Operations Manager

Director of Operations – Hotel Indigo Cleveland Gateway

Welcome to Pyramid Global Hospitality, where people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and well‑being. Our commitment to a People First culture is reflected in our approach to employee development and benefits, as well as in our dedication to building meaningful relationships.

We offer a range of employment benefits, including comprehensive health insurance, retirement plans, paid time off, as well as unique perks such as on‑site wellness programs, local discounts, and employee rates on hotel stays. We are committed to ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers.

Our brand new 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. Join our team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences.

The Director of Operations is a key strategic leader responsible for overseeing the day‑to‑day performance of the resort’s Front Desk, Housekeeping, and Guest Operations. This role ensures seamless guest experiences, operational excellence, and alignment with the service culture and brand standards of IHG. The ideal candidate is a driven, hands‑on leader who develops high‑performing teams, elevates the guest journey, and consistently delivers strong financial and service outcomes across all Rooms Division touchpoints.

• Demonstrate positive leadership characteristics, which inspire employees to meet and exceed standards.
• Ensure appearance standards are maintained.
• Maintain work areas neat and organized.
• Manage hotel rooms division to ensure efficient and profitable operation.
• Promote employee empowerment.
• Report all unsafe conditions immediately.
• Select, train, supervise, schedule, develop, discipline, and counsel employees according to Davidson policies and procedures.
• Answer guest complaints and resolve problems.
• Assist in maintaining high safety awareness.
• Attend required meetings.
• Complete other duties as assigned by supervisor to include cross training.
• Delegate authority and assign responsibilities to department managers.
• Establish standards for performance, service, room rates and advertising.
• Inspect guestrooms, public areas for cleanliness and appearance.
• Allocate funds, authorize expenditures.
• Assist in managing attrition.
• Assist in planning budgets for all departments.
• Conduct performance appraisals.
• Facilitate rooms division meetings.
• Maintain inventory control procedures.
• Maintain MSDS control procedures for chemicals according to OSHA requirements.
• Produce monthly forecast of revenues, profitability.
• Oversee hotel in the absence of the General Manager.
• Prepare quarterly plans and actions.
• Prepare yearly revenue/expense projection, rolling forecast.
• Shop the competition annually.
• Other duties as assigned by GM.

• Bachelor’s degree, preferably in Hospitality Management plus a minimum of 8 years of progressive growth in the Rooms Division operations.
• Excellent communicator, including written skills and the ability to speak in front of large groups of people.
• Competent leadership skills focused on directing and mentoring all departments towards achieving the resort’s customer service objectives.
• Working knowledge of all departments in the hotel.
• Experience to fill in for the Resort General Manager when needed.
• Experience in preparing hotel forecasts and working knowledge of all computer systems used to prepare and report financial results.
• Team player mindset that works closely with and supports all resort Division Heads and their teams.

$50,000 – $65,000. 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.

Pyramid Global Hospitality is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.