Job Description

Desk Manager — the face of our hostel, the first hello and the last see you soon.

Role Overview

As Front Desk Manager, you'll be the go-to person for all things guest-related. From smooth check-ins to quick problem-solving, you'll create a warm, welcoming environment that reflects our social, community-driven vibe. You'll also play a key role in keeping bookings accurate, encouraging guests to join activities, and ensuring every traveller leaves with a smile (and maybe a few new friends).

Key Responsibilities

Welcome guests with warmth and energy — every check-in feels like homecoming.
Manage reservations, check-ins/outs, and billing with precision.
Handle guest queries (online & offline) promptly and professionally.
Upsell tours, café offerings, and activities to enhance guest experiences.
Support and coordinate with housekeeping/operations for smooth daily functioning.
Maintain a fun, social atmosphere at the front desk while balancing professionalism.
Encourage guest participation in hostel community events.
Monitor and encourage guest feedback/reviews.
Ensure Filling of the C-Form and E-visitor forms daily

KPIs (How We'll Measure Success)

Check-in Experience → Avg. guest rating 4.5/5+ or 9.5/10 for check-in & hospitality.
Response Time → All guest queries (online & offline) addressed within 15 minutes.
Booking Accuracy → 100% error-free reservations & billing.
Upselling / Cross-selling → 15% of guests converted for tours, café, activities, etc.
Shift Coverage → 100% reliability on roster, no missed shifts.
Reviews Boost → 25% of guests mention fun/atmosphere/community/social in reviews.

Who We're Looking For

Prior hospitality/hostel/hotel front desk experience preferred.
Strong communication and interpersonal skills.
Tech-friendly (comfortable with booking platforms, OTAs, and basic digital tools).
Organised, reliable, and detail-oriented.
Friendly, social, and approachable — a people-person who loves meeting travellers.

Perks