Business Intelligence HaNoi

The Hostel Deputy Manager will assist the Hostel General Manager to ensure the best possible guest and team member experience. They will act within the guidelines of the company’s core values, lead with passion and in a way that motivates team members to perform well across all departments. Overseeing the management of the hostels facilities, being accountable for high standards of housekeeping and monitoring and reporting on sales performance.

Staff Training and Management

• Train the staff according to company policy and procedures

• Supervise employee/customer relations and interactions

• Motivate the team and maintain positive work environment for all members

• Request feedback and ideas from each team member

• Monitor attitudes, abilities and progress of staff

• Provide any recommendations on any corrective actions to the General Manager

Sales and Marketing

• Monitor the flyers, website, posters, ect to make sure all information is relevant and up to date

• Creating and advertising promotions (happy hour, tours, etc)

• Communicate with tour operators for sales contracts

• Communicate with bus operators for sales contracts

• Research suppliers for the best prices, deals and quality of service

• Growing hostel sales through developing group booking contacts and contracts

Human Resources

• Staff selection (interview process)

• Implement bonus plans for performance of staff and management

• Keep up to date on employment laws

• Cooperating with HR team to manage effectively

• Build strong relationships with team members, team leaders and management for maximum operating effectiveness

• Being approachable for staff to confide into help avoid and solve any unnecessary internal issues or conflicts

Reception and Customer Service

• Conduct check-in and checkout procedures

• Interact with guests

• Stay up to date with local attractions and events

• Respond to emails or messages

• Record and respond to guest concerns / complaints

• Manage the reception team for smooth operation

• Manage cloudbeds and ota’s (booking/hostelworld)

• Manage the cashflow reports and report any irregularities

Sunset Bar

• Interact with guests

• Cooperate with team for smooth operations of bar and kitchen

• Maintain the quality of food and drinks

• Manage guests concerns or complaints

Public Relations and Industry Relations

• Maintain customer contact lists (whatsapp)

• Regularly update social media sites

• Up to date with local tourism industry

• Organize local community outreach and volunteer activities for staff and guests in line with our sustainability goals

• Develop relationships with hostels in feeder cities

Housekeeping

• Ensure quality standards for cleanliness

• Conduct spot evaluations

• Make beds, clean and organize bathrooms, dormitories, and common areas

• Ensure that regulations for safety and sanitation are being met

• Organize and implement a rotating schedule for deep cleaning each area of the hostel

• Submit a list of maintenance issues that are found while cleaning

• Cooperate with housekeeping team for smooth operations

Purchasing and Inventory Control

• Maintain a business relationship with vendors and suppliers

• Monitor inventory levels and place orders for products and supplies

• Research suppliers for the best prices, deals, and availability of products

Entertainment, Atmosphere, Activities

• Create and follow a plan to maintain the desired atmosphere in the hostel according to the core values

• Organize and execute activities and special events (for example in Sunset Bar)

• Record duties, expenses, challenges, successes and areas for improvement for each event

• Engage guests directly

Crisis Management

• Deal with problem guests

• Step in when necessary to deal with any situations out of normal operations and procedures

• Contact the GM for any serious matters

Quality Control

• Outline standards of quality and devise a method to measure and evaluate each one

• Maintain all company standards, procedures, policies and standard operating procedures

• Daily, weekly and monthly property inspections

Business Development and Strategy

• Follow trends in the hostel industry

• Ensure that the hostel identifies and meets the changing needs of guests

• Create and implement a written plan for growth and expansion to capture more market share, and new markets

• An exciting and social work environment filled with travelers and cultural exchange

• Comprehensive training to help you suceed

• Competitive Salary

• Possibility of staff accommodation if needed

• Career and personal development opportunities

• Insurance as per work contract

Qualifications and requirements

• Be confident and able to supervise staff, engage with guests, and all other operational aspects (incl blocked toilets, repairs, etc) without direction or supervision;

• A sense of ownership and responsibility in the business;

• Ability to give full attention to what other people are saying, actively look for ways to help people, and adjust actions concerning others' actions;

• Good command in spoken and written English;

• Strong communication skills and customer service;

• Enthusiastic and outgoing personality, with a genuine interest in meeting new people from diverse backgrounds;

• PMS and channel management experience (cloudbeds, ota’s)

• Flexibility to work late nights, early mornings, weekends as needed

Competencies

• Leadership – Job requires strong leadership skills to inspire, guide and motivate the team.

• Decision Making – Job requires the ability to make quick, informed decisions – even when you don’t have all the necessary information.

• Integrity — Job requires being honest and ethical.

• Dependability — Job requires being reliable, responsible, and dependable in fulfilling obligations.

• Communication & People Skills – Job requires strong communication skills with problem solving skills and the ability to build trust and confidence within the team.

• Planning and Organization – Job requires the ability to plan and schedule work/activities/assign duties across all departments of the hostel.

• Emotional Intelligence – Job requires you to have the ability to manage your own emotions and as well as the emotions of those around you. Acting with empathy, self-awareness and social awareness.

• Self-Control — Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in challenging situations.

• Delegation – Job requires you to use the strengths of each team member, effectively assigning tasks to optimize performance and achieve the desired results.

• Learning & Development – Job requires you to stay up to date with the latest trends and developments to continue to meet the changing need of our customers and team members.

• Relevant degrees/certificates