Front Desk - Manager

BENCHMARK; Cleveland (OH); On-site; USD 48,000 - 58,000; Full time

Job summary

Pyramid Global Hospitality is seeking a dynamic Front Office leader for the Hotel Indigo Cleveland Gateway to inspire a warm, personalized guest experience in downtown Cleveland.

You will oversee check-in/check-out, drive staff coaching, and collaborate with departments to deliver exceptional service while maintaining brand standards and operational efficiency at a high-volume hotel.

Qualifications

• 2 years of progressive Front Office leadership experience in a service-focused hotel or resort environment.
• Experience coaching and developing a diverse Front Office team in a high-touch hospitality setting.
• Able to work a flexible schedule including nights, weekends and holidays.
• College degree preferred to support leadership responsibilities.

Responsibilities

• Lead daily Front Office operations and set the tone for a warm guest experience.
• Oversee check-in/check-out processes with accuracy and efficiency.
• Identify opportunities to personalize guest experiences and VIP services.
• Proactively address guest concerns and turn challenges into memorable moments.
• Collaborate with Housekeeping, Maintenance, Sales, and Revenue Management to ensure guest satisfaction.

Skills

Front Office leadership

Team coaching

Guest service

Communication

PMS

Education

College degree preferred

Tools

PMS

POS systems

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:Your RoleLead daily Front Office operations and set the tone for an exceptional Hotel Flor guest experience.Create a warm, engaging, and personalized arrival experience that reflects the character and energy of downtown Cleveland.Lead by example on the floor, actively engaging with guests and associates and consistently modeling genuine, thoughtful hospitality.Oversee guest check-in and check-out processes, ensuring accuracy, efficiency, proper credit authorization, and fulfillment of special requests.Identify opportunities to personalize the experience for VIPs, groups, IHG members, repeat guests, and special occasions.Proactively resolve guest concerns and turn challenges into opportunities to create memorable “WOW” moments.Monitor guest feedback, online reviews, and guest satisfaction results while developing and implementing action plans for continuous improvement.Recruit, interview, onboard, coach, and develop Front Office team members.Build a high-performing team through consistent coaching, meaningful feedback, performance development, recognition, and engagement.Create an environment where associates feel valued, supported, empowered, and motivated to deliver exceptional service.Ensure Hotel Indigo and IHG brand standards, SOPs, and operational expectations are consistently followed.Lead daily Front Office briefings and shift handovers, ensuring the team is aligned on arrivals, VIPs, events, guest needs, and operational priorities.Maintain accuracy and accountability within PMS, POS, reservation, and other hotel systems.Ensure appropriate staffing levels and scheduling based on occupancy, arrivals, departures, events, and overall business needs.Partner closely with Housekeeping, Engineering/Maintenance, Sales, Revenue Management, Food & Beverage, and other departments to create a seamless guest experience.Serve as a visible and accessible leader throughout the hotel, building strong relationships with guests, associates, and fellow leaders.Support the hotel's financial performance through effective labor management, expense control, and operational efficiency.Oversee cash handling, daily audits, balancing procedures, and compliance with internal controls.Maintain a safe, secure, and welcoming environment for guests and associates while ensuring compliance with hotel safety, security, and emergency procedures.Support loss prevention efforts and maintain appropriate controls throughout Front Office operations.Promote a collaborative culture where departments work together rather than in silos to achieve shared hotel goals.Represent Hotel Indigo professionally and positively in all interactions with guests, associates, and the local Cleveland community.Perform other duties as required to support the hotel, its associates, and an exceptional guest experience.Qualifications2 years of progressive Front Office leadership experience in a service-focused hotel or resort environment.Previous experience leading, coaching, and developing a diverse team in a high-touch hospitality environment.Availability to work a flexible schedule, including nights, weekends, and holidays based on business needs.College degree preferred.Genuine passion for hospitality and personalized service.A strong desire to positively impact the experience of both guests and associates.Naturally outgoing, engaging, and approachable personality.Strong leadership presence with a hands-on, people-first approach.Ability to inspire a team while maintaining accountability and high standards.Ability to balance exceptional guest service with operational efficiency and financial performance.Strong computer skills and experience working with PMS, POS, and hotel reservation systems.Excellent verbal and written communication skills.Strong organizational and problem-solving abilities.Ability to remain calm, professional, and solution-focused in a fast-paced environment.A mindset focused on continuous improvement, collaboration, and creating memorable experiences.What are we looking for?Compensation:$48,000-$58,000Pyramid 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.