How to build a resilient and self-reliant team in a short space of time.

Think of a team of ski chalet seasonnaires and you might imagine a band of lazy privileged Geraldine's looking for ways to drink hard, ski long, snog fast and find as many short cuts as possible when it comes to cleaning and guest service.

So why would I suggest seasonnaires are the best example of resilient and self-reliant teams there are? Because when they get it right they create memory making magic. A warm fun welcome, seamless service from before breakfast to well beyond the after dinner petits fours have been served, sparklingly clean chalets, service extra's from birthday cakes, kids games, romantic dinners and an encyclopaedic knowledge of the resort, weather conditions, recommendations and routes that ensure guests have the most exceptional time every day.

Every season in the mountains, unlike many holiday companies and seaside resorts, ski chalet companies hire a fresh team. They rely on remote interviews and days, not weeks, to train a usually young workforce, motivate them and get them 'guest ready' to work 11 hours a day, 6 day week. The ultimate perk, of course, are the slopes they can hit every day but the work is hard, repetitive, physically and emotionally demanding and a 6 month season can feel an eternity.

The key to success is what happens before the season begins. Get the recruitment and training right and you'll have a team of the most hard working, hospitable and charming group of young people whose attention to detail and service standards ensure you get rave reviews and repeat customers year on year.

I’ve been working pre season with a successful high end chalet company in Meribel since 2017, in our training customer service comes first and is everything! My job is to step in to be the outside voice, to prepare managers practically and psychologically to become leaders. We work hard and fast to gear up a team to offer a characterful personal experience to all their guests. They have to be sensitive to different groups each week, flex to individual needs in a personable, presentable and characterful way. 

We work through everything that will be asked of them to ensure they are putting their best performance in from day one.  Their role requires a range of skills: Staff and performance management  - company reputation management  - guest relations – tourist information – organisation and logistics. 

My training is not just about practical protocol – although I helped craft the training books, but about developing resilience, increasing productivity when there are challenges and becoming autonomous. We work through expectations, fears and ambition to tap in to their energy, drive and character.

If you need to attract and gear up your team to work in a different way, with new challenges and different operational protocols, I can help. 

I’ll be the objective eye, the voice of authority and a strong supporter of you and all you are going through to get back to business. Don't take my word for it...

 "A big thank you, it’s always good to have a fresh pair of eyes and ears. The sessions with you really helped to bring them together as a team. Once again you made them feel comfortable and confident so that they were able to express their ideas and concerns without feeling self-conscious. We look forward to your winning formula to get them motivated and on track for the season ahead. Julia D’Armenia, Director of Ski Basics 

“One phrase that got really stuck in my head from your training is that we were hired as managers so we can deal with daily issues. Before the training I would ring them with every problem I have, but now I am always trying to think for myself first, solve the issue and only if I really cannot then, ring them. I’ve built in systems for checks and measures without any stress. Honestly a lesson for the whole Life. I think I’m struggling to express how 1 sentence that came out of your mouth has changed my whole attitude towards the whole season. I’m really grateful for the training we had with you ????” Lee, Chalet Staff Manager 2019