Guest Experience Lead – Boutique Hotel Front Desk

70 Centennial Olympic Park OZ Employer LLC DBA Hotel Phoenix; Atlanta (GA); On-site; USD 42,000 - 54,000; Full time

Job summary

Hotel Phoenix at Centennial Yards in Atlanta seeks a Guest Services Supervisor to lead our front desk team, ensuring smooth check-in/check-out, accurate billing, and a warm, welcoming arrival and departure experience for every guest.

You will coach Guest Services Agents, assist with scheduling and training, and collaborate across departments to deliver seamless service. A minimum of 2 years in front desk roles with supervisory experience is preferred; HMS experience is a plus.

Qualifications

• Minimum of 2 years front desk or guest services experience in a hotel.
• 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.
• Genuine passion for hospitality and creating memorable guest experiences.

Responsibilities

• Supervise daily front desk operations, ensuring service standards are met.
• Lead greeting, assisting, and engaging with guests.
• Handle inquiries, requests, and complaints promptly and professionally.
• Ensure accuracy in check-in/check-out, billing, and room assignments.
• Coordinate guest arrivals, VIP experiences, and special amenities.
• Monitor lobby appearance and team presentation.
• Train, coach, and motivate Guest Services Agents.
• Identify and develop key team members and succession plans with People & Culture.
• Assist in scheduling and maintaining adequate staffing levels.
• Collaborate with Housekeeping, Engineering, and Food & Beverage teams to ensure seamless communication and guest satisfaction.

Skills

Front desk operations

Guest services leadership

Communication skills

Problem-solving

Organizational skills

Flexible schedule

Tools

PMS/HMS experience

Job description

Hotel Phoenix at Centennial Yards in Atlanta seeks a Guest Services Supervisor to lead our front desk team, ensuring smooth check-in/check-out, accurate billing, and a warm, welcoming arrival and departure experience for every guest.

You will coach Guest Services Agents, assist with scheduling and training, and collaborate across departments to deliver seamless service. A minimum of 2 years in front desk roles with supervisory experience is preferred; HMS experience is a plus.