ABOUT US 🚀

Hostelworld Group, the global hostel-focussed online booking platform, inspires adventurous minds to meet the world and come back with life-changing stories to tell. Our customers are not your average tourists, they crave cultural connection and unique experiences that we make possible by providing an unbeatable selection of hostels in unmissable locations – all in the palm of their hand.

It is the social nature and community feel of hostels and their environment, that enable travellers to embrace journeys of discovery, adventure and meaning. We have more than 13 million reviews across 17,800 hostels in more than 179 countries, making the brand the leading online hub for social travel. The website operates in 19 different languages and our mobile app in 13 languages.

Founded in 1999 and headquartered in Dublin, Hostelworld has a growing, high-calibre team of 230 people within Technology, Product, Global Markets, HR, Finance & Legal and Marketing Teams across our Dublin, London, Porto, Shanghai and Sydney offices. Hostelworld is listed on the London Stock Exchange and Dublin Euronext. You can read more about our story here.

LOCATION🌍

This role is based in Portugal. We have an office hub in Porto available for those who prefer a hybrid model where you can spend time with colleagues in-person. You will need to be able to commute to our office hub as required from time to time.

WHO YOU'LL WORK WITH 👨🏽‍🤝‍👨🏼

This position supports the business to identify a wide range of opportunities to increase our market share & revenue across our identified key cities. The role will be based in Dublin where we have an experienced team that will help to bring our mission alive in every corner of the world. The primary function of this role is to build on our reputation for the delivery of the ‘Best in Class’ online hostel support. Alongside Service Excellence you and the team are responsible for leveraging the commercial opportunity that arises when a property need helps. As well as offering excellent support you will also be required to make properties aware of our promotional tools and products that can help grow their business.

This role requires a collaborative approach and will work closely with all supporting teams across GMT (Global Markets Team) (and other departments from time to time) and will report to the Market Support Team Lead. The right candidate will always be looking for ways to gain efficiencies and ask, ‘How can we do better.’

***This is a fixed term position for 12months only***

WHAT YOU'LL DO 👩‍💻

• Field calls and emails from properties in the market and respond efficiently and as per targets set.
• Identifying potential leads and leveraging same, converting into product adoption.
• Assisting, when necessary, the Activation Team, in onboarding new property partners.
• Liaise with Customer Service Team and Commercial Team, where needed, to resolve queries or forward potential opportunities.
• Clear communication and reporting to Team Lead on action items and outstanding issues.
• Content management – ensuring that content added is of excellent quality.
• Following up on new sign ups, assisting with the onboarding process.
• Ability to work on own initiative, identifying where improvements could be made within current processes.
• Ability to work to a roster where weekends and shift work are required

WHAT WE’RE LOOKING FOR 👀

• Highly motivated self-starter with excellent organisational skills.
• Proficiency in Spanish, Portuguese & the English language are a core requirement.
• Driven team player with excellent communication & interpersonal skills.
• Passionate about the delivery of excellent B2B service.

WHAT WE OFFER 💯

• Competitive salary & benefits 
• Enhanced annual leave plus 3 Wellbeing Days per year 
• Paid family leave (maternity, paternity, surrogacy & adoption) 
• Agile working (plus a Working from Abroad Policy!) 
• Support for your ongoing growth & development 
• Inclusive people policies (sickness, menopause, compassionate and fertility leave) 
• A chance to give back to your local community with 5 paid volunteering days

OUR BEHAVIOURS 🏆

• Grow others - We fundamentally believe that investing in growing others benefits everyone, whether it's helping them develop hard or soft skills. We want learning and growing to be part of our DNA to help makes us a better team, together.
• Master it - We are obsessed with our area of expertise and enjoy developing our skills. We rarely take things at face value; we investigate, interrogate, and always look for ‘the why,’ and wherever possible, we use data to find the best solution.
• Collaborate - We are in it together, for the tough stuff and the celebrations too. To achieve the best results, we need expertise from all areas of the organisation, and we wholeheartedly welcome diverse thinking.
• Adapt - We work fluidly, adapting to new information and the evolving environment while staying committed to our goals. Innovation and experimentation fuel our projects and we’re never afraid to pivot.
• Deliver - Our focus is always on the end result; we value outcomes over activity. We collaborate to deliver work at speed without dropping any of our other behaviours.

We believe in talented and diverse teams that reflect the diversity of our customers and the communities in which we operate. Everyone brings different perspectives and experiences. We lay out the above requirements to guide applicants to the experiences that we believe will allow you to be successful in the role. If you don’t meet them all, please consider applying if you think you can still perform the role as described.