Hostel Manager

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.

• 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.