Operations Manager

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