What are the responsibilities and job description for the Guest Services Supervisor position at Hostelling International USA?

Job Description

At HI USA, we're all about fostering connections and creating unforgettable experiences for travelers worldwide. Our Santa Monica hostel, nestled on 2nd St, offers the perfect blend of coastal charm and vibrant energy.

The Role :

As a Guest Services Supervisor, you'll play a pivotal role in ensuring every guest's stay is nothing short of extraordinary. In addition to front desk responsibilities, the Guest Services Supervisor is primarily responsible for supervising front desk staff, covering shift shortages as needed and ensuring the daily paperwork for all shifts is completed, making bank deposits, opening the safe and providing change.

Schedule / Availability :

Must be able to work Saturday, Sunday, and Monday
Must be able to complete a full time work schedule, consisting of eight-hour shifts, five days a week
Must be able to cover a range of shifts; morning, afternoon, overnight

Responsibilities :

Lead and inspire our Front Desk team, ensuring smooth operations and covering any staffing gaps as needed.

Handle all bank deposits and manage daily paperwork to keep things running seamlessly.

Extend a warm welcome to guests, providing them with valuable information and guidance during their stay.

Manage reservations with efficiency and accuracy, whether it's over the phone, via email, or through our online system.

Conduct engaging hostel tours, room checks, and assist with the check-out process.

Gather guest feedback to continually enhance our services and offerings.

Uphold hostel policies and procedures to ensure the safety and security of guests and staff.

Share insights about HI memberships, local attractions, and activities to enhance the guest experience.

Embrace and promote HI USA's mission of fostering cultural understanding through hostelling.

Maintain meticulous records of shift reports, transactions, and rentals.

Assist with various tasks including laundry, cleaning, and lost and found processing.

Be available for overnight, on-call assistance in case of emergencies.

Embrace any additional duties or projects assigned by management with enthusiasm and dedication.

Skills / Qualifications :

Associate degree and 2 years of customer service experience, or equivalent background.

Proficiency in cash handling and record-keeping.

Exceptional organizational skills with the ability to juggle multiple tasks.

Familiarity with reservation systems and methods.

Strong conflict resolution skills and crisis management abilities.

First Aid and CPR certification preferred (training provided if needed).

Comfortable with computer software like WINXP, MS Word, Excel, and Outlook.

Availability to work weekends, evenings, and holidays as needed.

Fluency in a second language is a plus.

Physical Demands and Work Environment :

This role requires a mix of sitting, standing, and movement. You'll be interacting with guests and handling various tasks to ensure a seamless experience. While the work environment may be bustling, it's also filled with warmth and camaraderie, making each day a rewarding adventure!

Ready to embark on this exciting opportunity in sunny Santa Monica? Apply now and become a key player in creating unforgettable memories at HI USA!

Schedule / Availability :

Must be able to work Saturday, Sunday, and Monday

Must be able to complete a fulltime work schedule, consisting of eight-hour shifts, five days a week

Must be able to cover a range of shifts; morning, afternoon, overnight

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