Front Desk - Manager

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

Job summary

Pyramid Global Hospitality is seeking a Front Desk Leader for Hotel Indigo Cleveland Gateway in Cleveland, OH. You will oversee daily Front Desk operations, ensure a seamless, welcoming guest experience, and lead by example in the lobby.

You will recruit and coach Front Desk staff, maintain service standards, manage schedules, and monitor KPIs to drive guest satisfaction and labor efficiency. This role offers growth within a respected portfolio.

Qualifications

• Minimum 2 years of Front Desk leadership experience in a hotel or resort environment.
• Strong working knowledge of Front Desk systems (PMS experience required; Opera preferred).
• Proven ability to lead teams, manage guest issues, and drive service excellence.
• Strong communication, organizational, and problem-solving skills.

Responsibilities

• Lead and oversee daily Front Desk operations to ensure a seamless, welcoming, and professional guest experience
• Serve as a visible leader in the lobby and arrival areas, actively engaging with guests and resolving concerns
• Handle guest escalations promptly and effectively, ensuring service recovery aligns with brand standards
• Ensure all service standards, brand expectations, and resort policies are consistently followed

Skills

Front Desk Leadership

Guest Service

Team Communication

Tools

Opera PMS

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!

Essential Responsibilities

Guest Experience & Service Excellence

• Lead and oversee daily Front Desk operations to ensure a seamless, welcoming, and professional guest experience


• Serve as a visible leader in the lobby and arrival areas, actively engaging with guests and resolving concerns


• Handle guest escalations promptly and effectively, ensuring service recovery aligns with brand standards


• Ensure all service standards, brand expectations, and resort policies are consistently followed

Leadership & Team Development

• Recruit, train, coach, and develop Front Desk associates to deliver consistent service excellence


• Foster a People First culture that emphasizes respect, engagement, accountability, and recognition


• Conduct regular performance feedback, coaching, and documentation in partnership with Human Resources


• Create effective schedules to meet business demands while controlling labor costs

Operational & Financial Oversight

• Oversee daily cash handling, shift balancing, and audit readiness


• Ensure accuracy of room inventory, rates, arrivals, departures, and guest profiles


• Monitor KPIs including guest satisfaction scores, labor productivity, upsell performance, and service recovery trends


• Partner with Revenue Management, Housekeeping, and Engineering to ensure operational alignment


• Enforce policies related to safety, security, and compliance

Collaboration & Communication

• Work closely with Housekeeping to ensure room readiness and accurate status reporting


• Partner with Sales and Events on group arrivals, VIP coordination, and special requests


• Communicate effectively with Security regarding guest safety and incident management


• Maintain open communication with senior leadership regarding operational risks and opportunities

Qualifications

Required

• Minimum 2 years of Front Desk leadership experience in a hotel or resort environment


• Strong working knowledge of Front Desk systems (PMS experience required; Opera preferred)


• Proven ability to lead teams, manage guest issues, and drive service excellence


• Strong communication, organizational, and problem‑solving skills

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.