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Guest Services Supervisor

2 months ago

Boston, Massachusetts, United States Hostelling International USA Full time
Job Overview

Are you passionate about providing exceptional service to guests from diverse backgrounds? Hostelling International USA is seeking a dedicated Guest Services Manager to oversee our front desk operations and enhance guest experiences.

Key Responsibilities:
  • Manage a team of Guest Service Associates (GSAs) to ensure outstanding customer service and efficient front desk operations.
  • Lead the recruitment, training, and development of GSAs to foster a skilled and motivated team.
  • Utilize effective communication strategies to facilitate smooth departmental operations and teamwork.
  • Supervise night audit and reservation processes, ensuring accuracy and compliance.
  • Address guest concerns and feedback to elevate overall satisfaction levels.
  • Oversee accurate billing processes for all guest accounts.
  • Conduct thorough performance evaluations and maintain essential documentation for team members.
  • Manage departmental inventory and ensure the availability of necessary supplies and equipment.
  • Perform regular service reviews to uphold performance standards.
  • Implement recognition programs to cultivate a positive work environment.
  • Coordinate departmental objectives in alignment with organizational goals.
  • Facilitate regular meetings to ensure effective communication within the team.
  • Complete incident reports as necessary for various occurrences.
  • Undertake additional tasks or projects as assigned by management.
Qualifications:
  • 3-5 years of experience in hospitality management or related fields.
  • Strong organizational skills with the ability to manage multiple tasks effectively.
  • Proficient in conflict resolution and crisis management.
  • Self-motivated with a focus on solutions.
  • Committed to enhancing the guest experience.
  • Exhibit patience and understanding when engaging with guests from various cultures.
  • Proven leadership skills with the ability to inspire a team.
  • Effective decision-making capabilities.
  • Ability to present information clearly and respond to inquiries.
  • Competence in basic financial calculations.
  • Creative problem-solving abilities.
  • Willingness to work flexible hours, including evenings and weekends.
Preferred Qualifications:
  • Bachelor's Degree in a relevant field.
  • Experience in hospitality operations and management.
  • Familiarity with Property Management Systems.
  • Proficiency in a foreign language is an advantage.
Benefits:
  • Comprehensive Health, Vision, and Dental Insurance with Family Coverage Options.
  • 403B Retirement Plan with Employer Matching.
  • Flexible Spending Accounts for Health and Dependent Care.
  • Employer-paid Life and Disability Insurance.
  • Paid Vacation Days and Sick Leave.
  • Floating Holidays.
Work Environment:

The physical demands of this role include regular sitting, standing, and the ability to lift up to 50 pounds. Reasonable accommodations may be made for individuals with disabilities to perform essential job functions. The work environment is typically moderate in noise level.