Hostel Manager

Do you have a passion for being part of a dynamic team of difference makers? RED Mountain is experiencing significant on mountain and base area development. We are seeking a leader to add to our team. With over 300 seasonal employees and 25-year-round employees RED Mountain is realising growth in our ski operations, lodging and real estate development.

About RED Mountain

Located at the tip of the Monashee Mountain range at Rossland British Columbia, RED is an iconic big mountain resort.  The mountain is a skier’s paradise and beloved by a loyal following of outdoor enthusiasts. RED is blessed with an impressive 3,000 foot vertical and long consistent fall line skiing on four mountains.  In addition, RED has approximately 1,500 skiable acres for future development. Tree skiing is a significant draw for many RED enthusiasts and the spacing of trees, glades and meadows has been the core of RED’s reputation since the ski pioneers first skinned up Grey Mountain.

In addition to winter activities, RED has abundant spring, summer and fall activities catering to locals and visitors who enjoy the beautiful scenery, hiking, biking, fly fishing, golf, boating and relaxing in the mountain air. For the hiking and mountain bike enthusiast RED and Rossland are home to an extensive trail network in excess of 170 kilometres of enticing trail options. The 31-kilometre 7 Summits trail is an International Mountain Biking Association – EPIC trail that is world renowned.

Job Location

The Nowhere Special Hostel is a modern 90-pillow hostel located at the base of the RED Mountain Resort.  The hostel is within a two-minute walk to the Day Lodge, Conference Centre, Chair Lifts, Rafters Bar and The Josie Hotel.

Job Description

As Hostel Manager, you will be responsible for overseeing delivery of day-to-day running of the Hostel; delivering exceptional customer services which exceeds expectations, ensuring appropriate staffing and resourcing for conferences, events and holiday bookings, including staff rotas, health and safety, cover and recruiting and managing seasonal workers, placements and interns. In managing the Hostel, you will oversee a high-quality housekeeping service alongside project managing maintenance works. You will also be responsible for growing accommodation bookings and optimising occupancy including preparing future financial projections and monitoring and reporting on sales performance.

Working closely with the RED Mountain Resort Lodging Director, Finance & Administration and RED’s Marketing and Sales team, you will contribute to the effective promotion of the Hostel as a destination for adventure and wilderness tourism. You will support, develop and nurture local partnerships, business to business relationships, source high quality suppliers and work closely with clients.

Supporting events and activities running from the Hostel will also be key; requiring effective liaison with the activity delivery team and co-ordination of the hostel staff team.
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Job Responsibilities

  • Creating a positive relationship with guests by working as a team, being friendly, courteous and by making them feel comfortable during the entire stay
  • Evaluating the needs of each customer and adapting the service to meet those needs
  • Setting a positive example of both attitude and service for staff to follow
  • Ensuring the hostel is being run smoothly, guests ed in and out efficiently, rooms are being cleaned on time, the shuttle bus is leaving on time, and the individual needs of the guests are being met
  • Supervising front desk staff to ensure they are working as a team while completing their assigned responsibilities to HIC Pacific Mountain standards and the expectations of the guests
  • Performing Front Desk duties such as using RoomMaster, taking reservations, checking in guests, handling cash, planning for group bookings
  • Training all staff on RED policies and procedures, and ensuring they follow them
  • Administering front desk performance/compensation reviews on time, maintaining staff files, and accurately documenting any performance-related incidents
  • Providing feedback regarding customer complaints, suggestions, staff concerns, safety issues etc. to the Lodging Director verbally, by voicemail, or email
  • Resolving conflict in the workplace as it arises and afterward if required, for serious situations
  • Assisting in the selection of new employees by being part of the interview process
  • Performing basic accounting procedures such as balancing cash reports, and giving refunds
  • Assisting the Lodging Director in creating and adhering to hostel budgets
  • Partaking in long-term strategic planning and assisting the Lodging Director with capital project planning and implementation
  • Assisting in the basic maintenance and upkeep of the hostel property
  • Performing other related duties as required

 

Job Requirements/Qualifications

Skills and Attributes

  • Interact with customers in a friendly, professional and confident manner
  • Be a reliable team player and leader
  • Communicate effectively (oral and written)
  • Identify and understand the needs of guests
  • Ability to remain composed during high-pressure situations
  • Skilled in time management and organization techniques
  • Knowledge of effective conflict resolution techniques
  • Ability to develop and maintain an effective filing system
  • Provide excellent customer service
  • Prioritize and stay focused

Experience Requirements

  • Previous supervisory/management experience
  • Previous hostelling, tourism, service, or hospitality industry experience
  • Basic budgeting and accounting experience
  • Any experience in a professional field is an asset
  • Knowledge of HIC Pacific Mountain’s policies and procedures
  • Knowledge of the specific functions in each department
  • Proficient computer training – knowledge of MS Office, Word, Outlook, Excel, Access
  • Any formal business/management education is an asset

Preferred Skills

  • Strong experience using social media for brand promoting. Know the difference, when to use, and the ins and outs of:
    • Facebook, Facebook Live, Instagram, Instagram Stories, and Twitter
    • Strong communication, writing skills, and proper grammar for social posts and communication with guest inquiries
    • Ability to provide analytics and reporting of social channels 
    • Ability to understand the RED/Nowhere Special brand and voice to convey through social properly
    • Quick customer service response times via social media channels 
  • Event planning including with strong ability to communicate, coordinate and execute weekly and calendar events for Hostel guests in a timely manner to ensure a positive attendance

How to apply

Please submit cover letter and resume to jane.paterson@redresort.com by November 1, 2019.