NEILSON MOUNTAIN EXPERT REP (NME)
Job Title:
Neilson Mountain Expert Rep (NME)
Location:
European Ski Resorts
Department:
Neilson Winters
Dates:
December – April
Reports to:
Supervisor/Area Manager
Salary:
Accom, flights, food, lift pass + great overall package. Salary varies depending on the country in which you are placed.
Job Role Summary:
Working for Neilson is more than a job; it’s a lifestyle! Spend the winter season in one of our beautiful European ski resorts, where it’s all about sharing your passion for the activities you love. You’ll be working hard, but the work is fun, and there’s always plenty of time to play!
You will be the face of Neilson around the resort. You’ll always be happy to help, able to remain calm under pressure and to keep smiling whenever the going gets tough.
Generally, your day will be structured around guest visits, organisation, time planning and completion of company paperwork.
All of this will ensure the operation’s smooth running and that your guests have everything they need for the perfect holiday.
You will be expected to maintain regular contact with our guests, albeit at the airport, in a hotel, a ski school meeting place or up on the mountain.
You will sell and promote lift passes, equipment, tuition, and various events for your guests to enjoy.
You will have various administration tasks to complete within a required timeframe, ranging from financial accounts, company paperwork and general administrative tasks preparing for your guest’s arrival in the resort.
You will be able to remain professional when dealing with any unexpected medical emergencies, which, unfortunately, in this environment, can be commonplace. All guest issues should always be resolved & handled promptly and effectively.
This job’s sheer variety and unpredictability calls for great personal strengths and qualities; therefore, we are particularly interested in people who have had previous experience working as a holiday representative to step into this highly rewarding role.
You will design, promote, and actively participate in the NME programme in your hotel. You will work closely with our chosen local ski school to ensure that customer needs are met throughout all guiding sessions and that exceptional customer service is always provided.
In addition to your NME duties, you will also assist the hotel team as required by your line manager.
We always seek friendly, energetic and approachable individuals to join our fantastic team! People who can easily build rapport and give our guests confidence that every element of their holiday is being delivered by people who care.
- Ensure that the best possible ski holiday experience is delivered to all guests.
- Acquire and continuously improve your knowledge of the resort and local ski area
- To monitor CSQs (customer service questionnaires) and feedback to suppliers in order to improve service
- Meet, greet and accompany guests to and from the airport
- You’ll provide useful assistance and advice to our guests
- You will sell and promote various ski pack items to our guests in order to provide an excellent service and meet any set targets
- Stay in regular contact with customers
- Wherever possible, you will endeavour to resolve all guest issues in the resort in order to minimise UK complaints
- You’ll set, monitor, and achieve all company targets for yourself and your team including ski pack sales, customer service, problem resolution, and any other relevant metrics
- Support, motivate and encourage all team members
- Always be prepared to get your hands dirty and assist the team whenever required
- You will correctly report, record and account for all company monies via the Neilson financial reporting system
- Demonstrate excellent overall knowledge of the Neilson product and pro-actively cross-sell our holidays to all guests
- Establish good working relationships with resort suppliers and maintain a robust and positive company image
- In conjunction with your locally selected ski school, you will oversee the in-resort Neilson Mountain Experts (NME) guiding programme and coaching sessions (for NMC properties). You will ensure that these will accurately reflect the customer’s needs and provide exceptional customer service in line with company standards/procedures
- Design a weekly programme and liaise with both the hotel manager and the ski school to cover how the programme will be delivered every week, always taking into consideration the customer needs and local weather conditions
- You will organise all sessions to achieve maximum take-up against your set targets
- You’ll meet with all customers in your hotel and present the Neilson Mountain Expert programme during the show brief + one to one basis if necessary, to promote all the benefits of this fantastic product
- You’ll continually liaise with colleagues to adapt the programme whenever necessary, to ensure all customers have the opportunity to join you
- You’ll meet guests at the start of each guiding or coaching session and accompany a minimum of 3 sessions a week on the mountain ensuring a high level of customer service
- You’ll ensure that all reporting deadlines for Mountain Experts attendance figures are met at all times
- You’ll ensure that all promotional materials in our Mountain Collection properties are up to date, of a suitable quality that is in line with brand standards, and relevant to attract the target uptake
- Advanced level skier or snowboarder
- Attentive, outgoing, friendly, and assertive in verbal communication
- Approachable, welcoming, professional, and enthusiastic
- Professional attitude and highly motivated
- Organised and punctual
- Excellent planning and organisational skills
- Previous representative experience essential
- Prior customer service, problem-solving and sales experience essential
- Numerical aptitude and experience of working with cash/cash balance/accounts.
- Excellent communication and public speaking skills
- Self-motivated and flexible
- Able to work under pressure and unsociable hours.
- Ready to use your initiative and follow written and verbal instructions.
- Language skills preferred but not essential.
- Approachable, patient, professional and enthusiastic
- Particular enthusiasm for the mountain environment, skiing and snowboarding
- Highly motivated
- Organised and punctual
- Clean and tidy appearance
Without a doubt, the best job I’ve ever had!
It’s a dream job! I get paid to go skiing, and show people around this amazing playground!
