Front Desk Manager

BENCHMARK; Cleveland (OH); On-site; USD 45,000 - 55,000; Full time

Job summary

The Hotel Indigo Cleveland Gateway, part of Pyramid Global Hospitality, is seeking a Front Desk Manager to oversee guest service and front office operations. You will supervise staff, ensure brand standards, and drive guest satisfaction in a fast-paced, full-service setting.

Requirements include front office and supervisory experience, strong leadership, and excellent customer service. The role offers a salary range of $45,000 to $55,000 and benefits as an equal opportunity employer.

Qualifications

• Front office and/or supervisory experience in a full-service hotel setting.
• Demonstrated management and leadership skills.
• Superior customer service and attention to detail.
• Ability to multi-task and organize priorities.
• Solid accounting background and ability to train staff in this area.
• Excellent computer skills and cross-department collaboration.
• Willingness to work holidays and weekends.
• Ability to stand for long periods.

Responsibilities

• Oversee Front Office operations, staff scheduling, and guest service.
• Maintain brand service standards and ensure team adherence daily.
• Delegate duties and manage workflow across Front Office colleagues.
• Maximize room revenue and occupancy through rate and availability control.
• Ensure staffing levels meet department needs and budgets.
• Uphold policies, procedures, and high hygiene and grooming standards.
• Assist in HR tasks such as hiring, training, and coaching as directed.
• Handle guest complaints tactfully and coordinate with other departments.

Skills

Front office experience

Supervisory experience

Customer service

Leadership

Multi-tasking

Attention to detail

Accounting background

Staff training

Computer skills

Work schedule flexibility

Tools

Microsoft Office

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: The role of Front Desk Manager is to provide guest service, staff supervision and direction in accordance with the objectives set forth by the hotel in maintaining all aspects of the Front Office department.

The responsibilities include but are not limited to:

• Operate the Front Office properly, efficiently (includes scheduling) and with profitability, which includes overseeing Guest Service Agents, Night Auditors, and Valet Staff members.
• Ensure that company and brand service standards are continuously refreshed, maintained and used effectively on a daily basis
• Delegate duties and responsibilities to subordinate Front Office colleagues and ensure that work processes are in a logical order
• Maximize room revenue and occupancy by effectively controlling rates and availability (on the day of guest arrival)
• Ensure proper staffing at all times in all FO areas
• Ensure that Quality Standards, policies and procedures are properly understood and followed through among Front Office colleagues
• Assist in compiling annual departmental operating budgets control departmental costs to ensure spending is within budget
• Perform certain aspects of human resources and training functions, including hiring, training, coaching, counseling, disciplinary actions, etc. along side the Operations Manager's direction.
• Ensure and maintain a very high standard of personal hygiene, behavior and grooming standards of staff, including self
• Handle all guest complaints and comments relating to the department tactfully
• Cooperate and coordinate teamwork with other departments
• Perform any other reasonable duties as required

What are we looking for? REQUIREMENTS:

• Front office and/or supervisory experience, preferably in full-service hotel setting
• Demonstrated management skills
• Superior customer service skills
• Demonstrated leadership skills
• Ability to multi-task
• Strong attention to detail and organization
• Sound accounting background, needs to have ability to train subordinate staff in this area
• Excellent computer skillsAbility to work closely and cohesively with other department managers to ensure optimum guest satisfaction
• Able to work holidays and weekends
• Can stand for long periods of time

What are we looking for? Compensation: $45,000.00 - $55,000.00

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.

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.