The Hostel General Manager is responsible for the full leadership, strategic direction, and operational performance of the property. This role oversees all departments and ensures the delivery of Collective Hospitality’s energetic, social, and guest-centric experience. The GM drives financial results, maintains the highest safety and service standards, and builds a strong team culture aligned with company values.
Key Responsibilities
- Strategic & Operational Leadership
- Lead overall day-to-day operations, ensuring all departments run efficiently and in alignment with brand standards.
- Develop and implement operational strategies to improve guest satisfaction, revenue, and team performance.
- Oversee Front Office, Housekeeping, F&B, Activities/Events, Maintenance, and Security operations.
- Ensure service delivery aligns with Collective Hospitality’s social, community-driven atmosphere.
- Guest Satisfaction & Experience
- Champion world-class guest experience across the property.
- Ensure prompt resolution of guest issues, complaints, and escalations.
- Oversee social events and daily activities that create a vibrant hostel atmosphere. • Monitor online reviews and ensure consistent, professional responses.
- People Leadership & Team Development
- Lead, coach, and motivate department heads and frontline staff.
- Ensure efficient workforce planning, team scheduling, and performance management.
- Partner with HR on recruitment, onboarding, training, performance reviews, and disciplinary actions.
- Build a high-performance, service-focused, and fun team culture.
- Financial & Business Performance
- Own the property P&L and deliver strong financial results.
- Develop budgets, monitor revenue targets, control costs, and manage expenses.
- Oversee pricing, promotions, and inventory in cooperation with Revenue Management.
- Analyze business data to identify opportunities for efficiency and revenue growth.
5. Sales, Marketing & Brand Engagement
- Support local sales initiatives, partnerships, and collaborations to drive occupancy.
- Ensure brand standards are consistently achieved across all guest touchpoints.
- Coordinate with Marketing for campaigns, events, and property activations.
6. Safety, Compliance & Administration
- Ensure compliance with Thai laws, work permits, licensing, fire safety, and hygiene standards.
- Manage audits, reports, SOP compliance, and daily administrative tasks.
- Maintain accurate property documentation, including incident reports, financial records, and operational logs.
- Oversee risk management and emergency procedures.
- Property Maintenance & Asset Management
- Ensure proper upkeep of rooms, public areas, equipment, and facilities.
- Work with Maintenance teams to ensure timely repairs and preventative maintenance planning.
- Protect company assets and maintain high property standards.
Qualifications & Requirements
- Minimum 5 years of hospitality leadership experience; at least 2 years in a managerial role.
- Strong background in operations with experience in hostels, hotels, lifestyle properties, or F&B/FO leadership.
- Proven success managing teams in a fast-paced, dynamic environment.
- Excellent communication, leadership, and problem-solving skills.
- Ability to work flexible hours, including evenings, weekends, and event days. • Strong financial and analytical skills.
- Fluent in English; Thai language ability is an advantage.
- Previous experience working in Thailand or SEA is beneficial.
Key Competencies
- Strategic leadership
- Guest-centric mindset
- Financial acumen
- Team development & coaching
- Crisis management & conflict resolution
- Strong organizational and multi-tasking abilities
- Energetic, social, and adaptable personality aligned with the hostel culture
What We Offer
- Leadership role in one of Asia’s fastest-growing hostel groups
- Opportunity for career growth within Collective Hospitality
- Competitive salary, benefits, and performance incentives
- Supportive, fun, and dynamic working environment
