Guest Relation / Customer Service Employee (m/f/x)

as of now - fulltime - in 20097 Hamburg, Germany


As Europe's largest Hostel chain a&o is simple, diverse and always with a smile. We push our mission "everyone can travel" through affordable prices and constant growth. By 2025, the company wants to be the first European hostel chain to be CO2 net zero - reducing its own ecological footprint to a minimum and offsetting the rest.
Since its foundation, a&o Hostels has seen itself as an employer whose teams are formed regardless of origin, gender, sexual orientation, religion or ethnicity.

To support our teams at the a&o Hostel Hamburg Hauptbahnhof we are looking for YOU - a service-oriented and independently working Customer Service Employee (m/f/x).

We are also happy to consider applications as a Receptionist; Guest Relation Manager; Service Employee; Host; Salesperson or career changer who enjoys the hotel business and dealing with guests.


  • You are the contact person for guests in the lobby and assist them with words and deeds.
  • You welcome our arriving groups, e.g. school classes, and familiarise them with the customs and procedures in the hotel.
  • You are responsible for finding solutions to any complaints that may arise.
  • For large arrivals, you will support the guests at the self-check-in and with the check-in preparation formalities.
  • You will be responsible for greeting and assisting guests at breakfast.
  • You actively collect guest feedback and encourage our guests to provide feedback in the online rating portals.
  • You are responsible for the regular monitoring of the online rating portals
All in all, you are responsible for ensuring that the guests' stay with us is as smooth as possible and for assisting them in case of problems



  • You have experience or a completed training in the hotel industry or Customer Service
  • You are a communicative person and have a positive charisma
  • Of course, you are driven by a great sense of responsibility for the tasks assigned to you.
  • You enjoy dealing with guests - and you show it, regardless of the time of day or night
  • You are characterised by an independent way of working and the ability to work in a team.
  • A high degree of commitment and independence are a matter of course for you
  • You have a very good command of German and English - of course, we are happy to hear any other language you speak.



  • Staff members stays for 1 Euro in all a&o hostels
  • attractive corporate benefits such as discounted leisure activities and events
  • subsidized language courses
  • Subsidized company pension scheme
  • 100% coverage of your public transport costs (job ticket)
  • support for your further education in the form of various trainings
  • Of course we provide drinks, fruit and vegetables on a daily basis – and as hostel staff you can join your team for the meals served at the buffet
  • Seniority bonuses in the form of cash bonuses and additional vacation days
  • room for the implementation of own ideas
  • Short decision-making processes and open communication


We are very happy to receive your application (resume, cover letter, desired salary, earliest possibly starting-date).


Thomas Kowalski
General Manager