Operations Manager

About the role

An experienced Operations Manager is required to support the General Manager and owner at Pacific House, a high-end Backpackers Hostel, Café and Bar in central Sydney. As the face of the Hostel, you will provide attentive service at every turn. You will be well-versed in all areas of the hostel business and backpacking world, with specialised skills in managing reception, admin, delegation, supporting and motivating staff. You will be an inspiring team member ready to ensure productivity and quality performance to achieve the long-term company vision.

Key responsibilities

• Partner with General Manager to ensure quality customer service and supervise a team with diverse talents and responsibilities

• Recruit and manage staff as the business requires

• Fill in for General Manager in their absence and take responsibility for the Hostel when the manager is not onsite

• Monitor customer and client satisfaction, reporting any problems, accidents, unsafe conditions, or equipment trouble to General Manager

• Coach, track performance and conduct employee reviews

• Assist the General Manager in planning and implementing strategies to attract new business

• Handle any guest concerns and find solutions

• Oversee, organise and direct the hostel operations and services

• Direct and oversee reservation, reception, entertainment and housekeeping activities

• Manage the group portfolio, providing support and planning for 30+ groups hosted each year, managing new group enquiries and sourcing new leads

• Manage online presence through Instagram, TikTok, YouTube, Facebook and other channels, creating content including reels, videos and photos

• Create signs using Canva to support in-house events

• Complete a roster each week

• Actively manage team building and pastoral care

About you

• Extensive experience in Hostels

• Willing to commit to longer term employment

• A positive person with a can-do attitude, a friendly approach, and a sense of fun

• Responsible, trustworthy, and able to problem-solve with a cool head

• A team player willing to perform a range of duties with impeccable attention to detail

• Prepared to work weekdays, weekends, and public holidays; both AM and PM shifts

• Passionate about backpacking and travel

• Well presented as you will be the face and vibe leader of the business

• A master of property management software (Cloud Beds and Goki)

• Able to communicate at a high level in multiple languages

• Able to perform minor handyman tasks such as changing electronic locks

• Required to live onsite

About us

Pacific House is a high-end Backpackers Hostel, Café and Bar in central Sydney. We are known for exceptional customer experiences and strive to be the best Backpackers Hostel in Sydney. We are a multi award winning Hostel.

Benefits

• Free accommodation

• Free breakfast

• Free laundry

• Other perks that come with the industry