Front Desk Agent - AC Hotel San Diego Gaslamp

Front Desk Agent

AC Hotel San Diego Downtown Gaslamp Quarter | Pyramid Global Hospitality

The Front Desk Agent is a key member of the guest services team and is responsible for creating a warm, welcoming, and memorable experience for every guest at the AC Hotel San Diego Downtown Gaslamp Quarter. This position serves as a primary point of contact throughout the guest journey, from arrival and registration through departure.

The Front Desk Agent will provide professional, efficient, and personalized service while maintaining the high standards of Pyramid Global Hospitality and the AC Hotels brand. This role requires a genuine passion for hospitality, strong communication skills, attention to detail, and the ability to anticipate and respond to guest needs in a fast-paced hotel environment.

The ideal candidate takes ownership of the guest experience, builds meaningful connections, and consistently looks for opportunities to exceed expectations.

Candidate Profile

Experience

• Previous experience in a hotel, resort, restaurant, or other customer-service environment preferred.
• Front Desk or hotel guest services experience is highly desirable.
• Experience with property management systems is preferred.
• Experience working in a fast-paced, guest-focused environment is strongly preferred.

Key Responsibilities

The primary responsibilities for the Front Desk Agent include, but are not limited to:

• 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.

What Are We Looking For?

Job Qualifications

In addition to the performance of key responsibilities, the Front Desk Agent should possess a combination of the following skills and experiences:

• Previous hotel Front Desk or guest services experience preferred.
• Experience with property management systems such as Fosse preferred.
• Strong customer service and interpersonal skills with the ability to create genuine connections with guests.
• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to multitask, prioritize, and remain composed in a fast-paced environment.
• Ability to exercise sound judgment and discretion when resolving guest concerns.
• Demonstrated ability to work effectively as part of a team.
• Self-motivated, dependable, and professional with a strong work ethic.
• Ability to maintain a positive attitude and professional demeanor under pressure.
• Strong attention to detail and accuracy.
• Basic computer skills and proficiency with Microsoft Office products.
• Ability to handle cash, credit card transactions, and guest accounts accurately.
• Ability to learn and effectively utilize hotel systems and technology.
• Ability to work a flexible schedule, including mornings, afternoons, evenings, overnight shifts, weekends, and holidays.
• Ability to stand and walk for extended periods and perform the physical requirements of the position.

Our Hospitality Promise

At Pyramid Global Hospitality, we believe hospitality is about creating meaningful connections and experiences for our guests, associates, and communities. As a Front Desk Agent at the AC Hotel San Diego Downtown Gaslamp Quarter, you will play an important role in bringing that philosophy to life every day.

If you are passionate about hospitality, enjoy creating memorable guest experiences, and thrive in a dynamic hotel environment, we invite you to join our team.

Compensation: $21.00

Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Pyramid Global Hospitality