General Manager - Fisherman's Wharf Hostel

Join Our Team as a General Manager at HI San Francisco Fisherman’s Wharf!

HI USA is seeking a dynamic General Manager to lead our San Francisco Fisherman’s Wharf hostel, a 146-bed property welcoming travelers from around the world. As part of a mission-driven nonprofit, this role offers the opportunity to oversee day-to-day operations while fostering a positive, guest-centered environment and leading a strong, collaborative team.

The General Manager holds overall responsibility for hostel operations, staff leadership, and the guest experience, while also managing an important partnership with the National Park Service. We’re looking for a hands-on leader who can balance operational oversight with a people-first approach, communicate effectively across a variety of situations, and thoughtfully navigate complex or sensitive interactions.

Position Details:   

Pay: $80-92k, DOE

Type: Salaried, benefit-eligible   

Benefits: Medical, dental, vision, disability, vacation, sick leave, 403b with company match, and more (New Hire waiting periods apply).   

Responsibilities:   

Overall

• Represent the organization’s mission and values through all aspects of operational oversight and team/guest interactions
• Work collaboratively with other departments within HI USA such as Finance, Human Resources, IT, Maintenance, Sales, and Marketing
• Ensure a collaborative and responsive relationship with the National Park Service and business management liaisons
• Ensure compliance with National Park Service standards and deliverables of the partnership lease

Staff Management

• Foster a positive, inclusive work environment andmaintainan open-door policy for all employees
• Provide strong leadership through clear communication of hostel and organization-wide initiatives and goals
• Support and develop department managers through regular check-ins, goal setting, feedback, coaching, andappropriate delegation
• Conduct annual performance reviews and provide ongoing,timelyfeedback and coaching
• Proactively address employee concerns in partnership with Human Resources and in alignment with HI USA policies
• Oversee andparticipatein recruitment and hiring; ensure adherence to processes for onboarding, payroll, time and attendance, and training

Financial Management

• Assist with implementation and monitoring of financial and operational plans aligned with organizational goals
• Develop,monitor, and manage the overall hostel budget to ensure positive fiscal performance
• Prepare, review, and reconcile financial records including daily postings, accruals, general ledger accounts, and bank statements
• Review financial statements, forecasts, and annual budgets for accuracy and timeliness
• Complete and oversee credit card reports, petty cash/checking reconciliation, and PMS reconciliation

Revenue Management

• Measure effectiveness of yield management strategies to maximize market reach and diversify revenue sources
• Collaborate with Sales to review room inventory and support strategies to maximize occupancy and revenue

Guest Satisfaction and Reputation Management

• Oversee guest feedback and reservation functions to ensure a high-quality guest experience
• Monitor online reviews and respond appropriately tomaintainand enhance hostel reputation
• Maintain a visible presence by walking the property, attending events, and engaging with guests, staff, and visitors to gather feedback and act on insights

Physical Property Management

• Oversee security functions to ensure a safe and secure environment for guests and employees
• Monitor and ensure adherence to quality standards, including appearance, maintenance, and cleanliness
• Partner with the Maintenance Chief to ensure preventative maintenance programs are in place and documented
• Support the ongoing development and implementation of hostel safety programs

Skills/Qualifications:   

• Minimum 5 years progressive management experience in hospitality/lodging. General Manager experience preferred.
• Bachelor’s degree and/or coursework in management, administration, property management, and/or hospitality management preferred.
• Strong understanding of operations and administration including: quality standards, employee relations, budgeting and forecasting, P&L, and safety.
• Property management experience.
• Previous supervisory experience required.
• Strong leadership skills
• Ability to communicate effectively across a range of situations, adapting tone and approach as needed, especially when navigating sensitive or complex conversations, with good judgment, awareness, and a thoughtful approach.
• Collaborative communication skills; ensuring a cooperative and professional relationship with National Park partners and vendors.
• Effective at listening to understand, clarify and resolve concerns and issues raised by team members or guests.
• Conflict resolution skills and ability to act effectively in a crisis.
• Ability to multi-task, manage time and respond quickly to changing demands.
• Strong organizational skills with good attention to detail.
• Strong written and oral communication skills.
• Proficient in Microsoft Office (excel, word, outlook) and working knowledge of PMS systems.
• Experiential travel/hostel travel experience preferred.

Physical Requirements: