Key Responsibilities
Operational Leadership
Provide coaching, mentorship, and direction to your teams to foster their professional growth and operational success.
Actively ensure smooth departmental coordination, using performance metrics to set clear goals and hold Heads of Department accountable.
Oversee and drive all aspects of property operations, including Guest Experience, F&B, Tours & Travel, and Marketing.
Lead daily morning briefings with department heads to align priorities and maximize daily performance.
Reporting & Compliance
Ensure that all weekly and monthly reports are submitted on time and accurately, covering key financial, operational, and guest experience metrics.
Maintain clear and open communication with head office, ensuring that any operational or performance data required is delivered promptly and accurately.
Revenue Optimization
Champion global revenue initiatives, ensuring they are tailored to the specific needs of the property to maximize financial outcomes.
Proactively identify areas to optimize and enhance revenue streams by ensuring that hostel events, guest experiences, and F&B offerings are aligned with revenue and profitability goals while maintaining a great guest experience.
Collaborate with the Global Revenue team, ensuring that property rates are aligned with global strategy, while balancing RevOb (Revenue per Occupied Bed) and occupancy levels to maximize revenue.
Drive the implementation of strategic upselling, cross- selling, and pricing strategies for rooms, F&B, and Tours & Travel.
Work with the Global Revenue, F&B, and Tours & Travel teams to ensure product mix and pricing strategies are optimized for the property.
Cost Management
Lead financial performance analysis and budgeting, working closely with your teams to hit targets and align with the annual property plan.
Control payroll expenses within budget guidelines, ensuring compliance with local labour laws.
Approve all purchase requests and manage the property’s budget effectively, aligning expenses with set targets.
Customer Satisfaction
Monitor and improve Customer Satisfaction metrics (Review Scores, Service Failures, NPS).
Handle guest complaints proactively, ensuring issues are resolved to satisfaction.
Collaborate with the Global Support Teams to align on service standards and optimize guest experiences.
Team Development & Training
Ensure team members complete all required training and proactively close capability gaps through internal resources.
Promote Agile principles, ensuring initiatives are implemented and followed up on effectively.
Lead regular training sessions, focusing on team development across all operational areas.
Marketing & Social Media
Ensure that our online OTA listings are on brand and set up to be as appealing as possible to maximize booking potential
Collaborate with marketing agencies to develop wider- reaching campaigns, ensuring consistency in brand presence and marketing initiatives.
Manage the property’s local Facebook and TikTok pages to ensure active engagement and alignment with brand messaging.
Health, Safety & Compliance
Ensure compliance with health and safety regulations, and lead the property’s response to audit findings.
Support the team in creating a safe and compliant work environment for all team members and guests.
Maintain consistent standards in brand, health, and safety protocols across the property.
Human Resources Management
Ensure performance improvement plans are in place where necessary and manage all staff- related processes in alignment with company policies.
Actively engage in recruitment, conflict resolution, and disciplinary processes.
Oversee staff schedules, performance reviews, and development plans, ensuring that HR processes and tools are effectively used and optimize payroll expenses
