reindeer rides, and visits to Santa.
- Participate in twice weekly Christmas Party arrangements.
- Ensuring that the guests receive all the components of the holiday they booked; ie travel arrangements, accommodation and optional extras.
- Handling any guest grievances and complaints effectively, whilst demonstrating courtesy, consideration and genuine kindness.
- Enhancing guests holiday by the sale of in resort optional extras such as excursions/events, evening events, maps guidebooks, and ski arrangements.
- To behave in a professional manner at all times and be an ambassador of the company values.
QUALITY CONTROL, HEALTH & SAFETY
Apart from our own high standards of quality and the obligation to supply services in accordance with the promises made in our brochure/website we are bound by law – the EC Directive to meet certain standards of operation.
- To have read, be familiar with, and follow company guidelines as set out in the Overseas Manual for the appropriate season.
- Be diligent in reporting any discrepancies within our brochure/website and variants in resort, with particular attention to withdrawal of services or building works.
TARGETS
- Distribute and collect Holiday Reviews from guests ensuring that the service level and return rate exceeds targets.
- Maximise sales and exceed targets set by effective promotion and marketing of in-resort extras such as excursions and evening events together with optional resort extras.
COMMUNICATION & WORKING RELATIONSHIPS
- To communicate with guests, colleagues, hoteliers and suppliers with clarity and good effect.
- To take additional responsibility as and when directed by the Resort Manager/Ops Office/Reps Department.
- To remain flexible at all times with regard to duties and working hours.
- To work as a valued member of a team and have empathy with your colleagues.
RESORT ADMINISTRATION
- Ensure that resort sales are accounted for weekly.
- To provide information, reports and accounts in an efficient and timely manner as required by the Ops Office and various departments in the UK Head Office.
- Ensure copies of all resort paper work and welcome packs are filed on the Overseas Rep Drive as instructed.
Please note this is a short season winter position ensuring that you return to UK for Christmas.
The above list of job duties is not exclusive or exhaustive and you will be required to undertake such tasks as may be reasonably be expected within the scope and grading of the post.