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 PYRAMID WORKS, 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.

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!

• Lead daily Front Office operations and set the tone for an exceptional Hotel Flor guest experience.
• Create a warm, engaging, and personalized arrival experience that reflects the character and energy of downtown Cleveland.
• Lead by example on the floor, actively engaging with guests and associates and consistently modeling genuine, thoughtful hospitality.
• Oversee guest check‑in and check‑out processes, ensuring accuracy, efficiency, proper credit authorization, and fulfillment of special requests.
• Identify opportunities to personalize the experience for VIPs, groups, IHG members, repeat guests, and special occasions.
• Proactively resolve guest concerns and turn challenges into opportunities to create memorable “WOW” moments.
• Monitor guest feedback, online reviews, and guest satisfaction results while developing and implementing action plans for continuous improvement.
• Recruit, interview, onboard, coach, and develop Front Office team members.
• Build a high‑performing team through consistent coaching, meaningful feedback, performance development, recognition, and engagement.
• Create an environment where associates feel valued, supported, empowered, and motivated to deliver exceptional service.
• Ensure Hotel Indigo and IHG brand standards, SOPs, and operational expectations are consistently followed.
• Lead daily Front Office briefings and shift handovers, ensuring the team is aligned on arrivals, VIPs, events, guest needs, and operational priorities.
• Maintain accuracy and accountability within PMS, POS, reservation, and other hotel systems.
• Ensure appropriate staffing levels and scheduling based on occupancy, arrivals, departures, events, and overall business needs.
• Partner closely with Housekeeping, Engineering/Maintenance, Sales, Revenue Management, Food & Beverage, and other departments to create a…