Front Desk Supervisor - AC Hotel Gaslamp

BENCHMARK; United States; On-site; USD 27,000 - 39,000; Full time

Benefits offered by this job

Medical, Dental, and Vision benefits

Paid Time Off

401(k) with company match

Marriott hotel discounts

Job summary

Pyramid Global Hospitality is hiring a Front Desk Supervisor for AC Hotel San Diego Downtown Gaslamp Quarter. You will lead by example, coach the Front Desk team, and ensure exceptional guest service while supporting daily operations of the Front Office.

You will train and onboard staff, monitor service quality, resolve guest concerns, and promote Marriott Bonvoy memberships. This role requires flexibility across shifts and a passion for hospitality excellence.

Qualifications

• 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.

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.

Skills

Front desk experience

Leadership

Communication

Multitasking

Microsoft Office

Tools

FOSSE

GXP

Mobile Check-In

Job description

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. At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. Whether you are beginning your hospitality career or bringing years of experience, you'll find opportunities to learn, develop, and make an impact.

Our commitment to associates, guests, owners, and the communities we serve has helped make Pyramid and our properties among the most recognized in hospitality. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel + Leisure, Condé Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience.

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. We are committed to fostering a workplace where every team member feels valued, empowered, and set up for success.

Job Title: Front Desk Supervisor

At AC Hotel San Diego Downtown Gaslamp Quarter, we believe every guest deserves an exceptional experience from the moment they walk through our doors. We are looking for an enthusiastic, service-driven leader to join our team as a Front Desk Supervisor. In this role, you will lead by example, ensuring exceptional guest service while supporting the daily operations of the Front Office. You will coach and motivate the team, resolve guest concerns, and help create memorable experiences that reflect Marriott's commitment to hospitality and the AC Hotels brand philosophy of purposeful, modern service. If you enjoy leading others, solving problems, and thrive in a fast‑paced environment, we'd love to welcome you to our team.

Key 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.

Qualifications & 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.

Why Join AC Hotel San Diego Downtown Gaslamp Quarter?

• 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

Compensation: $24.00 - $24.00

Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.

Join us and help create memorable stays for every guest, every day.

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. At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. Whether you are beginning your hospitality career or bringing years of experience, you'll find opportunities to learn, develop, and make an impact. Our commitment to associates, guests, owners, and the communities we serve has helped make Pyramid and our properties among the most recognized in hospitality. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel + Leisure, Condé Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience.