HOSTEL MANAGER – RUCKSACK INN SINGAPORE

Location: Singapore  | Employment Type: Full-Time  |  Company: THHG / Rucksack Inn

About the Role

Rucksack Inn is looking for a hands-on, commercially minded Hostel Manager to oversee the day-to-day operations of our Singapore hostel properties. The Hostel Manager is responsible for ensuring that the property operates smoothly, safely and efficiently while delivering a consistently positive guest experience. This is a hands-on leadership role requiring strong operational discipline, people management, cost awareness and the ability to solve problems quickly.

Three Core Accountabilities

1. Run the Property Well: Ensure the hostel is clean, safe, compliant and operationally efficient, with consistently high standards of guest experience and property maintenance.

2. Manage the People Well: Build, train and manage a reliable and accountable team. Ensure proper manpower planning, productivity, attendance, service standards and adherence to SOPs.

3. Protect the P&L: Take ownership of the property's commercial performance by managing costs, controlling wastage, supporting revenue opportunities and ensuring that operational decisions contribute to profitability.

Key Responsibilities

Hostel Operations

·       Manage the day-to-day operations of the hostel, including front office, housekeeping and general property operations.

·       Ensure company SOPs, operational systems and service standards are consistently followed.

·       Conduct regular property inspections to ensure rooms, bathrooms, common areas and facilities are maintained to the required standard.

·       Coordinate maintenance and rectification works and follow through until issues are fully resolved.

·       Manage purchasing, supplies and inventory with appropriate cost controls.

·       Ensure reservations, group bookings, guest requests and operational matters are properly handled.

·       Identify operational inefficiencies and continuously improve processes and productivity.

Guest Experience

·       Maintain high standards of guest service and proactively manage complaints and service recovery.

·       Monitor guest reviews and identify recurring issues requiring corrective action.

·       Ensure the hostel provides a welcoming, safe and social environment consistent with the Rucksack Inn brand.

·       Ensure the team communicates professionally and effectively with local and international guests.

·       Drive continuous improvement in guest satisfaction and service standards.

People & Team Management

·       Recruit, train, roster and supervise hostel staff.

·       Manage staff attendance, leave, scheduling and manpower deployment.

·       Set clear expectations and hold team members accountable for their responsibilities.

·       Conduct coaching, training and performance reviews.

·       Address performance, disciplinary and attendance issues promptly in accordance with company policies.

·       Build a strong culture of ownership, reliability, teamwork and accountability.

Commercial & Financial Management

·       Monitor occupancy, rates, booking trends and overall property performance.

·       Work with the Commercial and Sales teams to support direct bookings, group bookings and other revenue opportunities.

·       Review operating expenses and financial information with Finance and Management to identify opportunities to improve profitability.

·       Manage property budgets and forecasts and maintain appropriate control over expenditure.

·       Control unnecessary spending, wastage and operational leakage.

·       Balance guest experience with commercial considerations when making operational decisions.

·       Understand that high occupancy alone does not define success - the property must operate efficiently and profitably.

Compliance, Safety & Security

·       Ensure hostel operations comply with applicable licensing, fire safety, workplace safety and regulatory requirements.

·       Maintain proper operational records, incident reports and required documentation.

·       Ensure security, emergency and safety procedures are understood and followed by all team members.

·       Escalate material operational, safety or compliance issues promptly to Management.

Requirements

·       Diploma or Degree in Hospitality Management, Tourism, Business Management or a related discipline.

·       Ideally 2–3 years of hospitality operations experience, including at least 1–2 years in a supervisory or managerial role.

·       Experience in hostels, hotels, serviced apartments or other accommodation businesses preferred.

·       Strong leadership, people-management and problem-solving skills.

·       Good understanding of front-office operations, housekeeping, reservations and guest services.

·       Commercial awareness and basic understanding of occupancy, ADR, revenue, operating costs, budgets and profitability.

·       Comfortable using property management, reservation and booking systems.

·       Strong written and spoken English.

·       Organized, resourceful and able to work independently with minimal supervision.

·       Able to work weekends and public holidays when operationally required.

Who We Are Looking For

We are looking for someone who is hands-on, accountable and dependable. The right candidate should be comfortable being on the ground, taking ownership of problems and following through until they are resolved rather than simply escalating them.

You should be guest-focused but commercially minded, able to balance service standards with company policies and profitability. Most importantly, you should be capable of managing people firmly and fairly, setting clear expectations and building a team that can operate consistently even when you are not physically present.

Key Performance Indicators

·       Property operational standards and SOP compliance

·       Guest satisfaction and online review performance

·       Occupancy, revenue and commercial performance

·       Operating cost and budget control

·       Staff productivity, attendance and retention

·       Housekeeping and property condition

·       Speed and effectiveness of maintenance resolution

·       Regulatory, safety and licensing compliance

·       Support for direct and group booking revenue

·       Overall property profitability

Working Arrangements

The position is based in Singapore. From time to time, the role may require travel or support for other properties within the Group.

Hospitality is a seven-day operational business. The Hostel Manager must therefore be prepared to work outside normal office hours, including weekends and public holidays, when operationally required.