Guest Services Supervisor | Hospitality

Join Our Team as a Guest Service Supervisor at HI USA Boston Hostel!      

Love meeting travelers from around the world and creating unforgettable guest experiences? Hostelling International USA is looking for a Guest Services Supervisor to join our energetic team at the Boston hostel! In this leadership role, you'll oversee daily front desk operations, support and coach the Guest Services team, and help ensure our hostel runs smoothly every day.

We're looking for a proactive, customer-focused leader who enjoys solving problems, taking initiative, and creating a welcoming environment for guests from around the world. If you're ready to grow your hospitality career in a vibrant, international setting, we'd love to hear from you!

Position Details:      

Pay: $21.00–$21.85 per hour, DOE

Type: Full time, benefits eligible  

Benefits: Medical, dental, vision, disability, vacation, sick leave, commuter benefits, Health Reimbursement Arrangement (HRA), Flexible Spending Accounts (FSA), 403b with company match, and more (New Hire waiting periods apply). 

Perks: 

• Free stays at HI USA hostels (subject to availability)
• Discounts on hundreds of popular brands
• Commuter benefits toassistwith transit and parking costs
• Pet insurance
• Employee Assistance Program (EAP)
• Paid on-the-job training
• Opportunities for career growth within HI USA
• Friendly, inclusive, and mission-driven work environment

Responsibilities:      

• Supervise Guest Services staff and provide coverage during staffing shortages.
• Ensure bank deposits are completed accurately andmaintainthesafe, providing change as needed.
• Review and complete daily paperwork, reports, cash reconciliation, and shift documentation.
• Welcome, register, orient, andassistguests while providing exceptional customer service.
• Process individual and group reservations by phone, email, and reservation systems.
• Conduct hostel tours and promote HI USA memberships, programs, and local attractions.
• Encourage guest feedback and help resolve concerns professionally and efficiently.
• Maintain a safe and secure environment by following hostel policies and procedures.
• Support hostel operations byassistingwith light housekeeping, laundry, food preparation, inventory, bookkeeping, or other operational tasks as needed.
• Provide overnight on-call support in emergency situations when scheduled.
• Use sound judgment to prioritize tasks, solve problems, and support daily hostel operations with minimal supervision.
• Assistwithadditionalprojects and operationalneeds asassigned by management.
• Champion HI USA's mission:
  "To help all, especially the young, gain a greater understanding of the world and its people throughhostelling."

Skills/Qualifications:      

• 2+ years of customer service, hospitality, or supervisory experience
• Strong leadership, communication, and organizational skills
• Experience handling cash accurately
• Ability to manage multiple priorities in a fast-paced environment
• Experience with reservation systems or the ability to quickly learn new software
• Strong conflict resolution and problem-solving skills
• Comfortable using Microsoft Office and other computer applications
• Willingness to work evenings, weekends, and holidays
• First Aid and CPR certification preferred (training available)
• Bilingual or multilingual skills are a plus

Physical Requirements:  

• Regularly sit, use hands, and perform repetitive motions
• Frequently stand, walk, talk, and hear
• Occasionally climb, balance, and lift or move up to 50 pounds
• Ability to perform close work and adjust focus as needed
• Work is performed in a moderate noise environment

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!    

Want to see what a day in the life at HI USA looks like? Follow us on TikTok!