Guest Services Lead

Job Description

Job Description

Join Our Team as a Guest Services Lead at HI USA New Orleans Hostel!

Love meeting travelers from around the world and helping create unforgettable guest experiences? Hostelling International USA (HI USA) is looking for a Guest Services Lead to join our welcoming and energetic team at the HI New Orleans Hostel , located on the edge of the French Quarter.

As a Guest Services Lead , you’ll play a key role in keeping daily operations running smoothly, supporting our front desk team, and ensuring each guest feels at home. You’ll assist with training, administrative support, and resolving escalated guest issues — all while representing the positive and inclusive values of HI USA.

Position Details :

Pay : $14.00-14.28 per hour (+$1 shift differential for overnight shifts)

Shifts : Flexible availability to work a combination of AM and PM shifts required

Type : Full-time, benefit-eligible

Benefits : Medical, dental, vision, disability, vacation, sick leave, 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

Welcome, register, and orient guests, providing excellent service and cultural awareness.

Take individual and group reservations by phone, email, or online system accurately and efficiently.

Check guests in and out, give tours of the hostel, and assist with special requests or concerns.

Provide accurate and friendly communication in person, by phone, and via email.

Maintain guest safety and security, ensuring a welcoming environment for all.

Handle escalated guest issues with professionalism and empathy.

Support the Guest Services Supervisor with training, scheduling, and administrative tasks.

Conduct regular building walkthroughs to ensure common areas remain clean and presentable.

Collaborate with Housekeeping, Engagement, and Maintenance teams to support overall hostel operations.

Ensure shift paperwork and reports (daily logs, deposits, sales, and rentals) are completed accurately.

Participate in inventory management and assist with ordering supplies as needed.

Manage online guest reviews and reputation responses.

Promote the HI USA mission and sustainability practices with guests and team members.

Provide shift coverage during absences or emergencies as needed.

Complete other duties or special projects as assigned by management.

Skills & Qualifications

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

Strong organizational skills and ability to manage multiple priorities.

Excellent communication and problem-solving skills with a guest-centered approach.

Accurate cash handling and sales transaction experience.

Familiarity with reservation systems and online booking platforms.

Conflict resolution skills and the ability to act effectively in challenging situations.

Proficient with Microsoft Office 365 (Outlook, Teams, SharePoint, Excel, Word).

First Aid and CPR certification preferred (training available).

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

Fluency in a second language is a plus.

Physical Requirements

Regularly required to sit, stand, walk, talk, and hear.

Frequently use hands and arms; occasionally climb or balance.

Must be able to lift and / or move up to 50 pounds.

Must be able to maintain focus and adapt to moderate noise levels.

Reasonable accommodations may be made to enable individuals with disabilities to perform 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 affordably and gain a greater understanding of the world and its people.

If you’re passionate about hospitality, teamwork, and creating meaningful travel experiences, apply today to join our team!