Front Office Manager | Hospitality

Join Our Team as a Front Office Manager at HI USA!  

Are you a passionate leader ready to create unforgettable guest experiences? Do you thrive in a vibrant, fast-paced setting and love guiding a team to new heights? Join Hostelling International USA as the Front Office Manager at HI New York City, our flagship hostel! In this dynamic role, you’ll lead and inspire our guest services team—taking charge of hiring, training, scheduling, and daily operations at the front desk. Dive into a career where each day brings new opportunities to make travelers’ journeys extraordinary, and be ready to jump into action alongside your team to keep operations running seamlessly.

Position Details:   

Pay: $58,000 – 70,000 per year

Type: Salaried, benefit-eligible   

Benefits: Medical, dental, vision, disability, vacation, sick leave, 403b with company match, and more (New Hire waiting periods apply).   

Perks:   

• On-the-job training
• 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 manage the guest services (front desk) team, including managers, supervisors, night auditors, and associates.
• Oversee hiring, onboarding, training, scheduling, and performance management for the front desk team.
• Ensure the front desk operates smoothly, covering frontline shifts as needed to support the team and operations.
• Provide ongoing feedback, coaching, and recognition to team members to maintain a positive, inclusive work environment.
• Optimize occupancy and room revenue by monitoring bed and room inventory in collaboration with revenue management.
• Oversee the night audit process and ensure accurate billing for all guest accounts.
• Manage guest feedback, addressing complaints and improving satisfaction where necessary.
• Maintain guest services systems (incoming packages, lost and found, luggage storage).
• Ensure inventory of front office supplies, merchandise, and equipment is maintained within budget and ensure proper working order of equipment (printers, computers, credit card machines, etc.).
• Lead safety committee meetings and ensure compliance with FDNY certifications and regulations.
• Conduct and document thorough investigations of guest or staff incidents, and manage property camera surveillance equipment.

Skills/Qualifications:   

• Bachelor’s degree or 3-5 years of related hospitality management experience, with a focus on team leadership.
• 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.
• Successful candidates do not need to initially have FDNY certifications but must be willing and able to obtain them within the first six months of employment.

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. We are a nonprofit organization dedicated to making travel accessible and fostering cultural understanding. Apply today to make a difference 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!   

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