Assistant Operations Manager

At all times answers to the General Manager (GM) – the GM’s responsibilities are wide ranging as illustrated below. The role of Operations Manager (OM) envisages working closely with the GM lending support in managing staff and improving the guest experience. 

• To ensure that all Chardon Mountain Lodges (CML) chalets operate to 5 star standards, within budget and according to the CML company values.
• To help the GM to establish team requirements; set up recruitment programme; recruit staff and organise applicable administration for their employment. Operate in-resort training programme Overall staff management, motivation and training each month. Weekly chef, chalet manager and host meetings. Weekly chalet checks.
• To assist the GM with the HR role during their employment.
• To manage in-resort guest relations.
• To organise under the supervision of the GM resort set-up for each season – includes product, chalets, transport company and staff accommodation.
• To manage all properties with the help of GM – work with GM to prepare all developments, maintenance, improvements, equipment. 
• To manage all supplier relations to the benefit and development of CML.
• To organise resort close-down after each season – cleaning, storage, inventories, summer prep and vehicles.

Responsible to: General Manager and based in Val d’Isère, France and Edinburgh, Scotland and working at all times in conjunction with the GM

Skill Set

• Hands on staff selection, training and management experience.
• Extensive operational/logistical experience.
• Fluent English and French.
• Budgeting and accounting experience a bonus.
• Knowledge of 5 star service and dining.

Job role in detail

Recruitment

• Establish recruitment requirements – set up adverts, review applications, conduct phone interviews, interview days and apply for references accordingly.
• Set up and run interview days and any ‘cook demos’ as required.
• Ensure full team is in place for the start of the season and maintain complete staff levels throughout the season.  Limit turnover of staff during the season as far as possible. 
• Establish a ‘back up’ procedure for recruiting staff in case of emergency during the season.
• Encourage key staff members to return and develop.

Employment

• Complete all necessary paperwork and checks for employing the team.
• Keep up to date with employment regulations and implement any necessary updates in the process – checking with the specialist advisors we have in place.
• Referring to GM persistent ill-discipline. In conjunction with GM maintain a grievance system and offer support during the season, which is consistent across all roles.

Staff Training

• Establish a training programme under the guidance of the GM – plan and operate training to ensure all resort staff are prepared for their roles.
• Review manuals regularly and ensure they consistently reflect company values and effectively prepare the team for their individual roles.  This includes chalet bibles as well as staff manuals.  Ensure staff manuals are sent out ahead of arrival and everyone has studied them.
• Identify and complete any training during the season to ensure staff are supported and CML product is maintained.
• Operate a training programme for any staff joining during the season to ensure they are completely prepared for their role.

HR Administration

• Manage all HR administration as required (working with UK office administration support).  Prepare all information for Accounts Manager to organise payroll.
• Ensure all distribution and collection of company equipment is planned, registered and controlled - uniform, staff bedding, lift tickets, etc.
• Maintain a secure filing system of HR information.

Product Management

• Pre-season ordering as required.  Improvements to the CML product agreed and any planning and purchasing put into place as required.

• Ensure that the promises made by our sales staff are delivered in resort.
• Regularly check and report on how the chalets are running.  Regularly meet with guests alongside the GM and check that they are enjoying their holidays.
• Maintain and improve on all CML standards.
• Oversee the general upkeep of chalets (internal and external) including snow clearance.  Manage staff to ensure the chalets are maintained to the highest level.
• Check guest feedback and take information back to staff to motivate or improve standards accordingly.

Staff Management

• Ensure chalet operations run smoothly and according to plan.  Ensure staff are prepared for their role – accommodation, training, uniform, appearance, transport (if required) and all provisions for their role.

• Verify all staff arrive for work on time, with good appearance and prepared to deliver the CML service – this requires arriving at work with staff at least 3 times a week.
• Regular checks on staff and their morale. 
• Operate regular chalet checks to oversee cleanliness, stock, good practice, service and team-work.  Assess the delivery of the CML product.
• Complete disciplinary and grievance procedures as required – access to industry experts available.
• Maintain a high level of communication with all staff (schedule weekly meetings) and management through regular meetings (as defined by the Chardon meeting schedule) and conference calls. 
• Support staff – help them place orders and liaise with suppliers as required.
• Run a staff entertainments programme to maintain morale and establish a team atmosphere to improve the overall product delivery.

Property Management – working with Maintenance Manager (MM)

• Conduct regular property checks and maintenance routines alongside MM.
• Note and prioritise all maintenance and improvements required outside winter season with overall aim of developing CML properties.
• Implement improvements alongside GM and according to budget.
• Regular staff accommodation checks.

Resort Set-up and Ordering

• Establish order schedule in line with budget for approval.  Place orders accordingly to ensure all equipment and requirements are in place in a timely fashion.
• Under the guidance of the GM establish staff accommodation requirements and contract accordingly.
• Oversee all inter-season resort improvements, maintenance and general work in absence of General Manager.
• Organise the repair or replacement of faulty or damaged chalet equipment within budget constraints.
• Offer administrative support to other management and staff.  Ensure all orders are placed correctly; maintain supplier relations and payments are accurate and timely. 

Chalet Open/Close and Inventories

• Organise smooth and efficient opening up of all chalets in line with CML policies.
• Maintain complete inventories, topping up and making necessary pre-season orders accordingly with adherence to budgets.
• Organise and co-ordinate an efficient closing down of all chalets.
• Organise the repair or replacement of faulty or damaged chalet equipment within budget constraints.

Supplier Relations – Working With Accounts Manager (AM)

• Develop and maintain company profile in resort, especially Tourist Office and Mairie.
• Assist with research and acquisition of planning consents.
• Work with AM to identify suppliers in line with CML quality standards.  Set up contracts including commission considerations.
• Establish and maintain effective relationships with suppliers.
• Place advance orders or put order system in place to ensure smooth operations when opening resort.
• Ensure that a thorough cost-check of suppliers is completed before/at the start of each season to establish best purchasing practice. 
• Assist AM to record and collect all commissions regularly with an accurate end of season balance.
• Arrange and obtain lift passes for guests and staff.
• Manage mobile phone contracts with AM, including control of allocation and usage. 
• Prepare and order resort vehicle requirements within budget and for timely delivery.
• Work with AM to ensure all necessary paperwork is in place for Chardon Transfer Company (CTS) – including chauffeur paperwork.
• Work with Transport Manager to ensure the team are fully trained to operate the CTS during the season.

Accounts – Working With AM

• Work with AM to ensure all expenditure is according to budget. 
• Manage staff to ensure all chalet accounts and stocktakes are accurate – work with any chalet that is over budget to bring it back into line without damaging the CML product.

Any other reasonable request made by the General Manager and/or Directors.