Operations Manager

Pyramid Global Hospitality•Cleveland, OH

25d•$55,000 - $65,000

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, this role connects property objectives with operational strategies designed to maximize profitability and provide personalized service that builds guest and client loyalty. The position oversees daily hotel performance, coordinates departments, develops and supports associates, manages guest concerns, and monitors service and satisfaction. It also supports Front Office systems and reservations, inventory and vendor processes, labor and financial management, and safety and regulatory compliance. The property has 143 guest rooms and suites, more than 2,400 square feet of meeting space, and two outlets, including a signature restaurant.

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.
Ability 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 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 skills and sound judgment in handling guest and operational challenges.
Excellent interpersonal, communication, and customer service skills, with the ability to build positive relationships with guests, associates, vendors, and business partners.
Self-motivation and results orientation, with the ability to work independently and collaboratively as part of a leadership team.
Effective communication in English is 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 operations strategy, performance, and daily activities across assigned departments.
Coordinate communication and operations between departments and implement initiatives to improve guest satisfaction, service, and profitability.
Lead by example in guest interactions, serve as Manager on Duty when 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 and pickup reports, and other operational reports.
Create Front Office schedules and monitor labor productivity using Hotel Effectiveness.
Monitor PMS interfaces and resolve integration failures, balancing issues, overbookings, and inventory discrepancies; serve as the property's primary resource for reservations and PMS functionality.
Troubleshoot rate loading, packages, promotions, third-party reservation systems, and online travel agency extranets in coordination with the Director of Revenue as appropriate.
Train and coach Front Office associates on PMS systems, reservation procedures, group bookings, billing, and guest recovery.
Ensure accurate guest registration, billing, room assignments, and credit handling.
Address guest concerns, complaints, and special requests; monitor guest feedback, reviews, and satisfaction metrics and implement service-improvement and loyalty strategies.
Recruit, train, develop, and mentor associates; maintain onboarding and training programs, develop materials and operating standards, and implement coaching, career development, cross-training, and recognition programs.
Foster accountability, teamwork, and associate engagement; conduct departmental meetings and performance discussions.
Purchase branded supplies and operational inventory, maintain inventory orders for Front Office and Food and Beverage, monitor stock levels, and control costs.
Establish vendor relationships, complete vendor setup documentation, and submit invoices and supporting documentation for approval and payment.
Manage labor costs through scheduling and staffing; monitor payroll, productivity, overtime, and staffing levels using Hotel Effectiveness.
Support annual budgeting and forecasting, monitor departmental expenses, and identify efficiency and cost-control opportunities while maintaining service standards.
Coordinate OSHA compliance programs, maintain required documentation, ensure proper PPE use and chemical management, and conduct safety inspections and training.
Maintain compliance with applicable federal, state, local, and company regulations and monitor health and safety standards in Food and Beverage operations.