Hostel Manager

Elterwater Hostel: Hostel Manager - Job Description

Summary:

Title: Hostel Manager

Contract: Permanent Contract

Hours: Full Time - 42.5 hours per week (Some weekend working and flexibility with hours

required)

Brief Job Description: As Hostel Manager you’ll be responsible for the day-to-day

management of all aspects of the hostel. You’ll create a friendly environment for team

working and ensure that our guests have a great experience in Elterwater.

Job Description and Purpose:

The Hostel Manager will be responsible for the day to day running of the business, as well as

driving its successful growth, maintaining customer satisfaction, achievement of goals

(including financial, environmental, quality) and team management. They will create a

friendly environment for team working and ensure our guests have a great experience in

Elterwater. Also, to manage all legal, fire and employer liability risks.

More specifically:

1. Day to Day Hostel Management : Lead and be part of the team ensuring that the

business runs smoothly and guests receive the best service at all times and come back

again and again.

○ As part of the team, the Manager will be expected to be hands-on with such

tasks as housekeeping and cooking, and providing an efficient, friendly and

reliable service to all guests.

2. Business Development : Lead the development and growth of the business, help drive

new revenue streams and implement efficiency gains.

○ Marketing and Sales :

■ Suggest improvements in the business model , identifying implementable

opportunities as they arise

■ Find new schools/group bookings etc■ Contribute to the development of marketing and sales activities,

including our newsletter and social media content and production,

promoting the hostel’s services and facilities

○ Business Plan and Budget :

■ Contribute to business planning and annual budget as required by the

directors, and drive implementation as necessary

○ Customer Relationships :

■ Provide an efficient, friendly and reliable service to customers

■ Develop positive and loyal relationships with customers to drive repeat

business

■ Provide advice and guidance and help solve customer problems as

necessary

3. Team Management : Lead the day to day management of the team, ensuring a positive,

cohesive and friendly team working environment:

○ Scheduling :

■ Set, maintain and clearly communicate a schedule for hours worked by each

staff member, in accordance with business needs.

■ Fairly manage staff days off, holidays and holiday cover.

○ Performance /People Management:

■ Work closely with the Directors to maximise team performance, through

training and development, performance reviews (formal and informal),

remuneration recommendations and, if necessary, performance

improvement measures.

■ Deliver performance reviews for all staff and manage any performance

and/or disciplinary issues

■ Hold regular team meetings

○ Recruitment and Training:

■ Support the recruitment, induction and training of staff in line with business

needs.

■ Develop staff potential through on the job training and performance

appraisal.

4. Improving and Maintaining Standards : Maintain the standard of services and

operations to a level consistent with a premium independent hostel. This includes:

○ Oversee and manage the maintenance of the buildings and grounds, upkeep

and decoration of the property, including creation of a long term maintenance

and improvement plan.

○ Ensure customer reviews / satisfaction scores are maintained or improved○ Take responsibility for all relevant legal, compliance and health and safety

standards (e.g. risk assessment, fire, food safety, safeguarding etc)

5. Catering : Provide an attractive food and beverage offering within an agreed margin

structure. This includes:

○ Creating a varied seasonal and sustainable menu

○ Organising catering staffing

○ Cost control, ordering and stock management

○ Food preparation, quality control and delivery of meals to table

○ Minimising waste and maximising efficiency

6. Administration : Day to day administration associated with the on- the- ground running

of the business, including:

○ Bookings and guest admin: guest emails, bookings confirmations, booking

system management, payments, cancellations, deposits, refunds, invoicing, etc

○ Financial: some banking, cash and card handling, cash ups and stock takes.

○ Utilities and suppliers: ensure good supplies and value for money, and deal with

issues as they arise

○ Reporting and KPIs: track and report to the Directors on agreed metrics to

measure business success.

○ Maintain hostel records including Asset Register, Staff training and Green

Tourism Gold Award metrics

7. Safeguarding, Safety and Security : Ensure all compliance, safety and security measures

and equipment are maintained according to legal and professional standards:

○ Act as the named licensee / designated officer as appropriate (e.g. alcohol

license, designated Child Protection Officer (DCPO) etc

8. Environment, Community and Social Responsibility: Ensure the business lives up to

its obligations, reputation and standards in creating a positive impact in society and the

local environment:

○ Implement Environmentally friendly measures at the Hostel including recycling,

energy conservation, encouragement of the use of public transport and raising

awareness amongst customers of relevant opportunities in the countryside.

○ Maintain and develop links with local organisations to help support the Hostel’s

standing and reputation within the community.

○ Be active in Elterwater Hostel’s membership of local and national bodies such as

Independent Hostels UK, Love Langdale and Cumbria Tourism.○ Maintain relations with other local businesses and stakeholders, such as local

landowners and the National Trust.

○ Identify volunteering opportunities in and around the Hostel and co-operate

with the training and deployment of suitable volunteers.

9. Any other duties: as may be required to ensure the smooth running of the Hostel or

as requested by the Directors from time to time.