PM Ops Manager

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

Position

Embassy Suites by Hilton Marlborough is seeking an experienced, guest‑focused PM Operations Manager to lead hotel operations during the evening shift.

Location

Embassy Suites by Hilton – Marlborough, MA

Schedule

• Primarily 2:00 PM – 11:00 PM
• Full‑time
• Weekend availability is required

Essential Responsibilities

• Oversee the daily evening operations of the hotel, ensuring exceptional guest service and smooth operations.
• Supervise and support the Front Office team while providing leadership to all operational departments during the evening shift.
• Respond promptly and professionally to guest concerns, resolving issues to ensure complete guest satisfaction.
• Assist with guest check‑ins, check‑outs, and front desk operations as needed.
• Conduct property walks to ensure cleanliness, safety, security, and brand standards are maintained throughout the hotel.
• Coordinate with Housekeeping, Engineering, Food & Beverage, and Security to address operational needs.
• Handle emergency situations and make sound decisions while maintaining a calm and professional demeanor.
• Coach, motivate, and develop team members while promoting a positive and engaging work environment.
• Complete shift reports, communicate operational updates, and ensure a smooth transition to the overnight team.
• Ensure compliance with Hilton brand standards, company policies, and all safety and security procedures.
• Monitor guest satisfaction scores and work proactively to create memorable guest experiences.

Qualifications

• Minimum of 1 year of hotel supervisory or management experience preferred.
• Previous Front Office leadership experience strongly preferred.
• Strong leadership, communication, and problem‑solving skills.
• Ability to remain composed and make sound decisions in a fast‑paced environment.
• Excellent customer service and conflict resolution skills.
• Proficiency with hotel property management systems is preferred.
• Ability to work evenings, weekends, holidays, and additional hours as business demands require.
• Ability to stand and walk for extended periods and occasionally lift up to 25 pounds.

What We Offer

• Competitive salary
• Hilton Team Member Travel Program with discounted hotel stays worldwide
• Medical, dental, and vision benefits for eligible team members
• Paid time off and paid holidays
• 401(k) with company match
• Professional development and opportunities for career advancement within Pyramid Global Hospitality and Hilton

Compensation

$70,000.00 per year.

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.