Guest Services Supervisor

Job Description

Job Description

Guest Services Supervisor 

Hotel Phoenix at Centennial Yards – Atlanta, GA 

Company Overview 

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 a passionate and service-driven Guest Services Supervisor to lead our 

front desk team in delivering an exceptional arrival and departure experience for every 

guest. This role plays a key part in ensuring smooth daily operations of the front office, 

fostering a warm and welcoming environment, and supporting our associates in 

providing service that reflects the unique character of Hotel Phoenix. 

The Guest Services Supervisor will oversee the daily activities of the Guest Services team, 

assist with scheduling, training, and performance management, and serve as a primary 

point of contact for guest concerns and special requests. This position requires a hands

on leader who thrives in a fast-paced, guest-focused environment and leads by 

example with professionalism, empathy, and enthusiasm. 

Key Responsibilities 

Guest Experience & Operations 

• Supervise daily front desk operations, ensuring all procedures and service 

standards are consistently met. 

• Lead by example in greeting, assisting, and engaging with guests throughout 

their stay. 

• Handle guest inquiries, requests, and complaints promptly and professionally, 

resolving issues with care and discretion. 

• Ensure accuracy in guest check-in/check-out processes, billing, and room 

assignments. 

• Support the coordination of guest arrivals, VIP experiences, and special 

amenities. 

• Monitor lobby appearance and team presentation to ensure a polished and 

welcoming atmosphere. 

• Lead and attend meetings as required. 

Team Collaboration & Leadership 

• Train, coach, and motivate Guest Services Agents to deliver thoughtful and 

efficient service. 

• To identify and develop key team members and develop a succession plan in 

conjunction with People & Culture. 

• Assist in scheduling and maintaining adequate staffing levels to support guest 

flow. 

• Partner with Housekeeping, Engineering, and Food & Beverage teams to ensure 

seamless communication and guest satisfaction. 

• Support the Front Office Manager in maintaining department standards, policies, 

and performance expectations. 

• Foster a positive work environment that aligns with Hotel Phoenix’s culture of 

respect, creativity, and community. 

Requirements 

• Minimum of 2 years of front desk or guest services experience in a hotel 

environment. 

• Prior supervisory or team lead experience preferred. 

• Strong knowledge of front office operations and guest service best practices. 

• Proficiency with hotel property management systems (HMS experience a plus). 

• Excellent communication, problem-solving, and organizational skills. 

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

• A genuine passion for hospitality and creating memorable guest experiences. 

Preferred Experience 

• Experience with boutique or lifestyle hotels. 

• Experience with full-service hotels. 

• Familiarity with systems such as Unifocus and Infor. 

• Knowledge of local Atlanta attractions and cultural landmarks to enhance guest 

engagement.