Assistant Manager

The Hostel Deputy Manager will assist the Hostel General Manager to ensure the best possible guest and team member experience. They will act within the guidelines of the company's core values, lead with passion and in a way that motivates team members to perform well across all departments. Overseeing the management of the hostels facilities, being accountable for high standards of housekeeping and monitoring and reporting on sales performance.
Staff Training and Management
• Train the staff according to company policy and procedures
• Supervise employee/customer relations and interactions
• Motivate the team and maintain positive work environment for all members
• Request feedback and ideas from each team member
• Monitor attitudes, abilities and progress of staff
• Provide any recommendations on any corrective actions to the General Manager
Sales and Marketing
• Monitor the flyers, website, posters, ect to make sure all information is relevant and up to date
• Creating and advertising promotions (happy hour, tours, etc)
• Communicate with tour operators for sales contracts
• Communicate with bus operators for sales contracts
• Research suppliers for the best prices, deals and quality of service
• Growing hostel sales through developing group booking contacts and contracts
Human Resources
• Staff selection (interview process)
• Implement bonus plans for performance of staff and management
• Keep up to date on employment laws
• Cooperating with HR team to manage effectively
• Build strong relationships with team members, team leaders and management for maximum operating effectiveness
• Being approachable for staff to confide into help avoid and solve any unnecessary internal issues or conflicts
Reception and Customer Service
• Conduct check-in and checkout procedures
• Interact with guests
• Stay up to date with local attractions and events
• Respond to emails or messages
• Record and respond to guest concerns / complaints
• Manage the reception team for smooth operation
• Manage cloudbeds and ota's (booking/hostelworld)
• Manage the cashflow reports and report any irregularities
Sunset Bar
• Interact with guests
• Cooperate with team for smooth operations of bar and kitchen
• Maintain the quality of food and drinks
• Manage guests concerns or complaints
Public Relations and Industry Relations
• Maintain customer contact lists (whatsapp)
• Regularly update social media sites
• Up to date with local tourism industry
• Organize local community outreach and volunteer activities for staff and guests in line with our sustainability goals
• Develop relationships with hostels in feeder cities
Housekeeping
• Ensure quality standards for cleanliness
• Conduct spot evaluations
• Make beds, clean and organize bathrooms, dormitories, and common areas
• Ensure that regulations for safety and sanitation are being met
• Organize and implement a rotating schedule for deep cleaning each area of the hostel
• Submit a list of maintenance issues that are found while cleaning
• Cooperate with housekeeping team for smooth operations
Purchasing and Inventory Control
• Maintain a business relationship with vendors and suppliers
• Monitor inventory levels and place orders for products and supplies
• Research suppliers for the best prices, deals, and availability of products
Entertainment, Atmosphere, Activities
• Create and follow a plan to maintain the desired atmosphere in the hostel according to the core values
• Organize and execute activities and special events (for example in Sunset Bar)
• Record duties, expenses, challenges, successes and areas for improvement for each event
• Engage guests directly
Crisis Management
• Deal with problem guests
• Step in when necessary to deal with any situations out of normal operations and procedures
• Contact the GM for any serious matters
Quality Control
• Outline standards of quality and devise a method to measure and evaluate each one
• Maintain all company standards, procedures, policies and standard operating procedures
• Daily, weekly and monthly property inspections
Business Development and Strategy
• Follow trends in the hostel industry
• Ensure that the hostel identifies and meets the changing needs of guests
• Create and implement a written plan for growth and expansion to capture more market share, and new markets