AHL’s purpose is to provide culturally safe, fit-for-purpose, and affordable accommodation for Indigenous Australians who need to be away from home to access employment opportunities, health, education and other essential services. A career with AHL will allow you to contribute to improving the quality of life and economic opportunity for Indigenous Australians.

AHL is looking for experienced managers and supervisors who are highly motivated, energetic, and passionate about supporting Indigenous Australians and providing excellent customer and community service.

We operate all over Australia. We are accepting applications for our hostels in Kalgoorlie, Tennant Creek, Alice Springs, Darwin and South Hedland.

RESPONSIBILITIES INCLUDE:

Guest Services

• Welcome guests upon arrival, ensuring high quality customer service during their stay
• Work closely with hostel staff to accommodate guests’ needs
• Liaise with internal and external stakeholders to ensure guest needs are attended to in an efficient and professional manner
• Provide accurate, up‐to‐date and practical information to guests
• Ensure all guest reservations and bookings are up‐to‐date and accurate using AHL’s reservation management system (RMS)
• Ensure that complaints are addressed in line with AHL’s complaints handling system.

Hostel Operations

• Be responsible for administrative tasks including RMS, budgeting and hostel expenditure
• Coordinate hostel rosters, staff shifts and leave arrangements to ensure optimal coverage at all times. Approve employee timesheets
• Where required, assist with general cleaning duties, housekeeping, food preparation or kitchen‐hand assistance
• Be thorough with handovers at the beginning and end of shifts, to maintain consistent and supportive customer service

Management

• Provide line management, support and leadership to all hostel staff
• Oversee regular development, performance management and identify training needs for hostel staff
• Work closely with the Business Managers to support recruitment needs and staffing related decisions

Community Engagement

• Facilitate and support productive working relationships with local providers, suppliers and AHL staff
• Resolve complex issues that arise to ensure a positive, culturally appropriate experience and quality stay for hostel guests

Work, Health & Safety (WHS)

• All workplace tasks will be performed in a manner which upholds AHL’s commitment to safety of its staff and residents by adhering to relevant Work Health and Safety (WHS) practices at all times. This includes the requirement for an employee to:
  • Promptly report workplace hazards and WHS issues, including injury or illness, to their manager or Health and Safety Representative (HSR) as soon as practicable o Report an unsafe, hazardous or emergency situation using AHL’s critical incident management framework and procedures
  • Appropriately use equipment or substances provided by AHL and report all asset and property maintenance related matters.
• Additionally, you will perform the duties of the First Aid Officer, Harassment Contact Officer and Fire Warden when on duty.

Other

• Other duties as directed

WHAT SKILLS AND EXPERIENCE DO I NEED TO BE SUCCESSFUL IN THE ROLE?

Values

Commitment to working with Aboriginal and Torres Strait Islander peoples and ability to communicate with Aboriginal and Torres Strait Islander peoples. This will be shown by your ability to:

• Understand Aboriginal and Torres Strait Islander peoples and cultures
• Identify issues affecting Aboriginal and Torres Strait Islander peoples today
• Communicate respectfully

Personal attributes

• Proven integrity, reliability and adaptability
• Proven ability to plan, organise and oversee a team
• Team initiative and diligence
• A positive, proactive and compassionate attitude

Skills and Experience

• To be successful in this role you must have experience working in a hostel, community or health care services, residential facility or similar. You must be able to lead and oversee the delivery of guest services and demonstrate a detailed understanding of quality customer service/support.
• You will demonstrate the desire to make a difference, advocate and adapt, to build a compassionate community for Aboriginal and Torres Strait Islander peoples. You will have the ability to relate positively with local stakeholders.
• You will be responsible for administrative duties including a reservation management system, budget expenditure, operational reports and staffing performance. You must be able to demonstrate accountability for decisions, with the ability to face complex tasks with sound knowledge and professional judgement.
• You must also demonstrate a detailed understanding of Work Health and Safety (WHS) practices, and be committed to operational needs, performing additional duties as requested.

Physical requirements

Incumbents need to be in good physical health. Hostel Managers and Assistant Hostel Managers will be required to walk, lift and carry, work a flexible schedule, and must be able to move continuously during working hours. Shift work may apply.

Certifications

• Current CPR training and First Aid certification, or willingness to obtain
• Current Driver’s license

Qualifications (Desirable)

• Certificate III in Community Services or equivalent
• Previous management experience in a residential environment.

For further information on the roles available, click here.