Decriptif et guide du resort manager en anglais

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Food & Accommodation

Arrange a meeting with the property management company (and restaurants) Base Camp works with. Things regarding accommodation that are needed to be done before the course starts are:

- Classification of wear and tear (payment of damage deposit by Base Camp)

- You need to check for damp, that ovens are working, there is hot water, that beds are made, the properties are clean, and that they have the appropriate contents (including keys). This is most likely to be done on the day the course starts!

- Allocate rooms according to age, gender and special requests/upgrades.

- Lay out welcome packs, jackets, hoodies, lanyards and buy tea, milk, sugar, butter, bread and chocolate for each apartment.

Ski School

Arrange a meeting with the Ski School(s) and their representative who will be running the ski & snowboard programme. It is important to build a personable and friendly relationship with our partners. Things to make sure of:

- There is a clear communications structure between yourself and their representative, between the representative and the instructors, and for what happens in the unfortunate case of an accident.

- Arrangements for welcoming clients and for that first weekend are in place.

- Classes for the first week are organised according to the questionnaire clients filled out.

- You are both clear on the roles and responsibilities of running the course.

- The appropriate systems are in place (as described later in this guide) to manage the course efficiently and professionally between you.

- Where outside coaches or examiners are being brought in, the appropriate arrangements are made to welcome them to resort and that there is a smooth cross as they join the programme.

- You both understand the 11 week plan.

Base Camp/Internal

- Prepare thoroughly for welcoming the clients and the first week of the course (including touching base with the transfer company).

- Write a resort specific welcome pack to compliment the general one supplied by Base Camp.

- Make handouts for the first weekend to compliment the welcome pack, the first week and the full 11 weeks and stick them up on the appropriate notice boards.

- Arrange ski/snowboard tuning clinics, French Lessons (booking a room), social events, additional activities and away trips. Make 11 Week Plan including social events, additional activities and away trips.

- Make ID cards with emergency tel numbers.

- Familiarise yourself with video camera, computer and email facilities.

Equipment

An appropriate arrangement has been made with a local ski/snowboard shop for clients to test and purchase the right equipment. Please make sure the SD knows that instructors are expected to advise clients on equipment.

Ski Passes

Make sure all ski passes are collected and ready to be handed out (clients arriving early may have picked their up already).

BASI, BASP & AIARE (Europe only)

You have a copy of all trainers personal details, where they are staying and when they are expected to arrive.

[B] DURING THE COURSE

Ski & Snowboard Programme

- SD should give talk on week ahead every Sunday evening including announcing classes for the week ahead. (RM should have a meeting with SD before this to liaise over plan and classes).

- SD should be present at least twice each week at après ski rendez-vous.

- Clients should receive written feedback every Friday with instructors. (instructors need to keep notes or photocopy)

- Ensure smooth transition between course and exams (particularly Europe).

- Manuals are given out during the course at a time that the SD feels suitable so as not to overload clients with information that may confuse them.

Accommodation

- Damage to accommodation should be dealt with as soon as possible.

- Friends staying from outside resort: RM needs to know details if any friend is staying in accommodation. If staying for more than 2 nights there is a charge and if staying without permission this warrants a warning.

- The RM should liaise with/on behalf of the client for any complaints regarding the accommodation to the property management company.

- Clients and property management company should be clear of precisely what the cleaners roles should be.

- RM should check accommodation weekly (perhaps before Sunday evening meeting).

Communication Channels

Some clients like knowing well in advance, others are very last minute, some operate through word of mouth, others through notice boards and meetings: we need to cater to all of these medians for our clients. Info will be put on the notice board every Sunday before course meeting and where possible at least 2 days in advance.

- RM & SD: Meetings every Sunday evening where plan for next week is handed out.

- RM should meet instructors once a fortnight to touch base and discuss what clients are learning.

- RM should be available at a particular time & place after skiing each day to resolve any day to day issues. (SD should be here at least twice per week.)

- You are not expected to return calls unless it is an emergency.

- Each Sunday you should send back your weekly report to head office via email.

- Refer clients to the SD if appropriate to their enquiry.

- Monthly (Jan, Feb) meeting with each individual client to go see how the course is going for them.

Accident Procedure

Any