Guest Experience Lead — Front Desk

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

Job summary

Pyramid Global Hospitality is seeking a Front Desk Supervisor for the Hotel Indigo Cleveland Gateway location. This role oversees daily front desk operations, ensures brand-standard procedures, and supports a guest-centric experience.

The position emphasizes accurate guest billing, cash handling, and collaboration with housekeeping and maintenance to guarantee room readiness and satisfaction.

Responsibilities

• Oversees the daily front desk operations including check-ins, check-outs, reservations and guest inquiries.
• Ensure all front desk procedures align with hotel policies and brand standards.
• Maintain accuracy with guest records, billing and payment processing.
• Oversee cash handling procedures, deposits and billing accuracy.
• Coordinate with housekeeping and maintenance teams to ensure room readiness and guest satisfaction.
• Foster a positive work environment and promote teamwork among associates.
• Monitor staff performance and provide coaching and feedback.
• Recruit, train, schedule and supervise front desk associates.
• Address and resolve guest complaints and special requests promptly and professionally.

Job description

Pyramid Global Hospitality is seeking a Front Desk Supervisor for the Hotel Indigo Cleveland Gateway location. This role oversees daily front desk operations, ensures brand-standard procedures, and supports a guest-centric experience.

The position emphasizes accurate guest billing, cash handling, and collaboration with housekeeping and maintenance to guarantee room readiness and satisfaction.