Hotel Operations Leader – Guest Experience

benchmark; Cleveland (OH); Sur place; USD 65 000 - 90 000; Plein temps

Résumé du poste

Pyramid Global Hospitality, owner of the Hotel Indigo Cleveland Gateway, seeks an Operations Manager to lead hotel operations, Front Office, F&B, and Housekeeping under the General Manager. You will implement profitability strategies, elevate guest service, train staff, and partner across departments to ensure smooth daily performance and guest satisfaction.

This role offers exposure to a growing portfolio and opportunities to influence service culture and operational excellence, with a focus on

Responsabilités

• Oversee the strategy, performance, and daily operations of the hotel.
• Ensure effective communication and coordination between departments.
• Monitor operational performance and implement initiatives that enhance guest satisfaction, service delivery, and profitability.
• Lead by example to ensure all guest interactions are professional, courteous, and reflective of the hotel's service culture.
• Act as Manager on Duty as required and respond to operational emergencies or guest concerns.
• Oversee Front Office operations in partnership with the Front Desk Manager.
• Prepare and review weekly occupancy forecasts, no-show reports, pickup reports, and related operational reports.
• Create and manage Front Office schedules while monitoring labor productivity through Hotel Effectiveness.
• Monitor PMS interface activity, identifying and resolving integration failures, balancing issues, overbookings, and inventory discrepancies.
• Serve as the property's subject matter expert and primary point of contact for reservations and PMS system functionality.
• Troubleshoot rate loading issues, package setup, and promotional offerings in partnership with the Director of Revenue.
• Manage and troubleshoot third-party reservation systems and online travel agency extranets.
• Train, coach, and develop Front Desk Agents, Coordinators, and Supervisors on PMS systems, reservations procedures, group bookings, billing processes, and guest recovery initiatives.
• Ensure accurate guest registration, billing, room assignment procedures, and credit handling.
• Serve as a primary point of contact for guest concerns, complaints, and special requests.
• Resolve guest issues promptly and professionally while creating positive recovery experiences.
• Deliver exceptional customer service through meaningful guest engagement and personalized interactions.
• Monitor guest feedback, online reviews, and satisfaction metrics to identify opportunities for continuous improvement.
• Implement strategies designed to increase guest loyalty, satisfaction, and repeat business.
• Recruit, train, develop, and mentor associates across assigned departments.
• Maintain departmental onboarding and training programs to ensure consistency and compliance.
• Develop training materials, operating procedures, and

Description du poste

Pyramid Global Hospitality, owner of the Hotel Indigo Cleveland Gateway, seeks an Operations Manager to lead hotel operations, Front Office, F&B, and Housekeeping under the General Manager. You will implement profitability strategies, elevate guest service, train staff, and partner across departments to ensure smooth daily performance and guest satisfaction.

This role offers exposure to a growing portfolio and opportunities to influence service culture and operational excellence, with a focus on