Front Desk Supervisor | Overnight Shift

Guest Service Associate Supervisor

Join Our Team at HI USA New York City Hostel! Would you love to interact with travelers from all around the world and welcome them to your city? Join Hostelling International USA at our vibrant NYC hostel, located in the Upper West Side. 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 policy.

In addition to front desk responsibilities, the Guest Service Supervisor is primarily 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: $22.00 $23.00 per hour (+$1 shift differential for overnight shifts)

Shifts: Overnight (12am-8:30am)

Type: Full-time, benefit-eligible

Benefits: Medical, dental, vision, disability, vacation, sick leave, 403b 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 cover shifts as needed
• Ensure daily paperwork is completed accurately for all shifts
• Make bank deposits, open/close the safe, and provide change as needed
• Welcome, register, orient, and supervise guests, including group orientations with cultural sensitivity
• Handle individual and group reservations via telephone, email, or online
• 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 overnight fees, sales, and rentals
• Assist with laundry, cleaning, bookkeeping, and food preparation as needed
• Provide information on HI memberships, the hostel, and local area to guests
• Promote HI USA's mission: "To help all, especially the young, gain a greater understanding of the world and its people, through hostelling "
• Provide overnight, on-call assistance for emergencies
• Perform other duties as assigned by management

Skills/Qualifications:

• 2 years of customer service/hospitality experience
• Previous supervisory or shift lead experience preferred
• Ability to handle cash and record receipts accurately
• Strong organizational skills; able to manage multiple tasks/projects simultaneously
• Knowledge of or ability to master reservation systems/methods
• Excellent communication and conflict resolution skills; able to act effectively in a crisis and escalate when needed
• Computer literacy (MS Word, Excel, Outlook)
• Willingness to work evenings, overnights, weekends, and holidays as required
• Preferred: First Aid and CPR certification (training can be provided)
• Ability to speak a second language a plus
• F-53 and F-07 certification or ability to obtain

Physical Requirements:

- Regularly required to sit, 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, 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 and creating memorable experiences, apply today to join our team.

Hostelling International USA (HI USA)