Guest Services Supervisor

Job Description

Job Description

Join Our Team as a Guest Service Supervisor at HI USA San Francisco Downtown Hostel!

Would you love to interact with travelers from all around the world and welcome them to San Francisco? Join Hostelling International USA at our San Francisco Downtown hostel. We are currently accepting applications for a full-time Guest Service Supervisor who will play a key role in creating a welcoming atmosphere while ensuring the reception desk runs smoothly, efficiently, and in accordance with hostel policies.

In addition to front desk responsibilities, the Guest Service Supervisor is responsible for supervising the Guest Service team, supporting staff coverage when needed, and ensuring accuracy in daily paperwork, deposits, and shift operations.

Position Details

Pay: $22.15 - 23.50 per hour

Type: Full-time, benefit-eligible

Benefits: Medical, dental, vision, disability, vacation, sick leave, 403(b) with company match, and more (new hire waiting periods apply).

Perks

• Free stays at other HI USA hostels (subject to availability)
• Discounts on hundreds of brands
• On-the-job training
• Opportunities for growth within HI USA
• Friendly and inclusive work environment

Responsibilities

• Supervise Guest Service staff and provide shift coverage as needed
• Ensure daily paperwork is completed accurately for all shifts
• Make bank deposits, open and close the safe, and provide change as needed
• Welcome, register, and orient guests, including providing group orientations with cultural sensitivity
• Handle individual and group reservations via telephone, email, and online systems
• Conduct hostel tours and gather guest feedback
• Follow procedures to ensure the safety and security of the hostel, guests, and staff
• Maintain shift reports, logs, and daily paperwork, including fees, sales, and rentals
• Assist with laundry, cleaning, bookkeeping, and food preparation as needed
• Provide guests with information about HI memberships, the hostel, and the local area
• Promote HI USA’s mission: “To help all, especially the young, gain a greater understanding of the world and its people, through hostelling”
• Perform other duties as assigned by management

Skills/Qualifications

• Associate’s degree and 2 years of customer service experience, or equivalent experience
• Previous supervisory or shift lead experience preferred
• Ability to handle cash and record receipts accurately
• Strong organizational skills with the ability to manage multiple tasks and projects simultaneously
• Knowledge of or ability to master reservation systems and methods
• Excellent communication and conflict-resolution skills, with the ability to act effectively in a crisis and escalate when needed
• Computer literacy, including MS Word, Excel, and Outlook
• Willingness to work a flexible schedule, including weekends and holidays as required
• First Aid and CPR certification preferred (training can be provided)
• Ability to speak a second language is a plus

Physical Requirements

• Ability to work at a computer and view a screen for extended periods of time
• Regularly required to sit and use hands and arms
• Frequently required to stand, walk, talk, and hear
• Occasionally required to climb or balance
• Must be able to lift and move up to 50 pounds
• Specific vision abilities required: close, peripheral, and color vision, depth perception, and the ability to adjust focus
• Noise level in the work environment is usually moderate

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We Make a Difference!

At HI USA, we celebrate diversity and welcome individuals of all backgrounds. As a nonprofit organization, we help people, especially the young, travel on a budget to foster a greater understanding of the world and its people through affordable travel opportunities.

If you're passionate about hospitality, supporting a team, and creating memorable experiences for travelers, apply today to join us as a Guest Service Supervisor at HI USA San Francisco Downtown.

Check out our Instagram to see our vibe and learn more about our mission!