Cluster Operations Manager – Hostels

About the role

The Cluster Operations Manager – Hostels is responsible for overseeing the operational performance of multiple hostel properties within the Collective Hospitality portfolio. The role will provide leadership and operational support to Hostel Managers and property-level teams, ensuring consistent standards, strong guest experience, commercial performance, profitability, team engagement, and brand culture across the cluster.

Key responsibilities

• Oversee the day-to-day operations of multiple hostel properties and provide leadership and operational direction to Hostel Managers
• Conduct regular property visits and operational inspections to ensure consistent operational standards across all properties
• Identify operational gaps and implement corrective action plans, supporting Hostel Managers in resolving complex operational challenges
• Ensure properties are prepared for peak occupancy, high-season periods, events, and major guest arrivals
• Establish and share best practices across the cluster and provide regular operational updates to senior management
• Ensure each property delivers a strong social hospitality experience while maintaining the unique identity and culture of each hostel brand
• Monitor guest reviews and satisfaction across the cluster, identifying recurring guest issues and implementing cluster-wide solutions
• Lead, coach, and develop Hostel Managers, establishing clear operational and commercial KPIs and conducting regular performance reviews
• Work closely with Experience Managers and property teams to ensure effective event execution, including pub crawls, parties, social events, guest activities, excursions, community events, and F&B activations
• Monitor commercial performance including occupancy, ADR, revenue per available bed, total revenue, F&B revenue, event revenue, ancillary revenue, guest spend, labor costs, operating expenses, and property profitability
• Review property P&L performance with Hostel Managers and monitor labor, F&B, maintenance, housekeeping, and event costs
• Monitor guest satisfaction and online reputation across all properties, ensuring effective service recovery and conducting regular property quality inspections
• Work closely with HR on recruitment and workforce planning, ensuring properties have appropriate staffing levels and supporting recruitment of key operational positions
• Develop and implement consistent operational SOPs across the cluster and ensure Hostel Managers understand and implement required procedures
• Monitor housekeeping performance across properties, ensuring dormitories, private rooms, bathrooms, and common areas meet required standards
• Monitor the physical condition of properties and work closely with Maintenance and Engineering to prioritize guest-impacting maintenance issues
• Ensure all properties comply with applicable health, safety, fire, and security requirements, paying particular attention to risks associated with nightlife, events, alcohol, and high guest interaction
• Work closely with Operations, Commercial, Revenue, Sales, Marketing, HR, Finance, Experience, Maintenance, Engineering, and Security teams to ensure alignment around property performance and guest experience

About you

• Minimum 5–7 years of hospitality operations experience
• Previous experience as Hostel Manager, Hotel Manager, Operations Manager, Cluster Operations Manager, or equivalent
• Strong previous experience in hostels, lifestyle hotels, social hospitality, or experiential hospitality
• Proven experience managing multiple properties or teams is strongly preferred
• Experience with events, nightlife, F&B, or guest experiences is a significant advantage
• Strong commercial and financial understanding
• Proven ability to manage and develop property-level managers
• Experience working with international guests and multicultural teams
• Strong English communication skills
• Thai language is an advantage
• Willingness to travel regularly between properties