Guest Services Supervisor – Hostel Front Desk Lead

American Youth Hostels; San Francisco (CA); On-site; USD 30,000 - 32,000; Full time

Benefits offered by this job

Free stays at HI USA hostels

Discounts on brands

On-the-job training

Growth opportunities

Friendly work environment

Job summary

Hostelling International USA in San Francisco is seeking a Guest Service Supervisor to lead the front desk team and ensure smooth operations. You will manage shift coverage, supervise staff, and handle deposits while delivering friendly service to travelers from around the world.

The role requires strong customer service, supervisory experience, and knowledge of reservation systems. Benefits include health coverage, retirement options, and opportunities for growth within HI USA.

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 elevate when needed.
• 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.

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

Customer service

Supervisory experience

Cash handling

Record keeping

Reservation systems

Conflict resolution

MS Word/Excel/Outlook

Flexible schedule

Second language

Education

Associate’s degree

Tools

Reservation systems

MS Office (Word/Excel/Outlook)

Job description

Hostelling International USA in San Francisco is seeking a Guest Service Supervisor to lead the front desk team and ensure smooth operations. You will manage shift coverage, supervise staff, and handle deposits while delivering friendly service to travelers from around the world.

The role requires strong customer service, supervisory experience, and knowledge of reservation systems. Benefits include health coverage, retirement options, and opportunities for growth within HI USA.