Job overview

As Hostel Manager you will be responsible for overseeing delivery of day-to-day running of the Hostel; delivering exceptional customer services which exceed expectations, ensuring appropriate staffing and resourcing for conferences, events and holiday bookings, fire/health and safety cover and recruiting and managing seasonal workers, placements and interns.

In managing the Hostel, you will oversee a high-quality housekeeping service alongside project managing maintenance works. You will also be responsible for growing accommodation bookings and optimizing occupancy including preparing future financial projections and monitoring and reporting on sales performance. You will report directly to the Area Sales Manager.

Main responsibilities

Customer service and front of the house:
• Oversee the guest welcome, from enquiry to checkout, to deliver exceptional customer service at all times.
• Manage online booking systems including optimizing bed spaces and gauging availability.
• Proactively review and respond to customer feedback online and in person.
• Periodically be ‘on call’ to cover emergency out-of-hours call outs.
• Identify areas for improvement to the overall products and service within the Hostel and wider promotion of the Hostel, activities and holidays delivered from the Hostel.

Operational management:
• Manage, develop and mentor all Hostel staff and volunteers emphasizing excellent customer service and ensuring high standards of cleanliness are maintained throughout the Hostel.
• Plan weekly schedules to ensure sufficient cover for bookings including additional demands for group and event bookings or activity holidays and to facilitate staff leave and training.
• Co-ordinate event, group and activity bookings, working closely with the team, including effective implementation and delivery of services such as the provision of staff, catering and other resources.
• Undertake a regular assessment of occupancy and sales performance and support preparation of future projections and targets for onward reporting and forward planning.
• Take all reasonable steps to ensure the Health and Safety of staff, guests and visitors on site, ensuring compliance with relevant policies, procedures and legislation.
• Liaise regularly with the Head of Finance and Administration and the Communications and Marketing Manager to further business development and seek support where required.

Facilities management:
• Ensure effective and efficient running of the Hostel and that all systems, facilities and procedures are in place to comply with legislation and lease provisions, including health & safety requirements and maintenance.
• Oversee ordering of supplies; manage supplier relationships, ensuring good value for money in accordance with Venture Trust’s financial procedures.
• Ensure the building, fixtures and fittings remain to the highest possible standard and project manage maintenance activities effectively to enable works to be completed on time and on budget.

Skills and experience

• Experience of providing high-quality customer service, preferably in managing a hostel, outdoor Centre or hotel.
• Line management experience with a sound track record in recruiting, developing and mentoring staff and volunteers.
• Able to collate and interpret financial and performance data to drive business growth.
• Track record in management and delivery of food and beverage provision.
• Demonstrate a good understanding of the hospitality industry and current tourist industry standards.
• Excellent administration skills and attention to detail.
• Ability to plan, organize and co-ordinate, working to tight deadlines using own initiative.
• Good written and oral communication skills.
• Knowledge of Microsoft Office, particularly Word and Excel.

Desirable:
• Knowledge of the youth hosteling sector, adventure tourism and travel industry.
• Knowledge of Health and Safety and food hygiene law and procedures.
• Project management experience including preparation of specifications and budgets.

Personal qualities:
• Proactive.
• Team player.
• Flexible, and willing to work in the fast-paced and constantly changing environment
• Conscientious and responsible.
• Support and enthuse others and maintain a professional image.