Front Desk - Manager

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.

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.

Responsibilities

Guest Service & Operations

• Lead and manage front desk operations to ensure a welcoming and professional guest experience.
• Oversee guest check-in, check-out, room assignments, and service requests.
• Respond promptly and effectively to guest inquiries, concerns, and escalated issues.
• Ensure compliance with company service standards, policies, and procedures.
• Monitor guest satisfaction and implement improvements to enhance the guest experience.

Team Leadership

• Recruit, train, coach, and develop front desk associates.
• Create employee schedules and manage staffing levels to meet business needs.
• Conduct performance evaluations and provide ongoing feedback.
• Foster a positive, collaborative, and service-oriented work environment.
• Address employee relations concerns in partnership with Human Resources.

Financial & Administrative Management

• Monitor cash handling procedures, billing accuracy, and daily transaction reconciliation.
• Assist in managing departmental budgets and controlling labor costs.
• Prepare and review operational reports, occupancy data, and performance metrics.
• Ensure accurate recordkeeping and compliance with company and regulatory requirements.

Communication & Coordination

• Collaborate with housekeeping, maintenance, security, sales, and other departments to ensure smooth operations.
• Communicate important guest and operational information during shift transitions.
• Participate in management meetings and contribute to operational planning and decision-making.

Requirements

• High school diploma or equivalent.
• Minimum 2-3 years of front desk, guest service, or hospitality experience.
• Previous supervisory or leadership experience.
• Strong customer service and conflict-resolution skills.
• Proficiency with property management systems, reservation systems, and Microsoft Office applications.
• Excellent verbal and written communication skills.

Preferred Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Experience in hotel, resort, healthcare, or corporate reception environments.
• Knowledge of revenue management and operational reporting.

Skills

• Leadership and team development
• Customer service excellence
• Problem-solving and decision-making
• Organizational and time-management skills
• Financial acumen
• Attention to detail
• Professionalism and adaptability

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to lift up to 25 pounds occasionally.
• Ability to work evenings, weekends, holidays, and flexible schedules as needed.

Work Environment

This position operates in a fast-paced customer-facing environment and requires frequent interaction with guests, employees, and management. The Front Desk Manager must maintain a professional appearance and demonstrate a commitment to delivering exceptional service.

Pay

$45,000 - $55,000