Operations Manager

Pyramid Global Hospitality•Cleveland, OH

24d

About The Position

The Operations Manager is the strategic leader of Hotel Indigo Cleveland Gateway’s hotel operations, overseeing Front Office, Food and Beverage, and Housekeeping. Reporting to the General Manager, the role connects hotel objectives with strategies to maximize profitability and deliver personalized service that builds guest and client loyalty. The Operations Manager oversees daily hotel performance and departmental coordination, acts as Manager on Duty as needed, and responds to operational emergencies and guest concerns. The role includes Front Office systems and reservations oversight; guest experience and service recovery; associate recruitment, training, coaching, and development; inventory, purchasing, and vendor management; financial and labor management; and safety, compliance, and risk management. The position requires a varied schedule, including evenings, weekends, and holidays, based on business needs.

Requirements

At least 2 years of progressive hospitality leadership experience, including management of both Front Office and Food and Beverage operations in a full-service hotel, resort, or similar guest-focused environment.
Ability to lead, motivate, and develop teams while fostering exceptional guest service and operational excellence.
Flexibility to work a varied schedule, including evenings, weekends, and holidays, based on business needs.
Strong organizational, analytical, and time-management skills, including the ability to prioritize multiple responsibilities in a fast-paced environment.
Accuracy, attention to detail, professionalism, and ability to meet deadlines and operational objectives.
Strong problem-solving and decision-making abilities, sound judgment, and ability to handle guest and operational challenges.
Excellent interpersonal, communication, and customer service skills, with ability to build relationships with guests, associates, vendors, and business partners.
Self-motivated, results-oriented, and able to work independently and collaboratively as part of a leadership team.
English communication ability required.
Proficiency in Microsoft Office Suite and hospitality technology systems, including Property Management Systems (PMS) and Point-of-Sale (POS) platforms.
Current CPR, ServSafe, and TIPS certifications, or ability to obtain them within a designated period of employment.

Nice To Haves

Bilingual or multilingual communication skills; Spanish and/or Portuguese are strongly preferred.
Experience with Opera Cloud and Micros.

Responsibilities

Oversee hotel strategy, performance, and daily operations across Front Office, Food and Beverage, and Housekeeping.
Ensure effective communication and coordination between departments, and implement initiatives to improve guest satisfaction, service delivery, and profitability.
Model the hotel’s service culture, act as Manager on Duty as required, and respond to operational emergencies and guest concerns.
Oversee Front Office operations with the Front Desk Manager; prepare and review occupancy forecasts, no-show reports, pickup reports, and related reports.
Create and manage Front Office schedules and monitor labor productivity using Hotel Effectiveness.
Monitor PMS interface activity and resolve 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 functionality; troubleshoot rate loading, packages, promotions, third-party reservation systems, and OTA extranets.
Train and coach Front Office associates on PMS systems, reservations, group bookings, billing, and guest recovery.
Ensure accurate guest registration, billing, room assignments, and credit handling.
Address guest concerns, complaints, and special requests; monitor feedback, reviews, and satisfaction metrics and implement improvements to guest loyalty and repeat business.
Recruit, train, develop, and mentor associates; maintain onboarding and training programs, develop materials and procedures, and implement coaching, career development, cross-training, and recognition programs.
Promote accountability, teamwork, associate engagement, and consistent performance through meetings and ongoing performance discussions.
Purchase branded supplies and operational inventory; maintain Front Office and Food and Beverage inventory orders and control costs.
Maintain vendor relationships, complete vendor setup documentation, and submit invoices and supporting documentation for approval and payment.
Manage departmental labor costs, payroll, productivity, overtime, and staffing levels; support budgeting and forecasting, monitor expenses, and implement cost controls.
Coordinate OSHA compliance programs, maintain required documentation, ensure appropriate PPE use and chemical management, and conduct safety inspections and training.
Maintain compliance with federal, state, local, and company regulations and coordinate health and safety standards in Food and Beverage operations.