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General Manager
2 weeks ago
Main duties and responsibilities:
The Hostel General Manager will have a strategic and creative approach to ensuring the best possible guest and team member experience. They will be an ambassador of the brand, exemplify the company's core values, lead with passion and in a way that empowers team members to optimize performance across all departments.
They will oversee the management of the hostel's facilities, being accountable for high standards of housekeeping and for project managing maintenance works. They will also be responsible for growing accommodation bookings, optimizing occupancy, including preparing financial projections, and monitoring and reporting on sales performance.
Training & Management: To be responsible for all aspects of running the hostel. This includes oversight of the food and beverage, customer experience, front of house, housekeeping, and maintenance of the hostel. Responsible for a team up to 50 team members. Leading from the front, and by example, you will be able to effectively motivate a team whilst creating a shared vision of success that can be delivered upon. You will work effectively to identify and resolve the root causes of problems that are impacting the business and lead from the front to quickly resolve problems as they occur by bringing the level of gravitas and maturity to the role expected of a business leader.
You will be required to manage the team through empowerment and coaching to develop their personal skills and motivation so they are excited to come to work every day. This includes helping overcome personal challenges and helping team members effectively manage conflicts and complaints, whilst installing a passion for self development and improvement in line with Mad Monkey’s Core Values.
People and Human Resources: Working with the team and with the support of the HR function, you will be responsible for managing all aspects of your team. This includes scheduling training delivery, ensuring HRM systems are updated, following company HR procedures, disciplinary procedures, and maintaining accurate employment and performance records for each team member (including conducting weekly team meetings and regular performance reviews with your team). You will be required to have excellent decision making skills in the selection of new team members and to be well informed about staff tenure and salary.
Customer Service and Entertainment: Responsible for communicating and justifying planned improvements for the hostel, including customer service improvements, process improvements, and maintenance work. You will be responsible for providing feedback and resolutions to the Marketing Team on customer service issues and providing improvements to the Regional Operations Director/Manager.
Keep up to date with customer experience trends, take note of customer suggestions, maintain the “Mad Monkey” culture. Ensure the smooth running of events and entertainment, engage and talk with customers to deliver excellent service whilst you solve complaints swiftly and in a fair manner, and ensure the highest possible levels of customer service and care across the board.
Financial Oversight: You will effectively control the payroll, accounting procedures, check for errors, uphold efficient purchasing and inventory levels, and manage budgeting plans. You will have a working understanding of mathematics and basic accounting principles.
Maintenance and Quality Control: Perform daily property checks that include team, service, surroundings, and safety and monitor quality control of all departments whilst acting swiftly to correct any malfunctions by implementing lasting improvements to day-to-day processes and operations.
Training and Management
- Train the team using Mad Monkey’s training materials, SOPs and policies
- Create specific task lists for each position and manage delivery through KPIs
- Ensure team morale and motivation
- Request feedback and ideas from each team member
- Conduct performance evaluations
Sales and Marketing
- Create promotions and events alongside Mad Monkey’s Events department
- Liaise with tour operators to establish tours both in-house and external
- Resolve customer service feedback issues
Human Resources
- Team member recruitment
- Assist with the maintenance of accurate HR data records for all team members
- Facilitate conflict resolution between team members
- Implement bonus plans for performance of team members and management
- Keep up to date on employment laws
- Support disciplinary and grievance situations
Food and Beverage
- Ensure all Food and Beverage offerings are costed out and appropriate margins known
- Ensure Food and Beverage events and promotions are visible and appropriately marketed
- Ensure stock control is monitored and audited
Reception and Customer Service
- Oversight of check-in and check-out procedures
- Friendly interaction with Mad Monkey guests
- Provide local and regional information
- Respond to internal
