What are the responsibilities and job description for the Assistant General Manager | Non Profit Hospitality position at Hostelling International USA?
Are you looking for a leadership role where you can make an impact, grow a team, and be part of an award-winning, high-energy environment? HI Boston is a 2024 Hoscar-winning hostel with an amazing team that’s all about fostering a great guest experience while having fun along the way! We value integrity, open communication, and teamwork, and we’re looking for an Assistant General Manager who can bring these values to life while taking ownership of key operations.
Bonus Points If You Have:
This is no ordinary job – this is a dynamic role where you’ll face exciting challenges daily and have the opportunity to make meaningful decisions that shape the success of the hostel. You’ll have the chance to lead a dedicated team, collaborate with the General Manager, and be involved in everything from budgeting to overseeing front desk, housekeeping, and maintenance operations. This position requires a go-getter who thrives in a fast-paced environment, takes initiative, and isn’t afraid to roll up their sleeves.
Pay: 75 - 85k, DOE
Type: Salaried, benefit-eligible
Benefits: Medical, dental, vision, disability, vacation, sick leave, 403b with company match, commuter benefits, and more (New Hire waiting periods apply).
Key Responsibilities:
- Lead & Inspire: Be the driving force behind a motivated team by coaching and providing direction to ensure everyone is working together to create an amazing guest experience. Your leadership will foster a culture of accountability and empowerment.
- Own the Operations: Oversee day-to-day operations, ensuring smooth execution across all departments. From the front desk to housekeeping to maintenance, you’ll ensure that everything runs like clockwork.
- Tech-Savvy & Data-Driven: Become a pro with our Property Management System and Online Travel Agent integrations. Your attention to detail ensures that reservations are accurate, and you’ll be the go-to person for OTA auditing.
- Problem-Solver Extraordinaire: When the unexpected happens, you’ll jump in and take charge. Whether it is an emergency or an operational hiccup, you’ll step up, showing flexibility and leadership – sometimes outside normal hours.
- Growth & Development: You’ll identify growth opportunities for your team, helping them reach their full potential. Your approach to leadership will include training, delegating based on strengths, and cultivating ownership.
Additional Responsibilities Include:
- Guest Experience: Ensure we are always delivering exceptional service by overseeing guest interactions and reservations, ensuring smooth communication across the team and guests.
- Team Supervision: Oversee department heads (front desk, housekeeping, maintenance) and ensure top performance across the board.
- Financial Management: Support budgeting and help manage costs. You will monitor inventory, assist with payroll, and keep an eye on financials to maintain healthy operations.
- Training & Development: Assist the General Manager with employee performance reviews, training sessions, coaching, and addressing any personnel matters.
- Grab & Go: Ensure that the grab-and-go food area operates at its best – keeping standards high and profits maximized.
- Crisis Management: Handle guest complaints and issues, ensuring timely and effective resolutions. In more complicated situations, you’ll work with the General Manager for a smooth solution.
- Be the GM’s Right Hand: Step in for the General Manager when needed, providing leadership in their absence and assisting with key decision-making.
- All Hands-on Deck: Sometimes you’ll need to jump in and help cover shifts – whether it's front desk or another department – you’ll do what it takes to keep things running smoothly.
Skills & Qualifications:
- At least 3 years of management experience, preferably in hospitality
- Strong leadership, communication, and interpersonal skills
- Excellent organizational skills, with the ability to juggle multiple priorities
- Proactive and solution-focused – you take the initiative
- Experience with hospitality front desk/reservation systems
- Strong proficiency in Microsoft Office Suite, with a knack for numbers
- Conflict resolution skills, with the ability to stay calm under pressure
- Ability to work independently and take ownership of your responsibilities
- Must be flexible with evenings, weekends, and holidays
Bonus Points If You Have:
- A bachelor’s degree
- Fluency in a second language
- Travel experience (especially in hostels)
