Concierge & Resort Representative

Resort: Morzine

We are looking for two experienced customer services professionals to support in all areas of the Concierge process throughout the upcoming winter season. The ideal candidate will be an energetic and proactive all-rounder in search of their next challenge. Please note, candidates for this position must be available to commence work on a part-time basis from the start of October 2024 to ensure sufficient training prior to the start of the season.

Our Concierge & Resort Representative team will support our Travel Experience Manager in proactively planning client itineraries and being the key point of contact for clients both prior to their arrival and throughout their stay in resort. You will therefore need to be passionate about travel and skiing/snowboarding and have a good knowledge and understanding of the luxury ski industry.

In the pre-arrival stage of the process, this will include (but is by no means limited to) arranging airport transfers, lift passes, ski hire, ski lessons, childcare, restaurant reservations, understanding any dietary requirements, room configurations for the chalet… and so on. You will prepare final travel itineraries to send to clients prior to their arrival and will arrange to meet clients in person on arrival to check them in and answer any questions they may have. Essentially, you will be their key point of contact to ensure that they have a great client experience and to resolve any issues swiftly and efficiently.

This is a varied and exciting role where you will have the opportunity to speak to a range of different clients and support across the business - no two days will be the same! We are a small and dynamic team, and what brings us together is our passion for the mountains and the incredible chalets we operate. We are split across our head office in Bath, UK, and our office in Morzine, France. As such, you will need to be an autonomous worker and able to manage your time effectively, whilst also keeping a high level of communication with the team, regardless of location.

Main Responsibilities

• Be a key point of contact for all clients in the run-up to their stay with us.
• Proactively contact clients via phone and email to kick off the itinerary planning process; consequently you will need to keep in regular contact with them to plan any arrangements as required.
• Anticipate clients’ needs and deliver personalised and tailored advice on activities, suppliers, restaurants and general resort information.
• Put together final travel itineraries to send to clients in preparation for their trips.
• Be a key liaison between our clients and our resort team, ensuring that requests / information get passed onto the relevant chalet teams swiftly and efficiently, so excellent communication and teamwork skills are paramount

Skills & Experience

• EU passport and/or the right to live and work in France
• Previous experience of working a winter season is essential
• Excellent communication skills - fluency in English is essential; French is advantageous but not essential
• Excellent organisation and administration skills, including strong IT and CRM skills (knowledge of Chalet Manager system is advantageous)
• Warm, friendly and confident manner with the ability to keep calm under pressure
• Strong time management skills and the ability to work to deadlines
• Strong customer service, relationship and rapport-building skills with experience of dealing with international and UHNW clients of different backgrounds
• Attention to detail and problem-solving skills
• Proactive and energetic approach with a positive attitude; comfortable speaking with clients on the phone (not just via email) and proactively chasing for outstanding information where needed

Benefits

• French Contract with 2 full days off each week (weekend work required)
• Excellent pre-arranged seasonal accommodation (private room allocation - optional)
• Flexible working environment with lovely office in The Hive in Morzine
• Seasonal lift pass loan scheme and winter equipment hire (e.g skis and boots)
• Comprehensive training programme with an initial training period based at our head office in Bath, UK
• Ongoing professional development opportunities