Guest Services Lead

Love meeting travelers from around the world and creating unforgettable guest experiences? Hostelling International USA is looking for a Guest Services Lead to join our energetic team at the Boston hostel! In this key role, you’ll oversee front desk operations, support the Guest Services staff, and assist the management team to keep things running smoothly. We’re looking for a proactive problem-solver who thrives on tackling challenges, taking initiative, and ensuring every guest feels welcomed and at home. If you’re ready to bring your energy and leadership skills to a vibrant, international environment, we’d love to hear from you!

Position Details:

Pay: $19.80-20.35 per hour

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 other HI USA hostels (subject to availability)
• Discounts on hundreds of brands
• Commuter benefits to assist with transit and parking costs
• Pet insurance
• Access to Employee Assistance Programs (EAP)
• On-the-job training
• Opportunities for growth within HI USA
• Friendly and inclusive work environment

Responsibilities:

• Supervise Front Desk staff and provide coverage in case of staffing shortages.
• Ensure all bank deposits are made and maintain the safe, providing change as needed.
• Complete daily paperwork for each shift, including records of overnight fees, sales, and rentals.
• Welcome, register, and orient guests with cultural sensitivity and address language barriers.
• Take individual and group reservations by phone, email, or online system in a friendly, accurate, and efficient manner.
• Conduct hostel tours and encourage guest feedback to enhance their experience.
• Ensure the security and safety of the hostel, guests, and staff by following hostel procedures.
• Promote HI USA memberships, the hostel, and local attractions to guests and visitors.
• Uphold the mission of HI USA: “To help all, especially the young, gain a greater understanding of the world and its people, through hostelling.”
• Perform various tasks such as laundry, cleaning, bookkeeping, and food preparation.
• Provide overnight, on-call assistance in case of emergencies.
• Use your problem-solving skills to assess situations and prioritize tasks independently, ensuring everything runs smoothly.
• Complete additional tasks or projects assigned by management.

Skills/Qualifications:

• 2 years of customer service and/or hospitality experience
• Strong organizational skills with the ability to handle multiple tasks and projects simultaneously
• Accurate cash handling and receipt recording
• Proficient in reservation systems or ability to quickly learn
• Effective conflict resolution skills, able to act in a crisis and escalate when necessary
• Computer literate, familiar with WINXP, MS Word, Excel, and Outlook
• Willingness to work evenings, weekends, and holidays as required
• First Aid and CPR certification preferred; training can be provided
• Ability to speak a second language is a plus

Physical Requirements:

• Regularly sit, use hands and arms
• Frequently stand, walk, talk, hear
• Occasionally climb, balance, lift/move up to 50 pounds
• Vision: close, peripheral, color, depth perception, adjust focus
• Moderate noise level

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!