Operations Manager

BENCHMARK; Cleveland (OH); On-site; USD 55,000 - 65,000; Full time

Job summary

Pyramid Global Hospitality is seeking a highly motivated Hotel Operations Manager for the Hotel Indigo Cleveland Gateway. You will oversee daily operations, drive service excellence, and partner with department heads to maintain brand standards.

Responsibilities include managing labor, payroll, scheduling against budget, and reviewing financial performance to improve profitability. A hands-on, customer‑focused leader with strong communication and problem-solving skills is essential.

Qualifications

• Proven hotel operations leadership experience.
• Strong understanding of hotel financials and KPIs.
• Experience managing labor, scheduling, and payroll.

Responsibilities

• Oversee daily hotel operations across all departments.
• Lead department heads in Rooms, Front Office, Housekeeping, Maintenance, F&B, and Guest Services.
• Monitor labor productivity, scheduling, and payroll to meet budget.
• Review financial performance and implement cost-control measures.
• Coach and mentor leadership teams; provide hands-on training.

Skills

Hotel operations leadership

Financial acumen

Labor management

Operational KPIs

Communication skills

Leadership

Problem solving

Service mindset

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:We are seeking a highly motivated, adaptable, and hands-on Hotel Operations Manager with strong experience in overseeing hotel operations. This role serves as a high-impact leadership position, responsible for stabilizing, supporting, and improving hotel operations in all departments.Your Role:Assume operational leadership for Hotel IndigoOversee daily hotel operations, ensuring brand standards, policies, and procedures are consistently metLead and support department heads across Rooms, Front Office, Housekeeping, Maintenance, Food & Beverage, and Guest ServicesDrive guest satisfaction and service excellence throughout the entire guest experienceMonitor and manage labor productivity, scheduling, and payroll to align with budgetary goalsReview financial performance, forecasts, and expense controls; identify opportunities to improve profitabilityAssess operational challenges quickly and implement corrective action plansCoach, mentor, and support hotel leadership teams; provide hands-on training as requiredPartner with Sales, Revenue Management, and Corporate teams to support occupancy, ADR, and service initiativesEnsure standards for safety, cleanliness, maintenance, and regulatory compliance are metCommunicate effectively with ownership, leadership teams, and corporate stakeholdersStay informed of hotel industry trends and recommend operational improvements where applicableWhat are we looking for?Proven hotel operations leadership experience (Assistant General Manager or equivalent)Strong understanding of hotel financials, labor management, and operational KPIsAbility to quickly adapt to new properties, brands, systems, and team culturesExcellent communication, leadership, and problem-solving skillsHands-on, visible leadership style with a strong service mindsetWhat are we looking for?Compensation:$55,000.00-$65,000.00Pyramid 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.