About this role
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:
The Hotel Indigo Cleveland Gateway boasts 143 guest-rooms and suites, over 2,400 square feet of meeting space and two outlets including our signature restaurant! Find out today what a career with Pyramid Global Hospitality at the brand new Hotel Indigo Cleveland Gateway can mean for you!
What you will have an opportunity to do:
The Operations Manager functions as the strategic leader of the property's Hotel Operations. Areas of responsibility include overseeing the Front Office, Food and Beverage, and Housekeeping departments. Reporting to the General Manager, the Operations Manager is the key liaison between the hotel’s
objectives and works to develop and implement strategies to maximize profitability. Initiatives with the objective of providing personalized services, resulting in increased guests and client loyalty.
Essential Duties and Responsibilities Hotel Operations Leadership
- Oversee the strategy, performance, and daily operations of the hotel.
- Ensure effective communication and coordination between departments.
- Monitor operational performance and implement initiatives that enhance guest satisfaction, service delivery, and profitability.
- Lead by example to ensure all guest interactions are professional, courteous, and reflective of the hotel's service culture.
- Act as Manager on Duty as required and respond to operational emergencies or guest concerns.
Front Office Management
- Oversee Front Office operations in partnership with the Front Desk Manager.
- Prepare and review weekly occupancy forecasts, no-show reports, pickup reports, and related operational reports.
- Create and manage Front Office schedules while monitoring labor productivity through Hotel Effectiveness.
- Monitor PMS interface activity, identifying and resolving integration failures, balancing issues, overbookings, and inventory discrepancies.
- Serve as the property's subject matter expert and primary point of contact for reservations and PMS system functionality.
- Troubleshoot rate loading issues, package setup, and promotional offerings in partnership with the Director of Revenue.
- Manage and troubleshoot third-party reservation systems and online travel agency extranets.
- Train, coach, and develop Front Desk Agents, Coordinators, and Supervisors on PMS systems, reservations procedures, group bookings, billing processes, and guest recovery initiatives.
- Ensure accurate guest registration, billing, room assignment procedures, and credit handling.
Guest Experience & Service Excellence
- Serve as a primary point of contact for guest concerns, complaints, and special requests.
- Resolve guest issues promptly and professionally while creating positive recovery experiences.
- Deliver exceptional customer service through meaningful guest engagement and personalized interactions.
- Monitor guest feedback, online reviews, and satisfaction metrics to identify opportunities for continuous improvement.
- Implement strategies designed to increase guest loyalty, satisfaction, and repeat business.
Associate Development & Leadership
- Recruit, train, develop, and mentor associates across assigned departments.
- Maintain departmental onboarding and training programs to ensure consistency and compliance.
- Develop training materials, operating procedures, and performance standards.
- Implement coaching, career development, cross-training, and recognition programs.
- Foster a positive work environment focused on accountability, teamwork, and associate engagement.
- Conduct regular departmental meetings and ongoing performance discussions.
Inventory, Purchasing & Vendor Management
- Purchase branded supplies and operational inventory for the hotel.
- Complete and maintain inventory orders for Front Office and Food & Beverage departments.
- Monitor inventory levels to ensure operational readiness while controlling costs.
- Establish and maintain vendor relationships.
- Complete vendor setup documentation and ensure proper processing of invoices through hotel accounting procedures.
- Submit invoices and supporting documentation for approval and payment processing.
Financial & Labor Management
- Manage departmental labor costs through effective scheduling and staffing practices.
- Monitor payroll, labor productivity, overtime, and staffing levels using Hotel Effectiveness.
- Support annual budgeting and forecasting processes.
- Identify opportunities to improve efficiency while maintaining service standards.
- Monitor departmental expenses and implement cost-control initiatives.
Safety, Compliance & Risk Management
- Coordinate OSHA compliance programs and maintain all required documentation.
- Ensure proper use of personal protective equipment (PPE) and approved chemical management procedures.
- Conduct safety inspections and training programs.
- Maintain compliance with all federal, state, local, and company regulations.
- Coordinate and monitor health and safety standards throughout all Food & Beverage operations.
Job Qualifications
In addition to performing the essential functions of this position, candidates should possess the following qualifications and competencies:
- Minimum of 2 years of progressive hospitality leadership experience , including managing both Front Office and Food & Beverage operations within a full-service hotel, resort, or similar guest-focused environment.
- Proven ability to lead, motivate, and develop high-performing teams while fostering a culture of exceptional guest service and operational excellence.
- Flexibility to work a varied schedule, including evenings, weekends, and holidays , based on business needs.
- Strong organizational, analytical, and time-management skills with the ability to effectively prioritize multiple responsibilities in a fast-paced environment.
- Demonstrated ability to maintain a high level of accuracy, attention to detail, and professionalism while meeting deadlines and operational objectives.
- Strong problem-solving and decision-making abilities, with sound judgment and the ability to handle guest and operational challenges effectively.
- Excellent interpersonal, communication, and customer service skills, with the ability to build positive relationships with guests, associates, vendors, and business partners.
- Self-motivated and results-oriented, with the ability to work independently and collaboratively as part of a leadership team.
- Bilingual or multilingual communication skills preferred; ability to effectively communicate in English required , with Spanish and/or Portuguese strongly preferred .
- Proficiency in Microsoft Office Suite and hospitality technology systems, including Property Management Systems (PMS) and Point-of-Sale (POS) platforms. Experience with Opera Cloud and Micros is preferred.
- Current CPR, ServSafe, and TIPS certifications required, or ability to obtain certification within a designated period of employment.
What are we looking for?
Compensation:
$55,000
-
$65,000
Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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