Front Desk Supervisor - AC Hotel Downtown Gaslamp

Pyramid Global Hospitality•San Diego, CA

8d•Onsite

About The Position

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.

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.

Nice To Haves

Prior supervisory or leadership experience.
Experience with Marriott systems including FOSSE, GXP, Mobile Check-In, or similar hotel property management systems.

Responsibilities

Oversee daily front office operations while delivering exceptional guest service.
Lead, coach, and support Front Desk Agents to ensure exceptional guest experiences.
Greet guests with a warm, friendly, and professional demeanor while setting the standard for outstanding service.
Supervise daily front desk operations, including guest arrivals, departures, room assignments, and cash handling procedures.
Assist with training, coaching, and onboarding new team members while reinforcing Marriott and hotel standards.
Monitor service quality and provide real-time feedback to improve team performance.
Resolve guest concerns promptly and professionally, using sound judgment to create positive outcomes.
Serve as Manager on Duty (MOD) during assigned shifts and respond to guest and operational issues.
Process reservations, room changes, billing adjustments, and special requests accurately.
Coordinate with Housekeeping, Engineering, Food & Beverage, and other departments to ensure seamless guest experiences.
Promote Marriott Bonvoy membership and hotel services whenever appropriate.
Assist with scheduling, shift coverage, daily reports, and other administrative duties as assigned.
Maintain accurate cash handling procedures, balancing shift transactions, and ensuring compliance with company policies.
Ensure the front desk, lobby, and work areas remain clean, organized, and professional.
Recognize special occasions and personalize guest interactions to create memorable experiences.
Ensure compliance with Marriott brand standards, hotel policies, and safety procedures.