Guest Services Supervisor - Hyatt Regency at Villa Christina

Job Description

Job Description

Position Summary

At Hyatt Regency Atlanta Perimeter at Villa Christina, exceptional hospitality begins with exceptional people. We are redefining hospitality through innovation, collaboration, and our People First culture.

We are seeking an engaged and service-focused Guest Service Supervisor who is committed to creating exceptional guest experiences while providing hands-on leadership and operational support to the Front Office team.

The Guest Service Supervisor oversees daily Front Desk and Guest Services activities, supports team members throughout the shift, responds to guest needs and concerns, and helps ensure Front Office operations are efficient, professional, secure, and aligned with hotel service standards.

Our Mission

Lead Exceptional Guest Experiences Through Service, Accountability, and Team Support.

Provide consistent Front Office leadership while ensuring guests receive prompt, courteous, and professional service throughout their stay.

Key ResponsibilitiesLead Front Office Operations

• Supervise daily Front Desk and Guest Services activities to support guest satisfaction and hotel operational goals.
• Oversee and participate in prompt, courteous, and accurate guest check-in and check-out.
• Review occupancy projections, anticipated arrivals, departures, VIP guests, special requests, and room activity to support effective shift operations.
• Ensure Front Desk and Guest Services coverage is appropriate based on business levels and operational needs.
• Complete and oversee assigned shift checklists and ensure required responsibilities are completed before the end of each shift.
• Maintain awareness of Front Desk, reservations, telephone operations, and Night Audit procedures.
• Perform Guest Service Representative, Reservation, Night Audit, or Telephone Operator duties when operationally necessary.
• Prepare shift reports and communicate relevant operational information to the Guest Services Manager and appropriate hotel leadership.

Deliver Exceptional Guest Service

• Create a welcoming, professional, and service-focused environment for guests.
• Address guest questions regarding hotel rooms, rates, amenities, services, and policies.
• Respond promptly and professionally to guest requests, compliments, concerns, and complaints.
• Research guest issues thoroughly and determine appropriate solutions using sound judgment and discretion.
• Remain calm, professional, and attentive during high-volume periods, difficult guest interactions, and emergency situations.
• Promote participation in hotel loyalty programs, guest-satisfaction surveys, and other guest-engagement initiatives.
• Monitor guest feedback and identify opportunities to improve the guest experience.
• Follow through on guest requests to help ensure needs and expectations are met.

Coach and Support the Guest Services Team

• Provide clear direction, guidance, and operational support to Front Desk and Guest Services team members.
• Assist with onboarding, training, and development of new Guest Service Representatives.
• Observe team-member performance and provide timely coaching and feedback.
• Encourage accountability, teamwork, professionalism, and continuous improvement.
• Support the Guest Services Manager with employee development and performance expectations.
• Model professional guest service and reinforce hotel standards during every shift.
• Help create a collaborative and respectful team environment.

Maintain Front Office Controls and Security

• Maintain room security through effective key-control procedures and established guest-security practices.
• Handle cash transactions accurately, make change, and maintain a balanced assigned house bank.
• Accept and properly record approved forms of payment.
• Count and reconcile cash and other payment methods at the end of the shift.
• Provide guests access to safety deposit boxes in accordance with established hotel procedures and maintain required access documentation.
• Ensure guest mail and messages are delivered promptly.
• Monitor Front Office activity and promptly escalate unusual or potentially concerning circumstances to appropriate leadership or Security.

Coordinate Hotel Operations

• Communicate effectively with Housekeeping, Engineering, Reservations, Security, Food & Beverage, and other hotel departments to support guest needs.
• Review out-of-order rooms, VIP rooms, special requests, and other relevant room-status information.
• Coordinate with Reservations regarding suites, special accommodations, and guest requests.
• Ensure important guest and operational information is communicated accurately from shift to shift.
• Follow up with appropriate departments to ensure guest requests and operational matters are resolved.
• Maintain effective communication with hotel leadership regarding significant guest concerns, operational issues, or unusual activity.

Support Safety, Compliance, and Hotel Standards

• Maintain safe working conditions within the Front Office and hotel.
• Follow company policies, hotel procedures, safety requirements, and applicable local, state, and federal laws and regulations.
• Respond appropriately during emergencies and follow established emergency procedures.
• Maintain confidentiality and appropriately handle guest and hotel information.
• Attend required meetings, training sessions, and departmental briefings.
• Project a professional and favorable image of the hotel in all guest, associate, and public interactions.
• Perform other duties as assigned by management.

What You Bring

• At least two years of  Front Desk or Guest Services experience in a hotel.
• Previous experience providing shift leadership, training, or supervisory support preferred.
• High school diploma or equivalent.
• Ability to provide clear direction and communicate effectively with guests, team members, and hotel leadership.
• Strong guest-service and problem-solving skills.
• Ability to analyze information, assess situations, and make effective judgments.
• Ability to remain calm and professional during high-volume operations, guest complaints, and emergency situations.
• Basic mathematical skills and the ability to complete cash-handling and reconciliation activities accurately.
• Ability to organize priorities and coordinate multiple operational needs during a shift.
• Working knowledge of hotel Front Office operations, including check-in, check-out, reservations, room inventory, and guest-service procedures.
• Ability to work collaboratively with multiple hotel departments.
• Proficiency with hotel property-management systems and standard office technology.
• Ability to maintain professional grooming and appearance standards.

Preferred

• Previous hotel Front Office supervisory or lead experience.
• Previous Guest Services or Front Desk experience in a full-service hotel.
• Experience with hotel property-management systems.
• Experience training or coaching Front Office associates.
• Two- or four-year college degree in Hospitality, Business, or a related field.

Physical and Work Requirements

This position requires the ability to perform the essential functions of the role, with or without reasonable accommodation.

• Frequently move throughout the Front Office and hotel during the shift.
• Remain standing for extended periods.
• Move throughout multiple areas of the hotel, including using stairs as operationally required.
• Use a computer keyboard and operate standard office equipment, including telephones, copiers, and computer systems.
• Maintain manual dexterity required for computer, cash-handling, and office-equipment use.
• Maintain the hearing and visual ability necessary to identify emergency situations and accurately enter information into hotel systems.
• Lift and transport items weighing up to approximately 25 pounds, including safety deposit boxes when required.
• Work a flexible schedule based on hotel business needs, including mornings, evenings, overnight shifts, weekends, and holidays.
• Work effectively in a fast-paced environment with changing priorities and business levels.
• Use Personal Protective Equipment (PPE) when required for duties that may present a health or safety risk.
• Maintain neat, clean, and professional grooming and appearance standards.

What We Offer

• Hourly Pay Range: $19 - 23
• Medical, Dental & Vision Insurance 
• Paid Time Off & Holiday Pay 
• 401(k) Retirement Plan 
• Life Insurance, Short-Term Disability (STD) & Long-Term Disability (LTD) 
• Flexible Spending Account (FSA) 
• Health Savings Account (HSA) 
• Employee Assistance Program (EAP) 
• Career Growth & Development Opportunities 
• Discounted Room Rates at Hyatt Hotels 
• Employee Referral Program

Ready to Make an Impact?

If you are a hospitality professional who enjoys leading by example, supporting a team, solving guest concerns, and creating memorable experiences, we would love to meet you.

Join Hyatt Regency Atlanta Perimeter at Villa Christina and help create exceptional experiences for our guests, our associates, and our community.