Front Desk - Manager

Pyramid Global Hospitality; Cleveland (OH); On-site; USD 45,000 - 55,000; Full time

Job summary

Pyramid Global Hospitality's Hotel Indigo Cleveland Gateway is seeking a Front Desk Manager to oversee daily front desk and guest services, ensuring exceptional service, efficient check-in and check-out, and seamless communication across departments. This position supervises front desk staff, resolves guest concerns, maintains service standards, and supports operational and financial goals.

The role requires scheduling, training, and performance feedback, with a focus on customer service and PMS

Qualifications

• High school diploma or equivalent required.
• 2-3 years of front desk/guest service experience required.
• Previous supervisory or leadership experience required.
• Proficiency with property management systems (PMS) and Microsoft Office.
• Excellent verbal and written communication skills.
• Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.

Responsibilities

• Lead and manage front desk operations to provide a welcoming guest experience.
• Oversee check-in/check-out, room assignments, and service requests.
• Respond to guest inquiries, concerns, and escalations.
• Ensure compliance with service standards, policies, and procedures.
• Monitor guest satisfaction and drive improvements across departments.
• Recruit, train, coach, and develop front desk staff.
• Create employee schedules and manage staffing levels.
• Conduct performance evaluations and provide feedback.
• Foster a positive, service-oriented work environment.
• Address employee relations in partnership with HR.
• Monitor cash handling, billing accuracy, and daily reconciliation.
• Assist in budgeting and controlling labor costs.
• Prepare and review occupancy data and performance reports.
• Maintain accurate records and regulatory compliance.
• Collaborate with housekeeping, maintenance, security, sales, and other departments.
• Communicate important information during shift transitions.
• Participate in management meetings and operational planning.

Skills

Customer service

Conflict resolution

Leadership

Communication

Education

High school diploma or equivalent

Bachelor's degree in Hospitality Management

Tools

PMS software

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

Front Desk Manager

Job Summary

The Front Desk Manager oversees the daily operations of the front desk and guest services team, ensuring exceptional customer service, efficient check-in and check-out processes, and seamless communication across departments. This position is responsible for supervising front desk staff, resolving guest concerns, maintaining service standards, and supporting operational and financial goals.

Key Responsibilities

Guest Service & Operations

• Lead and manage front desk operations to ensure a welcoming and professional guest experience.
• Oversee guest check‑in, check‑out, room assignments, and service requests.
• Respond promptly and effectively to guest inquiries, concerns, and escalated issues.
• Ensure compliance with company service standards, policies, and procedures.
• Monitor guest satisfaction and implement improvements to enhance the guest experience.

Team Leadership

• Recruit, train, coach, and develop front desk associates.
• Create employee schedules and manage staffing levels to meet business needs.
• Conduct performance evaluations and provide ongoing feedback.
• Foster a positive, collaborative, and service‑oriented work environment.
• Address employee relations concerns in partnership with Human Resources.

Financial & Administrative Management

• Monitor cash handling procedures, billing accuracy, and daily transaction reconciliation.
• Assist in managing departmental budgets and controlling labor costs.
• Prepare and review operational reports, occupancy data, and performance metrics.
• Ensure accurate record‑keeping and compliance with company and regulatory requirements.

Communication & Coordination

• Collaborate with housekeeping, maintenance, security, sales, and other departments to ensure smooth operations.
• Communicate important guest and operational information during shift transitions.
• Participate in management meetings and contribute to operational planning and decision‑making.

Qualifications

Required

• High school diploma or equivalent.
• Minimum 2-3 years of front desk, guest service, or hospitality experience.
• Previous supervisory or leadership experience.
• Strong customer service and conflict‑resolution skills.
• Proficiency with property management systems, reservation systems, and Microsoft Office applications.
• Excellent verbal and written communication skills.

Preferred

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Experience in hotel, resort, healthcare, or corporate reception environments.
• Knowledge of revenue management and operational reporting.

Competencies

• Leadership and team development
• Customer service excellence
• Problem‑solving and decision‑making
• Organizational and time‑management skills
• Financial acumen
• Attention to detail
• Professionalism and adaptability

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to lift up to 25 pounds occasionally.
• Ability to work evenings, weekends, holidays, and flexible schedules as needed.

Work Environment

This position operates in a fast‑paced customer‑facing environment and requires frequent interaction with guests, employees, and management. The Front Desk Manager must maintain a professional appearance and demonstrate a commitment to delivering exceptional service.

Compensation

• $45,000
• $55,000

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.