General Manager

As a General Manager, you will play a crucial role in creating a memorable guest experience. By embodying the company's core values and leading with passion, they will inspire and empower employees to deliver exceptional service. This role requires a strategic approach to managing the hostel's facilities, ensuring high standards of housekeeping, and overseeing maintenance projects. Additionally, the Hostel General Manager will be responsible for driving revenue growth by increasing accommodation bookings, optimizing occupancy rates, and preparing accurate financial projections. By tracking and analyzing sales performance, they will identify opportunities for improvement and implement effective strategies to enhance the hostel's overall success. Your core work activities will include: • Training and Management: Lead and develop a high-performing team, ensuring they are motivated, skilled, and aligned with the company's vision. • Customer Experience: Deliver exceptional customer service, maintain the Mad Monkey atmosphere, and address complaints promptly. • Operations: Oversee all aspects of hostel operations, including housekeeping, maintenance, and financial management. • Strategic Planning: Develop and implement strategies to improve efficiency, profitability, and guest satisfaction. Furthermore, you will be instrumental in building a strong foundation of character development within the organization by embodying Mad Monkey core values: Curiosity, Positivity, Courage, Sincerity, Family Spirit, and Diversity, Inclusion, and Sustainability. Your commitment to these values will contribute to creating a positive and inclusive work culture that promotes growth, innovation, and success. RESPONSIBILITIES: Staff Training and Management • Collaborate with the Regional HR Manager to identify and address staff training requirements. • Create clear task lists for each position and oversee their completion. • Foster a positive work environment and maintain high team morale. • Co-chair weekly meetings with functional teams, document discussions, and seek feedback from team members. • Conduct regular performance evaluations to assess employee performance and provide feedback. Sales and Marketing • Develop and execute promotional campaigns and events in partnership with the Marketing and Events department. • Establish relationships with tour operators to offer both in-house and external tours. • Resolve customer service issues promptly and effectively. Human Resources • Oversee the hiring process, including staff selection and salary negotiations. • Maintain accurate HR records for all team members. • Facilitate conflict resolution among staff members. • Implement bonus plans to reward exceptional performance. • Stay updated on employment laws and regulations within your region. Reception and Customer Service • Oversee the check-in and check-out processes. • Provide friendly and informative assistance to guests. • Offer local and regional information to guests. • Respond to internal and external communications. • Assist guests with transportation requests. • Address guest concerns promptly and professionally. • Maintain accurate reservation information and update bed allocations for online booking sites. Housekeeping • Ensure high standards of cleanliness throughout the hostel. • Conduct spot evaluations to assess cleanliness and compliance with standards. • Maintain cleanliness, health, safety, and overall property standards. • Ensure adherence to safety and sanitation regulations. • Organize and implement a rotating schedule for deep cleaning hostel areas. Maintenance • Ensure hostel facilities are in proper working order. • Respond to guest and staff feedback regarding broken or malfunctioning items. • Schedule and implement preventative maintenance. • Conduct routine inspections to identify and address facility issues. Purchasing and Inventory Control • Maintain positive relationships with vendors and suppliers. • Monitor inventory levels and place orders for products and supplies. • Research suppliers for the best pricing, deals, and product availability. Accounting and Budgeting • Collaborate with the COO, Founders and Finance to follow an operational budget. • Maintain accurate records of expenses and revenue. • Maintain a positive cash flow. Entertainment, Atmosphere, Activities • Maintain the desired "No Stress No Worries" atmosphere for guests. • Handle problematic guests professionally. • Organize and execute activities and special events in collaboration with Mad Monkey CERs. • Record event details, expenses, challenges, successes, and areas for improvement for future reference. Quality Control • Conduct regular audits to ensure quality standards are met. Health and Safety • Proactively support the company's health and safety program. • Ensure all team members understand their health and safety responsibilities as outlined in the company's Health and Safety Policy, and monitor compliance with its procedures. • Be aware of and comply with safe working practices as laid down in the Health and Safety Policy applicable to your workplace. This includes awareness of any specific hazards. • Report any building, plant, or equipment defects according to hostel procedures. • Ensure immediate reporting of any accidents involving team members, customers, or visitors according to established procedures. Promote awareness of these procedures across the division. • Attend mandatory fire and relevant health and safety training. • Be fully conversant with and abide by all fire and health and safety rules. Ensure effective management of these aspects across the operation. • Maintain thorough familiarity with all risk assessments for your departments, COSHH regulations, and fire/bomb procedures. • Ensure your team stays up-to-date and proactively manages their responsibilities in these areas. SKILLS AND QUALIFICATIONS: • Bachelor's degree in Business Administration, Hospitality Management, or a related field. • Previous experience in a hostel or similar environment is preferred. • Proven experience in general management and leading teams to high performance within the hospitality industry. • In-depth understanding of hospitality property marketing and revenue management. • Proficiency in Microsoft Office Suite and hospitality management software. • A passion for providing exceptional guest experiences and fostering a positive work environment. • Ability to collaborate effectively with colleagues across different departments. • Basic understanding of financial concepts and budgeting (financial acumen) • A willingness to take initiative and drive innovation. • Strong communication skills, both verbal and written. • Excellent interpersonal, and team management skills • Excellent problem-solving and decision-making skills. • Ability to work effectively under pressure, meet deadlines, and manage multiple priorities simultaneously • Positive and energetic personality with a strong work ethic • Knowledge of health and safety regulations • Customer service-oriented mindset • Flexibility to work on a shifting schedule, weekends, and holidays as required.

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