General Manager

At Mad Monkey, we’re not just building hostels — we’re building a global community of travelers, dreamers, and changemakers. Our mission is to create life-changing experiences through adventure, connection, and positive impact. With hostels across Southeast Asia, Australia, and beyond, we’re one of the fastest-growing hostel brands in the world — and we’re just getting started. We believe in meaningful travel, social experiences, and doing good wherever we go. Sound like your vibe? Keep reading. We have an exciting opportunity for a General Manager to lead Gili Trawangan, Indonesia. The General Manager will have a strategic and creative approach to ensuring the best possible guest and team member experience. They will be an ambassador of the brand, exemplify the company’s core values, lead with passion and in a way that empowers team members to optimize performance across all departments. They will oversee the management of the hostel's facilities, being accountable for high standards of housekeeping and for project managing maintenance works. They will also be responsible for growing accommodation bookings, optimizing occupancy, including preparing financial projections, and monitoring and reporting on sales performance. Leadership & Strategy Oversee all aspects of running the hostel, including food and beverage, customer experience, front of house, housekeeping, and maintenance. Lead with passion, empowering a team of up to 50 team members, motivating and developing them through coaching and performance reviews. Identify and resolve root causes of operational problems, making timely decisions and bringing gravitas and maturity expected of a business leader. Provide feedback and assistance to the Regional Operations Director/Manager and the Marketing Team on customer service and process improvement issues. Team & Human Resources Schedule training delivery, maintain HRM systems, follow company HR procedures, disciplinary procedures, and maintain accurate employment and performance records. Conduct weekly team meetings and regular performance reviews. Make decisions on new team member selection and stay informed about staff tenure and salary. Support conflict resolution between team members and discipline or grievance situations as required. Customer Service & Entertainment Communicate and justify planned improvements for the hostel, including customer service and process improvements. Provide feedback and resolutions to the Marketing Team and maintain the “Mad Monkey” culture. Ensure the smooth running of events and entertainment, engaging guests and solving complaints swiftly and fairly. Financial Oversight Control payroll, accounting procedures, check for errors, uphold efficient purchasing and inventory levels, and manage budgeting plans. Have a working understanding of mathematics and basic accounting principles. Maintenance & Quality Control Perform daily property checks including team, services, surroundings, and safety. Monitor quality control of all departments, acting swiftly to correct malfunctions and implement lasting improvements. Arrange and implement a preventative maintenance schedule and conduct routine site inspections. Operational Tasks – Food and Beverage Ensure all food and beverage offerings are costed out and appropriate margins known. Ensure food and beverage events and promotions are visible and appropriately marketed. Ensure stock control is monitored and audited. Operational Tasks – Reception and Customer Service Oversee check‑in and check‑out procedures. Provide friendly interaction with guests and deliver local and regional information. Respond to internal and external communications and assist with transportation requests. Record and respond to guest concerns and maintain accurate reservation information. Update bed allocation for online booking sites according to Mad Monkey policy. Operational Tasks – Housekeeping Maintain quality standards for cleanliness. Conduct spot evaluations for all departments. Ensure cleanliness, health and safety, and general property standards are maintained. Organise and implement a rotating schedule for deep cleaning each area of the hostel. Operational Tasks – Maintenance Maintain the hostel facilities in proper working order. Respond to guest and team member feedback regarding broken or malfunctioning items. Arrange and implement a preventative maintenance schedule. Conduct routine site inspections to identify and resolve problems with the facilities. Purchasing and Inventory Control Maintain a business relationship with vendors and suppliers. Monitor inventory levels and place orders for products and supplies. Research suppliers for the best prices, deals, and availability of products. Accounting and Budgeting Follow an operational budget as laid out by the Regional Manager/Director. Maintain accurate records of expenses and revenues. Pay bills and collect debts to maintain a positive cash flow. Organise and distribute payroll checks. Entertainment, Atmosphere, Activities Maintain the desired Mad Monkey atmosphere in the hostel: “No Stress No Worries” experience for all guests. Deal professionally with problematic guests. Organise and execute activities and special events alongside Mad Monkey CERs. Record duties, expenses, challenges, successes, and areas for improvement for each event to enable replication. Quality Control Conduct regular audits to ensure quality. Health and Safety Support the company’s health and safety agenda and ensure all team members are aware of their responsibilities. Monitor compliance with procedural requirements and ensure the use of appropriate protective clothing across departments. Report defects in building, plant, or equipment according to hostel procedures. Ensure any accidents involving team members, guests, customers, or visitors are reported immediately and that procedures are followed. Attend statutory fire and relevant health and safety training and maintain awareness of all risk assessments, COSHH regulations, fire and bomb procedures. Be ready for company audits and ensure remedial actions are followed, presenting financial costings and project plans where required. #J-18808-Ljbffr