Guest Services Manager | Hostel

Job Description

Job Description

Would you love to interact with travelers from all around the world? Join Hostelling International USA and explore the endless possibilities and perks of being part of our Boston Hostel. We are currently accepting applications for a Guest Services Manager.

The guest services manager is responsible for managing and overseeing the guest services function at the hostel and ensuring overall guest satisfaction.

Responsibilities:

• Lead a team of Guest Service Associates (GSAs) to deliver excellent customer service and efficient front desk operations.
• Assist in the hiring and spearhead training and coaching of GSAs
• Use effective and professional communication to ensure that the department functions properly and that associates interface with one another for effective execution in planning and operations.
• Ensure the night audit and reservation functions are completed accurately. Directly supervise employees in those functions.
• Respond to guest complaints, issues, and feedback to improve the overall satisfaction level of the guests.
• Ensure timely and accurate billing of all guest accounts.
• Ensure the timely, accurate, and thorough completion of all associate performance evaluations and any other forms of documentation as they relate to performance.
• Oversee departmental inventory of supplies and equipment purchases and ensure that the department is sufficiently equipped to successfully perform to established standards.
• Conduct random daily service reviews to ensure consistency in performance standards.
• Employ consistent, effective methods and programs of reward and recognition to promote a positive working environment.
• Plan, coordinate, and execute departmental goals in accordance with those outlined by the General Manager.
• Conduct consistent daily associate shift briefings, weekly manager/supervisory meetings, and monthly staff meetings to ensure a consistent and effective flow of information within the department.
• Responsible for the completion and filing of incident reports as required for any injury, theft, burglary, accident, and other occurrences.
• Other duties or special projects as assigned by management.

Skills/Qualifications:

• 3-5 years of related hospitality management experience and/or training
• Excellent organizational skills and ability to manage multiple tasks and projects simultaneously
• Conflict resolution skills and ability to act effectively in a crisis
• Solution-oriented and a self-starter
• Passionate about hospitality and the guest experience
• Patience and understanding when interacting with guests from different backgrounds
• Ability to effectively lead and motivate a team
• Sound decision-making skills
• Ability to effectively present information and respond to questions
• Ability to calculate figures and amounts such as discounts, interest, commissions, tax, and percentages.
• Creative problem solving
• Must be willing to work evenings, weekends, and holidays, and cover shifts as required

Preferred:

• Bachelor's Degree
• Experience in hospitality operations, management experience
• Knowledge of Property Management Systems
• Ability to speak a foreign language a plus!

Benefits Include:

• Health/Vision/Dental Insurance w/Family Coverage Options
• 403B Retirement Plan with Employer Matching
• Health & Dependent Care Flexible Spending Accounts Available
• Employer paid Life/Disability
• Paid Vacation Days
• Paid Sick Days & Floating Holidays

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.