Front Desk Supervisor - AC Hotel Downtown Gaslamp

Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe. Our platform includes Benchmark Resorts & Hotels, a collection of distinctive independent properties; Axiom Hospitality, our European hotel management company; and PYRAMIDWORKS, which provides integrated workplace and facilities services. With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands-on approach focused on exceptional service, operational excellence, and long-term partnerships.

About Our Property

Welcome to the AC Hotel San Diego Downtown Gaslamp Quarter, a vibrant property within the Pyramid Global Hospitality portfolio. Featuring 147 thoughtfully designed guest rooms and 200 sq. ft. of intimate meeting space, this hotel combines modern style with a dynamic work environment. As a member of our team, you’ll join a dedicated group that values collaboration, professionalism, and a passion for hospitality. Whether your focus is in guest services, food and beverage, or operations, you’ll have the opportunity to grow your career in a supportive, people-first culture.

Responsibilities

• Leading, coaching, and supporting Front Desk Agents to ensure exceptional guest experiences.
• Greeting guests with a warm, friendly, and professional demeanor while setting the standard for outstanding service.
• Supervising daily front desk operations, including guest arrivals, departures, room assignments, and cash handling procedures.
• Assisting with training, coaching, and onboarding new team members while reinforcing Marriott and hotel standards.
• Monitoring service quality and providing real-time feedback to improve team performance.
• Resolving guest concerns promptly and professionally, using sound judgment to create positive outcomes.
• Serving as Manager on Duty (MOD) during assigned shifts and responding to guest and operational issues.
• Processing reservations, room changes, billing adjustments, and special requests accurately.
• Coordinating with Housekeeping, Engineering, Food & Beverage, and other departments to ensure seamless guest experiences.
• Promoting Marriott Bonvoy membership and hotel services whenever appropriate.
• Assisting with scheduling, shift coverage, daily reports, and other administrative duties as assigned.
• Maintaining accurate cash handling procedures, balancing shift transactions, and ensuring compliance with company policies.
• Ensuring the front desk, lobby, and work areas remain clean, organized, and professional.
• Recognizing special occasions and personalizing guest interactions to create memorable experiences.
• Ensuring compliance with Marriott brand standards, hotel policies, and safety procedures.

Requirements

• Passion for hospitality and delivering exceptional guest service.
• Previous hotel front desk experience required; prior supervisory or leadership experience preferred.
• Experience with Marriott systems including FOSSE, GXP, Mobile Check-In, or similar hotel property management systems preferred.
• Strong leadership, coaching, and team-building skills.
• Excellent verbal and written communication skills.
• Strong organizational, problem-solving, and decision-making abilities.
• Ability to remain calm and professional while handling challenging guest situations.
• Proficiency with Microsoft Office and hotel computer systems.
• Ability to multitask in a fast-paced environment while maintaining attention to detail.
• Ability to stand and walk for extended periods throughout the shift.
• Flexible availability to work mornings, evenings, weekends, holidays, and overnight shifts as business needs require.

Benefits

• Competitive pay
• Medical, Dental, and Vision benefits for eligible associates
• Paid Time Off
• 401(k) with company match
• Marriott hotel discounts worldwide
• Career advancement opportunities within Pyramid Global Hospitality and Marriott
• Supportive team environment focused on growth and development
• Ongoing training and professional development

Pay

$24.00 per hour