Guest Experience Supervisor – Front Desk Lead

Hyatt Regency at Villa Christina Atlanta, GA; Brookhaven (GA); On-site; USD 26,000 - 32,000; Full time

Benefits offered by this job

Paid Time Off & Holiday Pay

401(k) Retirement Plan

Life Insurance, STD & LTD

FSA

HSA

Employee Assistance Program (EAP)

Discounted Room Rates at Hyatt Hotels

Employee Referral Program

Job summary

Hyatt Regency Atlanta Perimeter at Villa Christina in Brookhaven, GA invites applications for a Guest Services Supervisor. The role leads the Front Office team, supervises Front Desk and Guest Services activities, and ensures guest questions, requests, and issues are handled promptly and professionally to protect service standards.

You will support shift operations, coach team members, manage guest interactions, and maintain security and accuracy in cash handling and reporting, while

Qualifications

• 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.

Responsibilities

• Lead Front Office Operations by supervising daily Front Desk and Guest Services activities.
• Oversee guest check-in/check-out and monitor occupancy projections.
• Ensure appropriate Front Desk coverage based on business levels.
• Complete shift checklists and communicate operational information to leadership.
• Provide welcoming and service-focused environment and address guest questions.
• Respond promptly to guest requests and resolve issues with sound judgment.
• Coach and develop Guest Service Representatives and maintain team accountability.
• Maintain front office controls, cash handling accuracy, and security procedures.
• Coordinate with Housekeeping, Reservations, Security, and other departments to support guest needs.
• Follow safety, compliance, and hotel standards and escalate issues appropriately.

Skills

Guest Services experience

Customer service

Leadership

Communication

Education

High school diploma

Tools

PMS software

Job description

Hyatt Regency Atlanta Perimeter at Villa Christina in Brookhaven, GA invites applications for a Guest Services Supervisor. The role leads the Front Office team, supervises Front Desk and Guest Services activities, and ensures guest questions, requests, and issues are handled promptly and professionally to protect service standards.

You will support shift operations, coach team members, manage guest interactions, and maintain security and accuracy in cash handling and reporting, while