Guest Services Agent

Guest Service Agent

Hotel Phoenix at Centennial Yards – Atlanta, GA

Hotel Phoenix at Centennial Yards is an independent boutique hotel committed to delivering authentic hospitality and creating an environment where both guests and associates feel valued and inspired. Rooted in the spirit of Atlanta, we foster a workplace culture built on collaboration, integrity, and growth.

Position Purpose

We are seeking an energetic and service-focused Guest Service Agent to join our Front Office team. As a key point of contact for our guests, this role is responsible for creating a warm and welcoming arrival experience, ensuring smooth daily operations at the front desk, and delivering personalized service that reflects the vibrant character of Hotel Phoenix. The ideal candidate will have a genuine passion for hospitality, excellent communication skills, and a proactive, solution-oriented mindset. This position offers the opportunity to be part of an exciting new hotel experience in the heart of Atlanta.

Key Responsibilities

Guest Experience & Operations

• Greet, welcome, and assist guests with professionalism and enthusiasm.
• Delivering excellent care for our guests by assisting them with professionalism, passion and enthusiasm.
• Perform accurate check-in and check-out procedures in accordance with hotel standards.
• Handle guest inquiries, requests, and concerns promptly and effectively.
• Process payments, balance transactions, and maintain accurate records in the property management system.
• Coordinate with Housekeeping, Engineering, and other departments to ensure a seamless guest experience.
• Maintain a clean, organized, and inviting front desk and lobby area.
• Provide knowledgeable recommendations on local attractions, dining, and cultural experiences to enhance guest stays.

Team Collaboration & Communication

• Work closely with fellow Guest Service Agents and hotel departments to ensure smooth daily operations.
• Support team goals by demonstrating flexibility and teamwork in a fast-paced environment.
• Uphold Hotel Phoenix's service standards and brand values at all times.

Requirements

• Prior front desk or guest service experience preferred; hotel background a plus.

• Strong communication and interpersonal skills with a guest-first mindset.

• Proficiency with property management systems (HMS experience preferred).

• Excellent attention to detail and ability to multitask effectively.

• Professional appearance and demeanor.

• Ability to work a flexible schedule, including evenings, weekends, and holidays.

Preferred Experience

• Previous experience in a boutique or lifestyle hotel environment.

• Previous experience in a full-service hotel environment.

• Familiarity with hospitality systems such as Unifocus or Infor.

• Local knowledge of Atlanta and surrounding attractions.