Job Description

As Hostel Manager, you are responsible for the overall success of the hostel—operationally, culturally, and

commercially. You lead the reception and accommodation teams to deliver outstanding guest experiences while

ensuring high standards of safety, cleanliness, organisation, and compliance. Through strong leadership,

communication, and adaptability, you create a welcoming, safe, and social environment where guests feel at home and staff feel supported and motivated.

Accountabilities:

1. Leadership & People Development

2. Guest Experience & Customer Service

3. Operational Standards & Site Organisation

4. Business Growth & Financial Performance

5. Control, Compliance & Safety

6. Communication & Collaboration

7. Adaptability & Problem Solving
Areas of Responsibility

1. Leadership & People Development

a. Lead, motivate, and support reception and accommodation teams.

b. Train new team members on guest service, systems, procedures, and standards.

c. Provide regular coaching, feedback, and development opportunities.

d. Foster a fun, inclusive, and professional working environment.

2. Guest Experience & Customer Service

a. Ensure consistently high service standards at reception and in accommodation areas.

b. Resolve guest issues promptly and professionally, turning challenges into positive outcomes.

c. Ensure staff communicate clearly, share local knowledge, and promote hostel services and events

d. Monitor guest feedback and report trends or concerns to the General Manager.

3. Operational Standards & Site Organisation

a. Oversee reception operations including check-ins, check-outs, bookings, cancellations, and guest

correspondence.

b. Conduct daily walk-throughs of rooms, bathrooms, corridors, and public areas.

c. Ensure opening, mid-shift, and closing procedures are followed.

d. Identify and follow up on maintenance or cleanliness issues.

4. Business Growth & Financial Performance

a. Support occupancy targets and revenue opportunities through upselling and service awareness.

b. Oversee rota planning, staffing levels, and labour cost control.

c. Responsible for cash handling, daily cash-ups, and reconciliation tasks.

5. Controls, Compliance & Safety

a. Ensure safety checks, security procedures, and emergency protocols are followed.

b. Support night teams and ensure clear day-to-night communication.

c. Report incidents, maintenance, and compliance issues promptly.

6. Communication & Collaboration

a. Maintain strong communication between teams and management.

b. Lead effective handovers and team briefings.

c. Work closely with the General Manager, Assistant Hostel Managers, and supervisors.

7. Adaptability & Problem Solving

a. Step into General Manager responsibilities when required.

b. Handle unexpected situations calmly and professionally.

c. Support change, new systems, and operational improvements.

Person Spec

• Safe Creates a calm, organised environment, resolving issues professionally and ensuring guests and staff feel

supported and protected.

• Secure Acts with integrity and consistency, following procedures, upholding safety standards, and building trust through reliable, fair decision-making.

• Value Takes ownership of standards and performance, supports team development, and continually looks for

ways to improve operations and service quality.

• Fun Builds positive relationships, communicates openly, and leads with energy and approachability to create an

engaging, welcoming team culture.

Key Skills
Leadership & Team Development

• Leads reception and accommodation teams with confidence, clarity, and consistency across all shifts.

• Coaches, supports, and develops team members to build confidence, accountability, and service excellence.

• Leads by example on shift, setting clear standards for behaviour, performance, and professionalism.

Customer Service Excellence

• Delivers high-quality, welcoming guest service and ensures consistent standards across reception and

accommodation.

• Resolves guest concerns calmly and professionally, turning challenges into positive experiences.

• Encourages strong communication, local knowledge, and service awareness within the team.

Operational Management

• Manages daily hostel operations efficiently, including reception flow, room allocation, and accommodation

standards.

• Ensures opening, mid-shift, and closing procedures are followed accurately and consistently.

• Conducts regular walk-throughs and checks to maintain cleanliness, safety, and organisation.

Communication & Collaboration

• Ensures clear, timely communication between reception, accommodation, night teams, and management.

• Leads effective handovers and briefings to support smooth transitions between shifts.

• Works closely with the General Manager and Assistant Hostel Managers to resolve issues and maintain

standards.
Adaptability & Problem Solving

• Responds calmly and effectively to operational challenges, guest issues, and unexpected situations.

• Supports the team during busy periods and change, providing reassurance and clear direction.

• Steps into additional management responsibilities when required.
Financial Awareness

• Understands occupancy targets, bed sales, and upselling opportunities.

• Supports rota planning, labour control, and efficient use of resources.

• Follows cash handling and reconciliation procedures accurately.

Bringing It All Together - What Success Looks Like in This Role

• Is a visible, reliable second-in-command supporting the General Manager.

• Drives consistent operational and accommodation standards.

• Creates a welcoming, safe, and social hostel environment.

• Develops and supports the team through strong on-shift leadership.

Living our values — Safe, Secure, Value, and Fun — leading by example and embedding them into daily operations and team culture.