Pacific House Hostel - Position Description Operations Manager
The Pacific House is a high-end Backpackers Hostel, Café and Bar in central Sydney. An experienced Operations Manager is required to support the General Manager and owner as we strive to be the best Backpackers Hostel in Sydney.
Because we are known for exceptional customer experiences, we need a manager who can be the face of our Hostel, providing attentive service at every turn. Our ideal manager will be well-versed in all areas of the hostel business and backpacking world, with specialised skills in managing reception, admin, delegation, supporting and motivating staff. He or she will be an inspiring team member ready to ensure productivity and quality performance to achieve our long-term company vision.
Objectives of this Role
· Gain a complete understanding of specific goals, objectives, and audiences
· Help build a well-developed and high-performing team that works together collaboratively.
· Collaborate with the team to ensure the hostel is providing consistently excellent products and service, and that the environment is inviting and has a great vibe.
· Complete daily objectives and schedules to achieve and exceed company productivity and sales goals.
· Monitor performance and report on progress
· Implement and monitor our policies and procedures
· Communicate with guests and staff alike in their native languages. English of course but Italian and Spanish would be very useful.
· Take responsibility for the Hostel in the General Managers absence.
Daily and Monthly Responsibilities
· Partner with General Manager to ensure quality customer service and supervise a team with diverse talents and responsibilities
· Meet regularly with management to report and plan strategic plans for team objectives
· Recruit and manage staff as the business requires.
· Fill in for General Manager in their absence and take responsibility for the Hostel when the manager is not onsite.
· Monitor customer and client satisfaction, reporting any problems, accidents, unsafe conditions, or equipment trouble to General Manager.
· Coach, track performance and conduct employee reviews
· Assist the General Manager in planning and implementing strategies to attract new business.
· Analyse guest behaviour and adjust product positioning
· Handle any guest concerns and find amazing solutions
· Oversee, organise and direct the hostel operations / services
· Direct and oversee reservation, reception, entertainment and housekeeping activities in the Hostel
· Manage our group portfolio. You will be the dedicated group co-ordinator providing support and planning for the 30+ groups that we host each year. You will also manage new group enquiries and source new leads to grow this part of the business.
Social Media and Entertainment
· Manage online presence through the various channels including Instagram, Tik Tok, YouTube, Facebook etc.
· Create content including reels, videos and photos for online use.
· Manage content creators and Social Media personalities.
· Using Canva create signs to use on the entertainment wall and to support any in house events.
· Monitor any organised events and assist if necessary to ensure a great offering is enjoyed by the guests.
Staff Management and Recruitment
· Pacific House requires a large team to help run the place. The Operations Manager will be required to:
· Recruit the best people to fill the roles
· Manage performance
· Complete a roster each week
· Actively manage team building and pastoral care
Skills and Experience required for the role
- Willing to commit to longer term employment.
- A positive person with a can-do attitude, a friendly approach, and a sense of fun!
- Responsible, trustworthy, and can problem-solve with a cool head,
- A team player willing to perform a range of duties with impeccable attention to detail;
- Prepared to work weekdays, weekends, and public holidays; Both AM and PM shifts.
- Passionate about backpacking and travel!
- Must be well presented as you will be the face and vibe leader of the business!
- A master of our property management software (Cloud Beds and Goki).
- Able to communicate at a high level in multiple languages
- Perform minor handyman tasks such as changing electronic locks.
- This is a live in position. The successful candidate is required to live onsite.
- Be well-versed in all areas of the hostel business and backpacking world. Please do not apply if you do not have extensive experience in Hostels.
As a natural leader, you will help manage a multi award winning Hostel. You will be able to meet lots of new people and have a great time doing it. We offer a great salary plus free accommodation, free breakfast, free laundry as well as other perks that come with the industry.
Job Type: Full-time
Pay: $80,000.00 – $85,000.00 per year
Benefits:
Experience:
- Backpackers Hostel: 1 year (Required)
Language:
- Multiple languages (Required)
Work Authorisation:
Work Location: In person
