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About the Role

HI USA San Francisco Downtown is seeking a full-time Guest Service Supervisor to create a welcoming atmosphere and ensure efficient reception operations. This role involves supervising the Guest Service team, supporting staff coverage, and maintaining accuracy in daily operations.

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

Requirements

• 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 escalate when needed
• Computer literacy, including MS Word, Excel, and Outlook
• 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
• Ability to work at a computer and view a screen for extended periods of time
• Regularly required to sit and 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, and color vision, depth perception, and the ability to adjust focus

Skills

• Customer service
• Supervisory experience
• Cash handling
• Record keeping
• Organizational skills
• Task management
• Project management
• Reservation systems
• Communication skills
• Conflict resolution
• Crisis management
• Escalation
• MS Word
• MS Excel
• MS Outlook
• First Aid
• CPR
• Second language proficiency

Location

• San Francisco, CA

Work Type

• Full-time

Experience Level

• 2 years of customer service experience
• Previous supervisory or shift lead experience preferred

Education Level

• Associate’s degree

Salary/Compensations

• $22.15 - $23.50 per hour

Benefits

• Medical
• Dental
• Vision
• Disability
• Vacation
• Sick leave
• 403(b) with company match
• 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

About the Company

• HI USA is a nonprofit organization that helps people, especially the young, travel on a budget to foster a greater understanding of the world and its people through affordable travel opportunities.
• At HI USA, we celebrate diversity and welcome individuals of all backgrounds.

Equal Opportunity

• HI USA celebrates diversity and welcomes individuals of all backgrounds.