The secret life of a chalet manager

STAYING IN A WORLD-FAMOUS SKI CHALET IS ONE THING, BUT WHAT IS IT LIKE TO WORK IN ONE? CONSENSIO’S MARCUS HARRISON-EMPEY GIVES US THE INSIDER LOOK ON WHAT LIFE IS LIKE AS A CHALET MANAGER FOR ONE OF FRANCE’S GREATEST SKI CHALETS…

Istarted my career working in the world of hospitality on cruise liners. I was a hotel manager on five-star cruises for 20 years, and whilst I loved being at sea, I then decided to start looking for a change.

I had a member of staff on board with me who had worked previously in ski chalets and she suggested that I would be an ideal chalet manager. The next Christmas period on my ship’s tour had been cancelled, so I decided to give it everything I had and really immerse myself in the ski season world.

The job was everything I thought it would be and more! Working for Consensio, attention to detail was essential, and while it was a demanding role, it was greatly satisfying when the guests’ expectations were surpassed.

I was hooked, and have spent the last 10 years working as a chalet manager for Consensio, ever since its inception. Over the last decade I have worked in five Consensio chalets, but my favourite has to be its flagship chalet, Marco Polo.

I have managed Marco Polo since it was built in 2012 and am very proud to work in what has become the thrice-titled ‘France’s Best Ski Chalet’ at the World Ski Awards.

Off the bat, I quickly learnt to adapt and improvise at short notice, whether it be responding to friends of guests arriving for dinner without any notice or organising surprise engagement celebrations. While last-minute changes can be challenging, I take pride in providing a superior service and thrive for those moments when I discover a solution.

Change-over day is one of my favourites. Preparation of the chalet can seem somewhat chaotic from the outside looking in, but with a well-oiled team we work like clockwork to get our chalet perfect and ready for our next guests. It is the epitome of ‘teamwork makes the dream work’.

As chalet manager, I do the accounts and stock check while chalet staff start the deep clean – not a quick job!

Once the chalet is immaculate, with all the beds remade and rooms prepared, we then go around it room by room to triple check for any imperfections in the cleaning. We ensure that all towels, dressing gowns and hangers are hanging beautifully, plus do many other little checks, such as making sure every single light bulb works throughout.

My top tip for guests wanting to make the most of their stay would be to make good use of their chalet and concierge team. Every group has their own private Consensio concierge who can make all restaurant, ski guide and experience bookings and reservations before they arrive.

Your concierge also creates a fantastic manifest for me and my chalet team. The more information you provide them with, the better we can make your holiday.

Let them know your favourite cocktails and music and we will have the drinks made and ready for your arrival with a personalised playlist playing throughout the chalet – and this is just the tip of the service iceberg!

Throughout the week we make sure our guests have all the current information for the rest of their stay, such as when they can go husky sledging or do a torch-light descent, when the best markets are open, or where to go for the best après-ski. As a team, we have a wealth of knowledge on the resort – so use us!

I also love going that extra mile for our guests and creating unforgettable experiences for their friends and families.

My favourite ‘wow’ moment was when we organised a surprise themed birthday party from the film ‘Frozen’ for one of our guests’ children. We bought Frozen fancy-dress costumes for the kids and decorated the entire chalet with Frozen balloons and banners. The children especially loved eating their favourite party food from the Frozen-themed cups and plates we had laid out. I imagine they will remember that party forever – we certainly will. It was a lot of fun for everyone there!

No request is too much for a Consensio team. I remember

getting a request for an outdoor midnight BBQ party on New Year’s Eve. We were delighted to host such a different celebration to welcome in the new year – complete with fireworks, of course!

Over the years I have also hosted many a murder-mystery party – these are always great fun.

As much as I enjoy the mountains, and working in the best chalets in France, it’s the guests who always make the job so special. My favourite guests are those that come back year on year; I cannot name names, but one family in particular is just great and has the most adorable children who I love seeing grow older every year.

While working for Consensio, I have been given some spectacular gifts from guests, too. Alongside fantastic tips, I’ve also been given Dom Perignon vintage Champagne, a Ralph Lauren ski jacket, and many bottles of lovely wine to name but a few appreciative gifts. Our guests truly are the best!

During the summer months I run a boutique chambre d’hôte (private bed and breakfast) in the South of France. However, my heart will always be in Val d’Isère.

Everything in this incredible snow-sure resort is so accessible and flat with a great ambience.

It is my favourite resort by far and one I highly recommend to beginners and experienced skiers alike.

Ultimate Catered Chalet Marco Polo is situated in the heart of Val d’Isère, and comfortably sleeps 10 adults and four children over 1000m² of Alpine-chic living space. The expansive, open-plan living and dining areas open out onto a large balcony offering breathtaking panoramic views of the notorious, blackrated La Face piste. The incredible eco-friendly, chlorine-free pool in Chalet Marco Polo was designed by Christian Lacroix and is covered in gold leaf for that extra level of indulgence. Chalet Marco Polo also boasts a spa, a cheese and wine cave, a games and entertainment room, a fully equipped gym, and an interactive racing car game for up to eight players. Book Chalet Marco Polo online for your next luxury ski holiday. www.consensiochalets.co.uk