Seasonal Hostel Manager (live in) Truro

HI USA is a nonprofit organization founded on an enduring belief in the power of travel to foster a deeper understanding of people, places, and the world around. For over 80 years, HI USA has provided a network of affordable hostels to facilitate interaction among people from diverse backgrounds, from across the country and around the world.

We have a long history of operating summer hostels in the Cape Cod area. These hostels provide great guest engagement opportunities and are a mixture of in-town and rural locations.

We are currently accepting applications for a Seasonal Hostal Manager at our Truro location. The Seasonal Hostel Manager will oversee all hostel staff, buildings, and operations, and will be responsible for the successful delivery of the hostel guest experiences. They will also focus on delivering the HI USA mission while maintaining appropriate safety and operational standards and following cost containment and property management best practices. This position is an integral part of the team and will lead by example, working front desk and housekeeping shifts as needed, while promoting an environment characterized by friendliness, cleanliness and superior customer service.

Hourly rate is $21.00 - $22.00 (DOE) and includes on-site housing. The Hostel Manager and Hostel Assistant(s) for each location live on property with shared facilities. Must be available to work nights, weekends, and holidays throughout the season. Season will run generally from late June to mid-September. Training will be provided but applicants must bring a passion for working with the public, serving guests, and an appreciation for travel and the HI USA mission. Knowledge of the Cape and surrounding areas is a plus.

Responsibilities:

• Oversee guest services and activities, breakfast, cleanliness, maintenance, safety, training, and security functions to ensure guest satisfaction, efficient operations, and compliance with quality and safety standards.
• Supervise, coach, and provide support to hostel staff, provide timely feedback, address concerns, and manage conflict as needed.
• Provide ongoing training to hostel staff on daily responsibilities at the hostel.
• Maintain proactive human resources activities to include interviewing for open positions as needed and processing of Personnel Action Forms.
• Welcome guests; orient guests to hostel facilities, culture, and policies; provide information about the local area.
• Full familiarity and use of PMS/Guest Registration software; including rooms/beds control management, check-in/out, and reporting.
• Collaborate with the National Revenue Director to maintain a presence, bed availability, and yielding of rates on hiusa.org and various OTA’s (booking.com, hostelworld.com, etc).
• Collaborate with Regional Group Sales Manager on group bookings, provide group orientation at check-in, and manage for group leader and participant stay satisfaction.
• Complete weekly and monthly hostel accounting reports for the Central Office, including but not limited to credit card reports, invoice submissions, petty cash/checking, and property management system reconciliation, all in a timely fashion.
• Plan guest activities at the hostel and promote events in the community to encourage guest interaction and community experiences.
• Review online hostel reviews and guest survey responses, and provide timely responses.
• Ensure staff compliance with established policies and procedures.
• Monitor product quality standards in all areas of the hostel as they relate to the service, appearance, maintenance and cleanliness; ensure repairs are properly performed and tracked.
• Properly manage inventory needs by tracking supplies, placing orders, maintain reoccurring vendor relationships, and tracking shipments, in a timely manner.
• Follow HI USA’s operating procedures for handling cash and credit card transactions, for operating the reservation system, and for other tasks as instructed.
• Work with Regional maintenance chief and contractors as necessary.
• Participate in regularly scheduled manager and staff calls and webinars.
• Respond to guest questions and concerns in a timely, friendly and helpful manner.
• Perform daily guest registration, breakfast, guest activity, and cleaning tasks; and regular grounds and building maintenance such as lawn/gardening care, painting, and minor plumbing.
• Local travel as needed for supplies.
• Other duties as assigned to ensure the efficient operation of the hostel.

Skills/Qualifications:

• Minimum of 3 years of management experience and bachelor’s degree, or equivalent combination of experience.
• Daily audit and cash handling and reconciliation experience.
• Customer service and public relations experience.
• Lifting and stretching required for bed making, furniture movement, storage of deliveries, yard work, and basic maintenance.
• Property management experience; including supplies purchasing.
• Supervisory experience.
• Computer literacy and knowledge of reservations systems.
• Excellent time management and ability to multitask.
• Strong organizational skills and ability to respond quickly to changing demands.
• Strong interpersonal and leadership skills.
• Conflict resolution skills and ability to respond effectively in a crisis.
• Excellent written and oral communication skills.
• Hostel/Lodging experience preferred.
• Independent travel experience preferred.
• Emergency response certification (CPR, First Aid) preferred; training will be provided if needed.