Guest Services Manager - Hyatt Regency at Villa Christina

Job Description

Job Description

Position Summary

At Hyatt Regency Atlanta Perimeter at Villa Christina, exceptional hospitality begins with exceptional people. We are redefining hospitality through innovation, collaboration, and our People First culture.

We are seeking a dynamic Guest Services Manager who is passionate about creating memorable guest experiences, developing high-performing teams, and leading seamless Front Office operations.

Our Mission:
Create Exceptional Guest Experiences.

Lead a welcoming, efficient, and service-focused Front Office operation that anticipates guest needs, resolves concerns, and ensures every arrival and departure reflects the highest standards of hospitality.

Key Responsibilities

Elevate the Guest Experience

• Create memorable arrival, stay, and departure experiences that exceed guest expectations.
• Maintain a visible leadership presence in the lobby and Front Office.
• Respond promptly and professionally to guest requests, concerns, and service-recovery situations.
• Review VIP arrivals, group activity, special requests, amenities, and guest preferences.
• Build lasting guest relationships through genuine, personalized hospitality.
• Promote guest loyalty programs and support strong guest-satisfaction results.

Lead and Develop People

• Recruit, train, schedule, coach, and develop a high-performing Guest Services team.
• Foster a culture of engagement, accountability, recognition, and continuous learning.
• Set clear service and performance expectations and provide regular feedback.
• Address attendance, performance, and conduct concerns in partnership with Human Resources and hotel leadership.
• Lead by example and inspire associates to deliver exceptional service every day.

Drive Business Performance

• Support occupancy, room revenue, labor, and departmental expense goals.
• Monitor room inventory, rate changes, guest credit, house accounts, allowances, and Front Office transactions.
• Review daily operational reports, Night Audit activity, guest feedback, forecasts, and shift documentation.
• Analyze business levels and make appropriate staffing and operational adjustments.
• Identify opportunities to improve efficiency, service delivery, and financial performance.

Lead Operational Excellence

• Oversee daily Front Office operations, including arrivals, departures, room assignments, guest requests, and service recovery.
• Ensure accurate cash handling, payment processing, bank reconciliation, key control, and financial documentation.
• Maintain Hyatt brand standards, hotel policies, safety procedures, and guest-security requirements.
• Ensure the Front Office, reception desk, and lobby remain clean, organized, and guest ready.
• Support Front Desk operations during high occupancy, emergencies, staffing shortages, and peak business periods.
• Participate in the Manager on Duty program as assigned.

Collaborate Across the Hotel

• Partner with Housekeeping, Reservations, Sales, Engineering, Security, Food and Beverage, and hotel leadership to provide a seamless guest experience.
• Communicate group activity, room priorities, maintenance concerns, special accommodations, and guest needs across departments.
• Keep hotel leadership informed of significant guest, operational, safety, or staffing concerns.
• Attend required hotel, departmental, and leadership meetings.

What You Bring

• At least three years of hotel Front Office or guest-services experience.
• At least two of supervisory or leadership experience in hospitality or a comparable customer-service environment.
• High school diploma or equivalent.
• Strong knowledge of Front Office operations, service recovery, room inventory, cash handling, and guest-service standards.
• Experience using a hotel property-management system and standard business software.
• Strong leadership, communication, organizational, and problem-solving skills.
• The ability to remain calm, professional, and decisive in a fast-paced environment.
• A passion for coaching, mentoring, and developing hospitality talent.
• Flexibility to work evenings, weekends, holidays, and extended hours based on business needs.

Preferred

• Associate or bachelor’s degree in hospitality management, business administration, or a related field.
• Previous leadership experience in