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Form of workJob Description
The Hostel Network Services Manager is a key member of the Hostel Network team and an extended member of the Human Resources team, with a focus on training and development. This position will support all hostels through hostel quality standards and inspections, guest feedback reporting and response, environmental sustainability, general Network Services, training and staff development, and may assist hostels with management coverage gaps. The Hostel Network Services Manager will oversee the seasonal Cape & Island hostels and may share in management responsibilities during the main summer season.
Approximately 25% of the time will be spent working with HR on hostel staff training and development. This is a hybrid position with the ability to work a mix of remote and in-office/in-hostel days. Person must live within commuting distance of an urban HI USA hostel or HQ.
Responsibilities:
Hostel Services
- Support various tasks associated with staff training, Network Services, customer feedback response, environmental sustainability, and hostel quality standards.
- Function as a key member of the Hostel Network department management team and serve as a resource for Hostel teams by maintaining the Hostel Network Intranet site, drafting SOP’s and creating other resources or ’help tools’ to ensure consistent operations.
- Solicit and act on feedback and support continuous process improvement in support of hostel managers and staff and create process documentation as needed.
- Create and maintain a library of resources supporting various organizational initiatives or hostel processes.
- Assist with on-site coverage, scheduling of departmental or network-wide meetings, and other support to hostels as needed.
Seasonal Hostel Support
- Oversee year-round administrative tasks for the seasonal MA Cape & Island hostels including but not limited to licenses and permits, third-party inspections, partners and vendors, contract labor, utility bills and invoicing, etc.
- Oversee opening, closing, and training at seasonal hostels (currently 3 hostels) and provide ongoing support and technical assistance in operations, quality control, online listings, and best practices. Support includes on-site or remote based on needs.
- Lead the recruitment process for seasonal staff at Cape & Island hostels in conjunction with Human Resources.
- Manage rates/inventory in conjunction with revenue management and group sales.
- Respond to all inquiries from vendors, neighbors, and agencies for seasonal properties in the off-season.
HR & Training Support
- In collaboration with HR and other departments, ensure overall training content meets the needs of hostel staff and managers including safety and HR compliance requirements. Lead HI USA's internal CPR training program including obtaining certification to instruct.
- Regularly preview and provide input on new course options.
- Serve as Admin in HI USA’s learning management system (LMS) and maintain backend structure of teams and training assignments.
