1. INTERNATIONAL VOLUNTEERING Make it work for you by Mateusz Sznir, FrontDesk Master

2. ME & VOLUNTEERING? 2002/2003 Cape Horn – Antarctica Expedition

3. ME & VOLUNTEERING?

9. VOLUNTEER AS A BUSINESS ASSET

10. IF POSSIBLE, WOULD YOU LIKE TO HAVE MORE STAFF?

11. WOULD YOU LIKE TO WORK OR CONTINUE WORKING WITH VOLUNTEERS?

12. 1/5 says NO to volunteers!

13. NAME POSITIVE ASPECTS OF HAVING VOLUNTEERS IN THE HOUSE?

14. EXPERIENCE WITH VOLUNTEERS?

15. PROBLEMS WHEN WORKING VOLUNTEERS

16. TRUE STORY? PROBLEMS WHEN WORKING VOLUNTEERS

17. CAN VOLUNTEERS REPLACE FULL-TIME STAFF?

20. ’Too much hassle!’ ’Difficult to train!’

21. ASSETS ARE USEFUL ONLY IF EFFICIENTLY ALLOCATED

22. BEST CLEANING MAID? WHO IS YOUR VOLUNTEER?  Young, looking for an adventure  New friends hungry  Probably not full-time job (interested) potential  Most probably terrible at cleaning!

23. EMPOWER THEIR STENGHTS ! Great connection with guests Create atmosphere Fresh energy DON’T KILL THEIR ENTHUSIASM. USE IT!

24. HOW?

25. Reception 1Reception 2Reception 3 STANDARD STRUCTURE NECESSARY: 3 fully trained, reliable receptionists PROS: Lots of pros! CONS: Long-term or not effective - > Payrolls!

26. ALTERNATIVE  Welcoming guests  Collecting passports & checking the booking details  Walking through Online Check - in  Info about the stay, city & tours  Giving a tour around the house  Showing pubs, landmarks on the map  Entering detailes into PMS  Payment & invoices  Paper work & Shift Accounting  Phone & Email

27. Can volunteer do that well? ALTERNATIVE  Welcoming guests  Collecting passports & checking the booking details  Walking through Online Check - in  Info about the stay, city & tours  Giving a tour around the house  Showing pubs, landmarks on the map

28. Remember who is a volunteer Most likely one can easier talk to guests than become a great receptionist in a short time. ALTERNATIVE Can volunteer do that well?

29. BUT IT DOESN’T MAKE SENSE! Ratings matter – it’s easier to change the perception than the reality. Ratings are emotional! I didn’t have time to speak to guests. Solved! Volunteers do the job nobody have time to do and they do it full-time! Hostels are not about cheap bed but about people!

30. PROS:  Relatively easy to train  Less mistakes - > More satisfaction  Probably capitalizing on incentvives  Making volunteer like the job, appreciate the situation & enjoy the stay!  Making him closer to guest  Making volunteer a full-time host  Less work for full-time staff  Affordable & Available CONS: You can’t have it forever! Volunteers leave.

31. OTHER POSITIONS Tour Guy Bartender Eventmaker Satisfaction Supervisor (Night Shift) 'LIGHT WEIGHT' POSITIONS!

32. MAKE IT TANGIBLE Hostel staff makes you want to stay there. Thank you Mike. ’ Jane Hostel is great. Mike will make sure your stay is fun. ’ John GET RATING. GET PAID. Setting goals motivates Recognition motivates Goals direct attention Goals increase persistence and effort Goals encourage plans

33. AFFORDABLE & ACCESSIBLE

34. ACCESSIBLE 68% responses: They contact us Website and Facebook add will do Determine the positions & needs Anticipate & schedule

35. AFFORDABLE 98% hostels pay with the accommodation 63% breakfast „Volunteers cost as much as bed they sleep on.”

36. AFFORDABLE „Volunteers cost as much as bed they sleep on.” True only when occupancy litterally 100% If you have 95% monthly occupancy in a 70 bed hostel you have avg. 3.5 beds for volunteers daily. Volunteers usually cost less than a bed price!

37. OPPORTUNITY COST Empty bed ’73% of hostels would like to have more staff if possible’ Wasted opportunity for a better hostel

38. TAKEAWAYS! If you work with volunteers: Make sure that you allocate them efficiently. Use their energy and their strengths. Be realistic about the goals and expectations. Craft full-time positions for volunteers to turn an average benefit to an outstanding one.

39. TAKEAWAYS! If you don’t work with volunteers yet, do! There are people who are willing to make your property shine with way higher enthusiasm than paid workers for way less.

40. TAKEAWAYS! If you think you don’t need volunteers, re-think it! Volunteers make the hostel better. Volunteers offer something what long-term staff simply does not.

41. THANK YOU! QUESTIONS?