Front Desk Supervisor - AC Hotel Downtown Gaslamp

Front Desk Supervisor

AC Hotel San Diego Downtown Gaslamp Quarter San Diego, California

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. This is an excellent opportunity to grow your hospitality career with one of the world's most recognized hotel brands.

What You'll Do

• 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.

What are we looking for?

• 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

If you are passionate about hospitality, enjoy leading others, and take pride in creating exceptional guest experiences, we invite you to apply and become part of the AC Hotel San Diego Downtown Gaslamp Quarter team. Join us and help create memorable stays for every guest, every day.

Compensation: $24.00

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