PM - Front Desk Supervisor

Pyramid Global Hospitality; Marlborough (MA); On-site; USD 29,000 - 33,000; Full time

Benefits offered by this job

Full benefits package

401(k) with company match

Bonus programs

Job summary

Pyramid Global Hospitality, on behalf of Embassy Suites by Hilton Boston Marlborough, seeks a PM Front Desk Supervisor to lead the evening team and ensure warm, efficient service for every guest.

The role requires Front Desk experience, prior supervisory responsibility, and strong communication skills. Weekend availability and the ability to manage multiple tasks in a fast-paced environment are essential.

Qualifications

• Previous hotel Front Desk experience required.
• Previous supervisory or leadership experience preferred.
• Hilton or Embassy Suites experience is a plus.
• Strong knowledge of guest service and Front Office operations.
• Excellent communication and problem-solving skills.

Responsibilities

• Supervise and support Front Desk Agents during the evening shift.
• Assist with the daily operation of the Front Desk and ensure smooth evening transitions.
• Welcome guests, complete check-ins and check-outs, and assist with guest requests and concerns.
• Provide exceptional guest service and resolve issues in a professional and timely manner.
• Lead training, coaching, and mentoring of Front Desk team members.
• Ensure Front Desk procedures and hotel policies are consistently followed.

Skills

Front Desk experience

Supervisory experience

Guest service

Communication

Problem-solving

Attention to detail

Multitasking

Independent decision-making

Attendance reliability

Weekend availability

Job description

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 PYRAMIDWORKS, 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.

About Our Property

At the Embassy Suites by Hilton Boston Marlborough we pride ourselves on being the best employer in the area. What sets us apart? Our culture, full benefit plans, including 401k with a company match and our lucrative bonus programs, to name a few. We are looking for talented people who have a genuine passion for service. Our Core Values involve personal development, people, and a desire for wanting them to succeed. We believe each member of our team has a key part to play in our delivery of outstanding service and memorable experiences for each guest. We want a hotel that people want to come to, not through. Find out today what a career with Pyramid Hotel Group at Embassy Suites by Hilton Boston Marlborough can mean for you! Embassy Suites by Hilton Boston Marlborough boasts 230 rooms, 3,500 sq ft of event space, restaurant, and bar.

What You Will Have An Opportunity To Do

PM Front Desk Supervisor

Embassy Suites by Hilton – Marlborough, MA

Schedule: Typically 3:00 PM–11:00 PM | Weekends Required Full-Time

Embassy Suites by Hilton is looking for a PM Front Desk Supervisor to join our Front Office team! We are seeking a friendly, professional, and dependable leader who enjoys working with people and is committed to providing an exceptional guest experience.

The PM Front Desk Supervisor will help oversee the evening operation of the Front Desk, support and coach Front Desk Agents, and ensure our guests receive the warm, efficient service they expect from Embassy Suites.

What You’ll Do

• Supervise and support Front Desk Agents during the evening shift.
• Assist with the daily operation of the Front Desk and ensure smooth evening transitions.
• Welcome guests, complete check‑ins and check‑outs, and assist with guest requests and concerns.
• Provide exceptional guest service and resolve issues in a professional and timely manner.
• Monitor arrivals, departures, room assignments, and special guest requests.
• Assist with handling guest complaints and finding appropriate solutions.
• Ensure Front Desk procedures, Hilton standards, and hotel policies are consistently followed.
• Support Front Desk Agents with questions, transactions, and challenging guest situations.
• Monitor the lobby and Front Desk area to ensure it remains clean, organized, and welcoming.
• Assist with cash handling, daily reports, and other Front Office procedures.
• Communicate important information and outstanding issues to the appropriate departments and the incoming shift.
• Work closely with Housekeeping, Maintenance, Food & Beverage, and other departments to ensure guest needs are met.
• Help train, coach, and mentor Front Desk team members.
• Lead by example and promote a positive, team‑oriented work environment.
• Assist the PM Operations Manager with additional responsibilities as needed.

What We’re Looking For

• Previous hotel Front Desk experience required.
• Previous supervisory or leadership experience preferred.
• Hilton or Embassy Suites experience is a plus.
• Strong knowledge of guest service and Front Office operations.
• Excellent communication and problem‑solving skills.
• Ability to remain calm and professional when handling challenging situations.
• Strong attention to detail and organizational skills.
• Ability to multitask and prioritize in a fast‑paced environment.
• Comfortable working independently and making decisions when needed.
• Must be dependable and have excellent attendance.
• Must be available to work weekends.
• Ability to work a typical 3:00 PM–11:00 PM schedule.

Why Join Us?

At Embassy Suites, our Front Office team plays a key role in creating a memorable experience for every guest. As a PM Front Desk Supervisor, you’ll have the opportunity to lead a team, develop your hospitality skills, and make a direct impact on our guests and hotel operations.

If you’re a hospitality professional who enjoys leading a team and creating great guest experiences, we’d love to meet you!

What are we looking for?

• At least one year in a customer service role with high guest interaction
• Hospitality industry experience is a plus.
• Ability to solve problems when they arise.
• Ability to work in a team environment is a must.
• Pleasant and helpful personality.
• Must be able to work a full shift standing and going back and forth to the valet lot and different areas of the hotel.
• A strong desire to make an impact on other people
• An outgoing and engaging personality
• Excellent verbal communication skills
• Ability to work in a fast‑paced setting
• Ability to stand for the duration of the shift
• Must be available to work various shifts including weekends and holidays

Compensation

$20

$21

Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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.