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Guest Services Supervisor

2 months ago

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

Are you enthusiastic about providing exceptional service to guests from diverse backgrounds? Hostelling International USA is seeking a dedicated Guest Services Manager to oversee our vibrant hostel environment.

Key Responsibilities:
  • Supervise a team of Guest Service Associates (GSAs) to ensure outstanding customer service and efficient front desk operations.
  • Participate in the recruitment process and lead training initiatives for GSAs.
  • Utilize effective communication strategies to facilitate smooth departmental operations and collaboration among team members.
  • Oversee the night audit and reservation processes, ensuring accuracy and efficiency.
  • Address guest concerns and feedback to enhance overall satisfaction.
  • Manage billing processes for guest accounts to ensure timely and accurate transactions.
  • Conduct performance evaluations and maintain necessary documentation for team members.
  • Monitor departmental inventory and manage supply purchases to maintain operational standards.
  • Implement regular service reviews to uphold performance consistency.
  • Encourage a positive work environment through recognition and reward programs.
  • Plan and execute departmental objectives in alignment with the General Manager's vision.
  • Facilitate daily briefings and regular meetings to ensure effective communication within the team.
  • Complete and file incident reports as necessary for any workplace occurrences.
  • Perform additional duties or special projects as assigned by management.
Qualifications:
  • 3-5 years of relevant experience in hospitality management.
  • Strong organizational skills with the ability to manage multiple priorities.
  • Proficient in conflict resolution and crisis management.
  • Self-motivated with a focus on solutions.
  • Passionate about enhancing the guest experience.
  • Ability to engage with guests from various cultural backgrounds with patience and understanding.
  • Proven leadership skills to inspire and motivate a team.
  • Sound decision-making capabilities.
  • Effective presentation and communication skills.
  • Numerical proficiency for handling financial transactions.
  • Creative problem-solving abilities.
  • Willingness to work flexible hours, including evenings, weekends, and holidays.
Preferred Qualifications:
  • Bachelor's Degree in a related 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 & Dependent Care.
  • Employer-paid Life and Disability Insurance.
  • Paid Vacation Days and Sick Leave.
  • Floating Holidays.
Work Environment:

The physical demands of this role require regular sitting, standing, and walking, along with the ability to lift and move items up to 50 pounds. The work environment is typically moderate in noise level, and reasonable accommodations may be made for individuals with disabilities.