Operations Manager

benchmark; Cleveland (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

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

Responsibilities

• 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

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:

The Operations Manager functions as the strategic leader of the property's Hotel Operations. Areas of responsibility include overseeing the Front Office, Food and Beverage, and Housekeeping departments. Reporting to the General Manager, the Operations Manager is the key liaison between the hotel's objectives and works to develop and implement strategies to maximize profitability. Initiatives with the objective of providing personalized services, resulting in increased guests and client loyalty.

Essential Duties and Responsibilities

Hotel Operations Leadership

• 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.

Front Office Management

• 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.

Guest Experience & Service Excellence

• 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.

Associate Development & Leadership

• 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