Front Desk Supervisor | PM/Overnight Shift

American Youth Hostels•New York, NY

5d•Onsite

About The Position

Join Hostelling International USA at our vibrant NYC hostel, located in the Upper West Side, as a full-time Guest Service Supervisor. This role is key in creating a welcoming atmosphere and ensuring the reception desk runs smoothly, efficiently, and in accordance with hostel policy. In addition to front desk responsibilities, the Guest Service Supervisor is primarily responsible for supervising the Guest Service team, supporting staff coverage when needed, and ensuring accuracy in daily paperwork, deposits, and shift operations.

Requirements

2 years of customer service/hospitality experience
Ability to handle cash and record receipts accurately
Strong organizational skills; able to manage multiple tasks/projects simultaneously
Knowledge of or ability to master reservation systems/methods
Excellent communication and conflict resolution skills; able to act effectively in a crisis and escalate when needed
Computer literacy (MS Word, Excel, Outlook)
Willingness to work evenings, overnights, weekends, and holidays as required

Nice To Haves

Previous supervisory or shift lead experience preferred
Preferred: First Aid and CPR certification (training can be provided)
Ability to speak a second language a plus
F-53 and F-07 certification or ability to obtain

Responsibilities

Supervise Guest Service staff and cover shifts as needed
Ensure daily paperwork is completed accurately for all shifts
Make bank deposits, open/close the safe, and provide change as needed
Welcome, register, orient, and supervise guests, including group orientations with cultural sensitivity
Handle individual and group reservations via telephone, email, or online
Conduct hostel tours and gather guest feedback
Follow procedures to ensure the safety and security of the hostel, guests, and staff
Maintain shift reports, logs, and daily paperwork, including overnight fees, sales, and rentals
Assist with laundry, cleaning, bookkeeping, and food preparation as needed
Provide information on HI memberships, the hostel, and local area to guests
Promote HI USA’s mission: “To help all, especially the young, gain a greater understanding of the world and its people, through hostelling”
Provide overnight, on-call assistance for emergencies
Perform other duties as assigned by management