Main Purpose of the Role
Global teams are your support system, providing resources, setting minimum standards, and offering guidance to help you achieve your property’s targets. The GM is the ultimate owner of performance, service, and culture at their property.
The General Manager is fully responsible for the complete operation of the property, accountable for driving financial success, guest satisfaction, and team development. You will optimize day- to- day operations, ensuring that all departments operate efficiently to meet both financial targets (EBITDA) and guest satisfaction goals. This role focuses on full operational leadership, including F&B, Guest Experience, Tours & Travel, and Marketing, while working closely with heads of departments to achieve these outcomes.
A key responsibility of the General Manager is to support Mad Monkey in achieving its Vision and Mission:
Mission: TO CONNECT THE WORLD THROUGH ADVENTURE AND EXPERIENCE
Vision: MAD MONKEY – THE WORLD&039;S BEST HOSTEL
Key Responsibilities
Operational Leadership
Be a servant leader, embodying the Mad Monkey core values: Curiosity, Positivity, Courage, Sincerity, and Family Spirit.
Oversee and drive all aspects of property operations, including Guest Experience, F&B, Tours & Travel, and Marketing.
Lead daily morning briefings with department representatives to align priorities and maximize daily performance.
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.
Reporting & Compliance
Support the Global Teams by providing the necessary data and insights required for any property- related reporting, audits, or operational assessments.
Maintain clear and open communication with Global Teams, ensuring that any operational or performance data required is delivered promptly and accurately.
Ensure that all weekly and monthly reports are submitted on time and accurately, covering key financial, operational, and guest experience metrics.
Revenue Optimization
Champion global revenue initiatives, ensuring they are tailored to the specific needs of the property to maximize financial outcomes.
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.
Work with the Global Revenue, F&B, and Tours & Travel teams to ensure product mix and pricing strategies are optimized for the property.
Drive the implementation of strategic upselling, cross- selling, and pricing strategies for rooms, F&B, and Tours & Travel.
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.
Cost Management
Approve all purchase requests and manage the property’s budget effectively, aligning expenses with set targets.
Control payroll expenses within budget guidelines, ensuring compliance with local labour laws.
Lead financial performance analysis and budgeting, working closely with your teams to hit targets and align with the annual property plan.
Customer Satisfaction
Collaborate with the Global Support Teams to align on service standards and optimize guest experiences.
Monitor and improve Customer Satisfaction metrics (Review Scores, Service Failures, NPS).
Handle guest complaints proactively, ensuring issues are resolved to satisfaction.
Team Development & Training
Lead regular training sessions, focusing on team development across all operational areas.
Promote Agile principles, ensuring initiatives are implemented and followed up on effectively.
Ensure team members complete all required training and proactively close capability gaps through internal resources.
Marketing & Social Media
Manage the property’s local Facebook and TikTok pages to ensure active engagement and alignment with brand messaging.
Collaborate with the global marketing agency to develop wider- reaching campaigns, ensuring consistency in brand presence and marketing initiatives.
Ensure that our online OTA listings are on brand and set up to be as appealing as possible to maximize booking potential
Health, Safety & Compliance
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.
Ensure compliance with health and safety regulations, and lead the property’s response to audit findings.
Human Resources Management
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.
Ensure performance improvement plans are in place where necessary and manage all staff- related processes in alignment with company policies.
