Job Description – Assistant Manager - Queenstown

Guest Experience

Provide a warm, professional, and welcoming environment for all guests.

Resolve guest queries, complaints, and special requests in a timely and professional manner.

Ensure hostel communal spaces, facilities, and rooms meet cleanliness and safety standards.

Maintain a positive and vibrant hostel culture.

Operations

Oversee daily reception, housekeeping, and maintenance operations.

Support with rostering, shift coverage, and ensuring adequate staff levels.

Assist with inventory management and ordering of supplies.

Ensure compliance with health & safety, fire safety, and hostel policies.

Staff Support & Supervision

Support recruitment, onboarding, and training of new team members.

Motivate, coach, and guide staff to deliver consistent service.

Act as first point of contact for staff during shifts, escalating issues to the General Manager when required.

Finance & Administration

Assist with cash handling, daily reconciliations, and banking.

Support the General Manager with financial reporting, wage budgets, and cost control.

Ensure accurate record keeping for bookings, guest information, and staff schedules.

Marketing & Community Engagement

Assist with digital marketing initiatives, including social media, website updates, and online promotions.

Support the design and delivery of campaigns to increase occupancy and brand awareness.

Analyse market trends, booking patterns, and consumer behaviour to recommend strategies that align with guest expectations and business growth.

Represent the hostel at local networking and tourism events.

Collaborate on events, promotions, and partnerships with local operators.

Skills & Qualifications

Full, clean driver’s license (essential).

Previous experience in hospitality, tourism, or property management (hostel or hotel experience preferred).

Knowledge of digital marketing tools (social media platforms, analytics, email campaigns, Canva/graphics software).

Strong leadership, problem-solving, and organizational skills.

Excellent interpersonal and communication abilities.

Proficiency with booking systems, POS, and Microsoft Office/Google Suite.

Ability to work flexible hours, including evenings, weekends, and public holidays.

First Aid Certificate and knowledge of workplace health & safety regulations (preferred).

Personal Attributes

Approachable, professional, and guest-focused.

Reliable, proactive, and able to remain calm under pressure.

Analytical mindset with the ability to spot trends and identify growth opportunities.

Team player with the ability to step into a leadership role when needed.

Passionate about travel, hospitality, and creating memorable guest experiences.