Guest-Focused Evening Hotel Operations Lead

Pyramid Global Hospitality; Marlborough (MA); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Hilton Team Member Travel Program

Medical, dental, and vision benefits

Paid time off and paid holidays

401(k) with company match

Professional development and career.

Job summary

Embassy Suites by Hilton Marlborough, part of Pyramid Global Hospitality, is seeking an experienced PM Operations Manager to lead hotel operations during the evening shift, ensuring guest-focused service and smooth throughput. Based in Marlborough, MA, you will oversee the Front Office and coordinate with Housekeeping, Engineering, F&B, and Security to address nightly needs.

This role requires strong leadership, outstanding communication, and the ability to make sound decisions under pressure,

Qualifications

• Minimum 1 year of hotel supervisory or management experience.
• Front Office leadership experience preferred.
• Strong leadership, communication, and problem-solving skills.
• Ability to work evenings, weekends, holidays.
• Stand/walk for extended periods and lift up to 25 pounds.

Responsibilities

• Oversee the nightly evening operations of the hotel and guest service.
• Supervise Front Office and coordinate with other departments during the evening shift.
• Respond promptly to guest concerns and resolve issues to ensure satisfaction.
• Assist with guest check-ins/check-outs and front desk operations as needed.
• Conduct property walks to ensure cleanliness, safety, and brand standards.
• Coordinate with Housekeeping, Engineering, F&B, and Security to address needs.
• Handle emergencies with calm, professional decisions.
• Coach, motivate, and develop team members and promote a positive work environment.
• Complete shift reports and communicate updates to overnight team.
• Ensure compliance with Hilton standards and safety procedures.
• Monitor guest satisfaction scores and drive memorable experiences.

Skills

Leadership

Communication

Problem-solving

Customer service

Conflict resolution

Decision making under pressure

Team motivation

Guest satisfaction focus

Tools

Hotel PMS

Job description

Embassy Suites by Hilton Marlborough, part of Pyramid Global Hospitality, is seeking an experienced PM Operations Manager to lead hotel operations during the evening shift, ensuring guest-focused service and smooth throughput. Based in Marlborough, MA, you will oversee the Front Office and coordinate with Housekeeping, Engineering, F&B, and Security to address nightly needs.

This role requires strong leadership, outstanding communication, and the ability to make sound decisions under pressure,