Guest Services Supervisor

2 weeks 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 lead our front desk operations at our vibrant hostel.

Key Responsibilities:
  • Supervise a team of Guest Service Associates (GSAs) to ensure outstanding customer service and efficient front desk management.
  • Assist in recruiting and training GSAs, fostering a culture of excellence.
  • Utilize effective communication strategies to facilitate smooth departmental operations and collaboration among team members.
  • Oversee the accuracy of night audits and reservation processes, directly managing staff in these areas.
  • Address guest concerns and feedback to enhance overall satisfaction.
  • Ensure precise billing for all guest accounts in a timely manner.
  • Conduct thorough performance evaluations and maintain necessary documentation for team members.
  • Manage departmental inventory and equipment procurement to meet operational needs.
  • Implement regular service reviews to uphold performance standards.
  • Encourage a positive work environment through consistent recognition and reward programs.
  • Develop and execute departmental objectives in alignment with the General Manager's vision.
  • Facilitate daily briefings, weekly meetings, and monthly staff gatherings to promote effective communication.
  • Complete and file incident reports as required for any occurrences.
  • Perform additional duties or special 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 and solution-oriented.
  • Genuine enthusiasm for hospitality and guest relations.
  • Ability to interact with guests from various backgrounds with patience and understanding.
  • Proven leadership skills to inspire and motivate a team.
  • Strong decision-making capabilities.
  • Effective presentation and communication skills.
  • Numerical proficiency for calculations related to discounts, commissions, and taxes.
  • Creative problem-solving abilities.
  • Willingness to work flexible hours, including evenings, weekends, and holidays.
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 a plus.
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 the ability to lift and move 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.



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