Guest Experience Agent

Pyramid Global Hospitality; San Diego (CA); On-site; USD 28,000 - 30,000; Full time

Job summary

The AC Hotel San Diego Downtown Gaslamp Quarter, part of Pyramid Global Hospitality, is seeking a friendly Front Desk Agent. You will welcome guests, check them in/out, and provide informed recommendations to enhance their stay in San Diego. Prior front desk or guest services experience and familiarity with hotel systems are preferred.

This role requires flexibility for mornings, evenings, and weekends. Join a team that values professionalism, guest satisfaction, and teamwork in a fast-paced,

Qualifications

• Front Desk or guest services experience preferred.
• Experience with property management systems.
• Strong customer service and interpersonal skills with the ability to create genuine connections with guests.
• Excellent verbal and written communication skills.
• Flexible schedule, including mornings, afternoons, evenings, weekends and holidays.
• Ability to stand and walk for extended periods.

Responsibilities

• Welcome every guest with a warm, genuine, and professional greeting while creating a positive first impression of the hotel.
• Provide efficient and personalized service throughout the guest's stay while consistently demonstrating the values of Pyramid Global Hospitality.
• Complete guest registration, check-in, and check-out procedures accurately and efficiently.
• Verify guest information, room type, rates, payment information, and other pertinent details.
• Provide knowledgeable recommendations and information regarding hotel amenities, dining options, local attractions, transportation, and activities throughout the San Diego area.
• Promote hotel services, amenities, and opportunities to enhance the guest experience.
• Answer telephone calls promptly and professionally using clear, courteous communication.
• Respond to guest requests, questions, and inquiries in a timely and positive manner.
• Maintain accurate guest profiles and update information in the property management system as needed.
• Process guest payments, charges, deposits, and account adjustments in accordance with hotel procedures.
• Monitor guest accounts and assist with resolving billing questions or discrepancies.
• Handle guest concerns and complaints with professionalism, empathy, and urgency.
• Take ownership of guest challenges and follow through until the issue has been resolved to the guest's satisfaction.
• Communicate guest requests and important information effectively with Housekeeping, Engineering, Food & Beverage, Sales, and other hotel departments.
• Retrieve and distribute guest messages, mail, packages, and other items as requested.
• Maintain confidentiality and protect guest information at all times.
• Remain calm, professional, and attentive during high-occupancy periods, busy arrivals and departures, and emergency situations.
• Follow all hotel safety, security, cash-handling, and operational procedures.
• Maintain a clean, organized, and professional Front Desk and lobby environment.
• Support hotel and department goals related to guest satisfaction, loyalty enrollment, upselling, revenue, and overall operational performance.
• Demonstrate flexibility and a willingness to assist other departments when needed.
• Complete all other duties, assignments, and tasks as directed by management.

Skills

Front Desk experience

Customer service

Communication skills

Multitasking

Cash handling

Teamwork

Tools

Property management system

Job description

The AC Hotel San Diego Downtown Gaslamp Quarter, part of Pyramid Global Hospitality, is seeking a friendly Front Desk Agent. You will welcome guests, check them in/out, and provide informed recommendations to enhance their stay in San Diego. Prior front desk or guest services experience and familiarity with hotel systems are preferred.

This role requires flexibility for mornings, evenings, and weekends. Join a team that values professionalism, guest satisfaction, and teamwork in a fast-paced,