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Guest Services Supervisor

Hotel Phoenix

70 Centennial Olympic Park Dr NW
Atlanta, GA 30303

Hotel with 292 Rooms
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Full-Time

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.

    • Posted December 30, 2025

    Hotel Phoenix

    Hospitality Rooted at the Heart of Atlanta

    Hotel Phoenix offers an authentic Atlanta experience that embodies the city’s unique culture, character, and global influence. From our warm hospitality to intriguing architecture and design, every detail has been captured. Situated in the heart of downtown, our hotel places you just moments away from iconic venues, world-class entertainment, and vibrant activities, making it the perfect base to explore the city’s dynamic energy.

    The premier hotel at Centennial Yards features 292 thoughtfully designed guestrooms, elevated dining experiences, a vibrant outdoor pool scene and event lawn, and more than 15,000 square feet of versatile event space, the hotel serves as a dynamic destination for both travelers and locals alike. Ideally situated across from Mercedes-Benz Stadium and within walking distance of the Georgia World Congress Center, Hotel Phoenix is a cornerstone of Centennial Yards, one of Downtown Atlanta’s most transformative developments. 

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