Front Desk Supervisor — Guest Experience Leader

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 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.