Front Desk - Guest Service Supervisor

Pyramid Global Hospitality; Cleveland (OH); On-site; USD 23,000 - 26,000; Full time

Job summary

Pyramid Global Hospitality is seeking a Guest Services Supervisor at the Hotel Indigo Cleveland Gateway to lead a team in delivering a memorable guest experience. You will welcome guests, assist with check-in, and guide them through hotel amenities with a focus on personalized service.

Ideal candidates have hotel hospitality experience, can stay calm under pressure, and motivate a team to exceed expectations.

Qualifications

• Experience in hotel bell attendant or supervisor roles is a plus.
• Hospitality industry experience is required.
• Ability to remain calm and provide direction at all times.
• Pleasant and helpful personality; strong customer focus.

Responsibilities

• Show guests the Wanderlust experience and provide a warm welcome.
• Deliver exceptional customer service with genuine engagement.
• Escort and orient guests to the front desk and their rooms, guiding them through amenities.
• Train and mentor bell attendants to deliver outstanding service.
• Assist management with events affecting guest arrivals and departures.

Skills

Customer service

Teamwork

Calm under pressure

Problem solving

Pleasant personality

Job description

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

We are looking for highly motivated individuals to join our Guest Services team as a Guest Services Supervisor. The ideal candidate uses their engaging personality set the example for the team on how to create a memorable first impression for our guests as they arrive for the first time and throughout their stay. The Guest Services Supervisor will supervise and direct the team in offering guests a warm welcome to our hotel/resort, and the assistance with the unloading of guest’s luggage. They will also be the leader of information for the team to serve as a source of knowledge for the guest for everything about the hotel, its amenities, and the local area as they assist the guest to their room.

If you are a detail-oriented person who enjoys engaging with people from all over the world and making meaningful connections, as well as taking steps to “WOW” people, we want you! This is a tremendous opportunity for a driven person to grow a career in hospitality with a world-class property.

Your Role

• Help guests discover their “Wanderlust” experience
• Provide exceptional customer service by being engaging and taking sincere interest
• Interacts with all guests. The Supervisor will welcome each guest to our hotel.
• If guests are arriving by motor vehicle, you will open their door as you welcome them to the resort/hotel
• You will be escorting and orienting the guest to the front desk for check-in.
• Upon check-in, you will escort the guests and their luggage to their room. As you do so, you will be explaining our amenities and fun facts they should know about our hotel.
• Train and mentor the team of bell attendants to provide exceptional customer service
• Assist the management team in coordination of special events that will impact the arrival and departure of guests
• You will be working together with other attendants to ensure each guest has a personalized experience and will “dive" to open the door for all guests.
• Assist lobby attendant in keeping entrance area clean and organized
• “Be the difference” with all guest and employees and do more than just “the norm"

What are we looking for?

• Previous experience in as a hotel Bell Attendant or Supervisor is a plus
• Hospitality industry experience is required
• Ability to remain calm and provide direction at all times
• Ability to solve problems when they arise
• Ability to work in a team environment is a must
• Pleasant and helpful personality
• Must be able to work a full shift standing and going back and forth to the valet lot and different areas of the hotel

Compensation

$17.00

$19.00

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.