General Manager

1. Main Purpose of the Role

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.

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.

A key responsibility of the General Manager is to support Mad Monkey in achieving its Vision and Mission:

Vision: MAD MONKEY – THE WORLD'S BEST HOSTEL

Mission: TO CONNECT THE WORLD THROUGH ADVENTURE AND EXPERIENCE

2. Key Responsibilities

Operational Leadership

• Oversee and drive all aspects of property operations, including Guest Experience, F&B, Tours & Travel, and Marketing.
• Actively ensure smooth departmental coordination, using performance metrics to set clear goals and hold Heads of Department accountable.
• Lead daily morning briefings with department representatives to align priorities and maximize daily performance.
• Be a servant leader, embodying the Mad Monkey core values: Curiosity, Positivity, Courage, Sincerity, and Family Spirit.
• Provide coaching, mentorship, and direction to your teams to foster their professional growth and operational success.

Reporting & Compliance

• Ensure that all weekly and monthly reports are submitted on time and accurately, covering key financial, operational, and guest experience metrics.
• 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.

Revenue Optimization

• 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.
• 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.
• Drive the implementation of strategic upselling, cross-selling, and pricing strategies for rooms, F&B, and Tours & Travel.
• Work with the Global Revenue, F&B, and Tours & Travel teams to ensure product mix and pricing strategies are optimized for the property.
• Champion global revenue initiatives, ensuring they are tailored to the specific needs of the property to maximize financial outcomes.

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

• Monitor and improve Customer Satisfaction metrics (Review Scores, Service Failures, NPS).
• Handle guest complaints proactively, ensuring issues are resolved to satisfaction.
• Collaborate with the Global Support Teams to align on service standards and optimize guest experiences.

Team Development & Training

• Ensure team members complete all required training and proactively close capability gaps through internal resources.
• Lead regular training sessions, focusing on team development across all operational areas.
• Promote Agile principles, ensuring initiatives are implemented and followed up on effectively.

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

• Ensure compliance with health and safety regulations, and lead the property’s response to audit findings.
• Maintain consistent standards in brand, health, and safety protocols across the property.
• Support the team in creating a safe and compliant work environment for all team members and guests.

Human Resources Management

• Oversee staff schedules, performance reviews, and development plans, ensuring that HR processes and tools are effectively used.
• Actively engage in recruitment, conflict resolution, and disciplinary processes.
• Ensure performance improvement plans are in place where necessary and manage all staff-related processes in alignment with company policies.