As a Hostel Manager, you will play a pivotal role in ensuring the best possible guest experience through a strategic and creative approach. Serving as an ambassador for our brand, you will embody our company's core values while leading with passion and empowerment to optimize team performance across all departments. Your responsibilities will encompass growing accommodation bookings and optimizing occupancy, including preparing financial projections and monitoring sales performance. You will be responsible for overseeing all aspects of hostel operations, including training and management, sales and marketing, human resources, reception and customer service, and housekeeping, as well as fostering strong internal and external relationships.
Overall, your role as a Hostel Manager will be integral to upholding the standards of our brand and ensuring exceptional guest experiences while driving business growth and fostering a positive work environment.
RESPONSIBILITIES:
Training and Management
Employ Mad Monkey's Training Manuals effectively to ensure comprehensive team training.
Develop meticulously tailored task lists for each role and oversee their execution.
Cultivate a supportive team environment, fostering morale and motivation.
Regularly elicit feedback and ideas from team members to enhance operations.
Conduct thorough performance evaluations to maintain high standards.
Sales and Marketing
Collaborate closely with Mad Monkey's Events department to conceptualize and execute compelling promotions and events.
Facilitate the establishment of both in-house and external tours through strategic coordination with tour operators.
Address and swiftly resolve customer service feedback issues to uphold satisfaction levels.
Human Resources
Conduct meticulous team member selection processes to ensure a qualified workforce.
Effectively manage salary negotiations and the issuance of work contracts.
Maintain accurate and up-to-date HR records for all team members.
Skillfully mediate conflicts among team members to foster a harmonious work environment.
Implement performance-based bonus plans to incentivize both staff and management.
Stay informed and compliant with evolving employment laws.
Provide adept support in navigating disciplinary and grievance situations.
Reception and Customer Service
Supervise and optimize check-in and check-out procedures for seamless guest experiences.
Interact warmly and informatively with Mad Monkey guests, providing local insights and assistance.
Manage internal and external communications efficiently to ensure smooth operations.
Assist guests with transportation requests, enhancing their overall stay.
Promptly address and meticulously document guest concerns to ensure swift resolution.
Maintain precise reservation information and update bed allocations in accordance with company policy.
Housekeeping
Uphold rigorous standards of cleanliness across all facets of operations.
Conduct thorough periodic evaluations to uphold quality standards.
Ensure compliance with health, safety, and property standards, exceeding regulatory requirements.
Develop and execute a strategic rotating schedule for comprehensive deep cleaning initiatives.
Internal Working Relationships:
Provide comprehensive day-to-day management and reporting to the Regional Operations Manager.
Collaborate closely with the Regional Operations Manager and General Manager to optimize hostel performance and drive continuous improvements.
Provide proactive leadership and mentorship, emphasizing problem-solving and setting a high standard of excellence.
External Working Relationships:
Engage directly with customers to exceed expectations and swiftly address any service issues.
Coordinate effectively with suppliers to manage costs, procure quality services, and enhance customer experiences through well-structured tour and secondary service contracts.
SKILLS AND QUALIFICATIONS:
Strong leadership and management abilities, with a proven track record of motivating and developing teams.
Good communication and interpersonal skills for effective collaboration and customer interaction.
Sound organizational skills and attention to detail to oversee multiple tasks and responsibilities efficiently.
Proficiency in conflict resolution and problem-solving to address issues promptly and effectively.
Knowledge of relevant HR laws and regulations to ensure compliance and fair practices.
Prior experience in hospitality or related industries preferred, with a demonstrated understanding of customer service excellence.
Familiarity with sales and marketing principles to contribute to promotional strategies and customer engagement initiatives.
Ability to adapt to a dynamic work environment and thrive in a fast-paced, customer-centric setting.
High level of integrity and professionalism to represent the company positively in all interactions.
