Job Description
Job Description
Join Our Team as a Front Office Manager at HI USA!
Are you passionate about delivering exceptional guest experiences? Do you thrive in a dynamic, fast-paced environment? Join Hostelling International USA and play a key role in shaping unforgettable stays for travelers from all over the world! HI New York City is a vital part of the HI USA hostel network, and we're currently seeking a Front Office Manager to lead our guest services team.
Position Details:
Pay:$60,000 - $73,000, DOE
Type: Salaried, benefit-eligible
Benefits: Medical, dental, vision, disability, vacation, sick leave, 403b with company match, and more (New Hire waiting periods apply).
Perks:
- A supportive work environment with opportunities for growth
- Free stays at other HI USA hostels (subject to availability)
- Discounts on hundreds of brands
- Friendly and inclusive work environment
Responsibilities:
- Lead and own all front desk (guest services) operations, setting the standard for exceptional guest experiences and holding the team accountable to consistent, high-quality service
- Coach, develop, and actively engage the team—managers, supervisors, night auditors, and associates—through hands-on leadership, clear expectations, and ongoing feedback
- Oversee hiring, onboarding, training, scheduling, and performance management, ensuring a strong, reliable, and service-driven team
- Maintain a visible, proactive presence in daily operations, stepping in as needed to cover shifts, support the team and ensure smooth, efficient service at all times
- Take ownership of the full guest journey—proactively addressing feedback, resolving concerns, and continuously improving the overall guest experience
- Monitor occupancy, bed, and room inventory in partnership with revenue management to optimize utilization and revenue
- Ensure accuracy and accountability in all front desk financial processes, including oversight of night audit and guest billing
- Establish, maintain, and continuously improve standard operating procedures (SOPs) and service standards
- Oversee front desk systems and operations, including packages, lost and found, luggage storage, and marketplace readiness
- Manage inventory, supplies, and equipment to ensure readiness, cost control, and proper working condition
- Lead with accountability for safety and compliance, ensuring all required certifications (FDNY F53, Security Guard, etc.) are obtained, maintained, and up to date
- Facilitate safety practices, including leading safety committee efforts and ensuring adherence to all regulatory requirements
- Conduct and document thorough, timely investigations of incidents and oversee use of security and surveillance systems
Skills/Qualifications:
- Bachelor's degree or 3-5 years of related hospitality management experience.
- Strong organizational skills and the ability to manage multiple tasks.
- Conflict resolution skills and the ability to act effectively in crisis situations.
- Experience with Microsoft Office Suite and Property Management Systems.
- Must be willing to work evenings, weekends, and holidays as required.
Physical Requirements:
- Regularly required to sit, stand, walk, reach with hands and arms
- Occasionally required to climb, balance, stoop, or crouch
- Must be able to lift and move up to 50 pounds
- Vision abilities required: close, peripheral, color vision, depth perception, and the ability to adjust focus
- Noise level in the work environment is usually moderate
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 deeper understanding of the world and its people through affordable travel opportunities. If you're passionate about hospitality and creating exceptional guest experiences, apply today to join our team as a Front Office Manager at HI New York City!
Want to see what a day in the life at HI USA looks like? Follow us on TikTok!