Guest Service Agent

Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe. Our platform includes Benchmark Resorts & Hotels, a collection of distinctive independent properties; Axiom Hospitality, our European hotel management company; and PYRAMIDWORKS, which provides integrated workplace and facilities services. With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands-on approach focused on exceptional service, operational excellence, and long-term partnerships.

At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. Whether you are beginning your hospitality career or bringing years of experience, you'll find opportunities to learn, develop, and make an impact.

Our commitment to associates, guests, owners, and the communities we serve has helped make Pyramid and our properties among the most recognized in hospitality. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel + Leisure, Condé Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience.

About our property:

Welcome to the AC Hotel San Diego Downtown Gaslamp Quarter, a vibrant property within the Pyramid Global Hospitality portfolio. Featuring 147 thoughtfully designed guest rooms and 200 sq. ft. of intimate meeting space, this hotel combines modern style with a dynamic work environment.   As a member of our team, you’ll join a dedicated group that values collaboration, professionalism, and a passion for hospitality. Whether your focus is in guest services, food and beverage, or operations, you’ll have the opportunity to grow your career in a supportive, people-first culture.   We are committed to fostering a workplace where every team member feels valued, empowered, and set up for success. If you’re ready to advance your career with a property that embraces both innovation and exceptional service, the AC Hotel San Diego Downtown Gaslamp Quarter is the place to be.

What you will have an opportunity to do:

• Guest Service Agent

AC Hotel San Diego Downtown Gaslamp Quarter | Pyramid Global Hospitality

JOB SUMMARY

The Guest Service 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 Guest Service 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 Guest Service 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 Guest Service 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.
• 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

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$21.00

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

Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.