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Guest Services Supervisor

3 months ago

San Diego, United States Hostelling International USA Full time
Job DescriptionJob Description

Summary: In addition to front desk responsibilities, the guest services supervisor is primarily responsible for supervising front desk staff, covering shift shortages as needed and ensuring the daily paperwork for all shifts is completed, making bank deposits, opening the safe and providing change.

Responsibilities:
• Supervise Front Desk staff and cover for any absences/shortages in staffing schedule
• Ensure all bank deposits are made
• Open/close the safe and provide change as needed
• Ensure all daily paperwork is completed for each shift
• Welcome, register, orient and supervise guests, and provide group orientations in a friendly and positive manner, while being mindful of cultural differences
and possible language barriers
• Take individual and group reservations by telephone, e-mail, or via an online system, in a friendly, accurate and efficient manner
• Conduct hostel tours
• Encourage and collect guest comments and feedback
• Follow hostel procedures, ensuring the security and safety of the hostel, hostel property, guests, guests’ property, and fellow employees
• Promote and provide information on HI memberships, the hostel, and the local area to guests and visitors in person, over the telephone, and via e-mail
• Promote the mission of HI USA: “To help all, especially the young, gain a greater understanding of the world and its people, through hostelling”
• Accurately maintain all shift reports, logs, and necessary daily paperwork, including a record of overnight fees, sale of goods, and rentals
• Perform laundry, cleaning, bookkeeping, food preparation, and other duties and tasks as needed
• Provide overnight, on-call assistance in case of emergencies
• Other duties or projects as assigned by management

Skills/Qualifications:
• Associates degree and 2 years of customer service experience, or equivalent experience
• Ability to handle cash and record receipts without error
• Excellent organizational skills and ability to manage multiple tasks/projects simultaneously
• Knowledge of or ability to master reservation systems/methods
• Conflict resolution skills and ability to act effectively in a crisis, escalating to management when necessary
• First Aid and CPR certification preferred; training can be provided
• Computer literacy and familiarity with WINXP, MS Word, Excel, and Outlook preferred
• Must be willing to work evenings, weekends, and holidays as schedule requires
• Ability to speak a 2nd language a plus

Physical Demands and Work Environment:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


While performing the duties of this job, the employee is regularly required to sit and use hands and arms. The employee is frequently to stand, walk, talk, and hear. The employee is occasionally required to climb or balance.The employee must regularly lift and/or move up to 50 pounds. Specific vision abilities required by this job include close and peripheral vision, color vision, depth perception, and the ability to adjust focus.The noise level in the work environment is usually moderate.