Guest Services Supervisor | Hospitality

American Youth Hostels•Boston, MA

12h•$20 - $22•Onsite

About The Position

Hostelling International USA is looking for a Guest Services Supervisor to join their energetic team at the Boston hostel. This leadership role involves overseeing daily front desk operations, supporting and coaching the Guest Services team, and ensuring the smooth running of the hostel. The ideal candidate is a proactive, customer-focused leader who enjoys problem-solving, taking initiative, and creating a welcoming environment for international guests. This is an opportunity to grow a hospitality career in a vibrant, international setting.

Requirements

2+ years of customer service, hospitality, or supervisory experience
Strong leadership, communication, and organizational skills
Experience handling cash accurately
Ability to manage multiple priorities in a fast-paced environment
Experience with reservation systems or the ability to quickly learn new software
Strong conflict resolution and problem-solving skills
Comfortable using Microsoft Office and other computer applications
Willingness to work evenings, weekends, and holidays

Nice To Haves

First Aid and CPR certification preferred (training available)
Bilingual or multilingual skills are a plus

Responsibilities

Supervise Guest Services staff and provide coverage during staffing shortages.
Ensure bank deposits are completed accurately and maintain the safe, providing change as needed.
Review and complete daily paperwork, reports, cash reconciliation, and shift documentation.
Welcome, register, orient, and assist guests while providing exceptional customer service.
Process individual and group reservations by phone, email, and reservation systems.
Conduct hostel tours and promote HI USA memberships, programs, and local attractions.
Encourage guest feedback and help resolve concerns professionally and efficiently.
Maintain a safe and secure environment by following hostel policies and procedures.
Support hostel operations by assisting with light housekeeping, laundry, food preparation, inventory, bookkeeping, or other operational tasks as needed.
Provide overnight on-call support in emergency situations when scheduled.
Use sound judgment to prioritize tasks, solve problems, and support daily hostel operations with minimal supervision.
Assist with additional projects and operational needs as assigned by management.
Champion HI USA's mission: "To help all, especially the young, gain a greater understanding of the world and its people through hostelling."