Head of Customer Services

Head of Customer Services

Destinations: France and Austrian ski resorts

We’re actively seeking Resort Head of Customer Services to come work in our superb chalet hotels located in top European ski resorts. Whether you are looking for a short-term challenge or a career in the travel industry, Mark Warner offers a rewarding adventure and some fantastic opportunities.

You will influence the overall standard of customer service in the chalet hotel and ensure that all customer services and general staff extend the same level of service to all guests. You will display an enthusiastic and positive attitude, lead by example and inspire others by adopting a high profile and strongly felt presence throughout every department.

It’s not all work and no play though! You could learn a new sport, get out on the mountain or explore exciting new places with like-minded friends.

We’ve a strong management team that provides on-going support and training. There’s a development programme for career progression with the prospect to work year-round in one of our Mediterranean beach resorts during the summer months. Our winter programme operates from December through to April.

Main Responsibilities

  • Support the chalet hotel manager as part of the Heads of Department (HOD) team
  • Manage and support your team with day to day responsibility
  • To support and liaise regularly and as necessary with head office Customer Services
  • To have a high profile within the chalet hotel and regular, positive contact with guests
  • Ensure guests expectations are being met at all times
  • Promote and encourage a positive ‘can do’ attitude amongst HOD’s and general staff
  • Escalate issues notified by guests to the hotel manager at the earliest opportunity
  • Ensure all internal administration is dealt with promptly and efficiently such as Guest Comment Forms, illness/accident reports and logs, lost property forms, insurance enquiries
  • Provide translation services where required
  • Assist and support the chalet hotel manager with staff rotas, head office reports and guest illness/accident or any other health and safety matter
  • To liaise with head office sales, after sales and marketing departments in the promotion and sale in resort of Mark Warner holidays
  • Set up and maintain accurate and up to date notice boards and other guest
  • To manage all flight and hotel room manifests
  • To support and participate the customer services team with airport transfers and ensure guests are dealt with professionally at all times by all staff involved in the transfer process
  • Participate in social activities, evening entertainments and public relations opportunities
  • To carry out the Duty Manager role as requested by the chalet hotel manager

Abilities and Skills

  • Hard working
  • Present a ‘can do’ attitude
  • Exemplary Customer Service skills
  • Effective leadership skills
  • Ability to carry out tasks efficiently
  • Staff development
  • Calm demeanour

Essential Requirements

  • Excellent communication skills
  • Previous experience of one of our resorts desired but not essential
  • Advanced Skier or Boarder
  • UK/EU Passport holder
  • UK National Insurance Number
  • UK bank account
  • Fluency in the native language of the country of operation (French, German, Italian) is desirable but not essential

Package and Benefits

  • Return travel to/from UK
  • Medical insurance
  • Comfortable accommodation
  • All meals
  • Discounted drinks and beauty treatments (dependent on resort)
  • Lift pass, ski equipment hire and discounted lessons for beginners
  • Smart uniform
  • Holiday concessions for friends and family
  • A competitive salary
  • Comprehensive training
  • Opportunity to work year-round
  • Management development


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