Front Desk Supervisor

The Front Desk Supervisor role based onsite in San Diego, CA 92101 leads daily front office operations, delivers guest service excellence, coaches staff, and coordinates with Housekeeping, Engineering, Food & Beverage, and other departments. This position is part of Pyramid Hotel Group with a compensation of USD 24 per hour.

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.

Technologies

• FOSSE
• GXP
• Mobile Check-In
• Microsoft Office

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
• Opportunity to work in the heart of San Diego's vibrant Gaslamp Quarter at one of Marriott's premier lifestyle brands

About Our Property

AC Hotel San Diego Downtown Gaslamp Quarter is a vibrant property within the Pyramid Global Hospitality portfolio. It offers 147 thoughtfully designed guest rooms and 200 sq ft of intimate meeting space, blending modern design with a dynamic work environment. The team values collaboration, professionalism, and a passion for hospitality. Focus areas include guest services, food and beverage, and operations.