What are the responsibilities and job description for the Operations Manager position at Hostelling International USA?
Are you looking for a role where you can make an impact, grow a team, and be part of an award-winning, high-energy environment? HI New Orleans 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 Operations Manager who can bring these values to life while taking ownership of key operations.
This is no ordinary job – this is a dynamic role where you’ll face exciting challenges daily and have the opportunity to make a meaningful impact! 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 and housekeeping 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.
Position Detail
- Location: New Orleans
- Pay: Based on experience (50,000 - 60,000)
- Benefits: Medical, dental, vision, disability, vacation, sick leave, 403b with company match, commuter benefits, and more (New Hire waiting periods apply)
- Reports to: General Manager
The operations manager will supervise the housekeeping and front desk departments and interact with the general manager on a daily basis to ensure the hostel runs smoothly and in accordance with set quality standards. The operations manager will also work closely with the General Manager on staff hiring and training, guest engagement, strategic planning, and budgeting.
Responsibilities:
- Represent the organization’s mission and values through all aspects of operational oversight and team/guest interactions.
- Effectively manage the overall operations of the Front Desk. Oversee the guests and reservation functions to ensure superior service is delivered.
- Effectively manage the work activities of housekeeping staff, to ensure safety and quality standards are met.
- Champion DEIA by embedding inclusive practices into team management, decision-making, and daily operations, ensuring all team members feel valued, supported, and able to thrive.
- Manage inventory and assist the General Manager with budget control.
- Respond to and resolve guest’s quality and service comments or complaints.
- Supervise, develop, schedule, discipline, and counsel team members according to HI USA policies and procedures. Conduct annual performance evaluations.
- Ensure all staff are properly trained in customer service and safety procedures.
- Attend, as well as schedule and conduct, team meetings.
- Assist the hostel General Manager in developing short and long term operating plans.
- Coordinate with hostel General Manager and Maintenance in the repair and maintenance program as related to guestrooms and public areas.
- Maintain lost & found log.
- Complete all other duties assigned by hostel General Manager.
Skills/Qualifications:
- 3 years experience in hospitality industry, including at least 2 years in a supervisory role.
- Experiential travel/hostel travel experience preferred.
- Basic accounting knowledge (P&L statements, labor and cost control, etc.)
- Prior cash handling experience.
- Ability to multi-task, manage time, and respond quickly to changing demands.
- Ability to adjust schedule changes and cover shifts on short notice.
- Effective at listening to understand, clarify, and resolve concerns and issues raised by team members or guests.
- Conflict resolution skills and ability to act effectively in a crisis.
- Ability to plan and organize the work of others.
- Strong organizational skills with good attention to detail.
- Strong written and oral communication skills.
- Proficient in Microsoft Office (excel, word, outlook) and working knowledge of PMS systems.
- Ability to communicate effectively with the public and other team members.
What Makes HI USA Unique
HI USA is a nonprofit with a mission to connect people through travel and cultural exchange. Our hostels are more than just places to stay. They are welcoming spaces where travelers from all walks of life can share experiences, build community, and explore new ideas. As part of our team, you’ll help maintain environments that support meaningful travel and lifelong connections.
