PM Ops Manager

BENCHMARK; Marlborough (MA); On-site; USD 63,000 - 77,000; Full time

Benefits offered by this job

Hilton travel program

Medical/dental/vision benefits

Paid time off

401(k) match

Career development

Job summary

Embassy Suites by Hilton Marlborough in Marlborough, MA, seeks an experienced PM Operations Manager to lead hotel operations during the evening shift. You will ensure exceptional guest service, support team members, and maintain high hospitality standards across all departments.

Primarily 2:00 PM–11:00 PM, full-time with weekend availability. You will supervise Front Office, coordinate with Housekeeping, Engineering, F&B and Security, address guest concerns, and coach the team to uphold brand

Qualifications

• Minimum of 1 year of hotel supervisory or management experience.
• Previous Front Office leadership experience preferred.
• Strong leadership and problem-solving skills with excellent customer service.
• Ability to stay composed and make sound decisions in a fast-paced environment.
• Proficiency with hotel property management systems is preferred.
• Ability to work evenings, weekends and holidays as needed.

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.

Skills

Leadership

Communication

Problem-solving

Customer service

Conflict resolution

PMS software proficiency

Tools

PMS software

Front Office system

Job description

PM Operations Manager – Embassy Suites by Hilton, Marlborough, MA

Embassy Suites by Hilton Marlborough is seeking an experienced, guest‑focused PM Operations Manager to lead hotel operations during the evening shift. The role plays a critical leadership position by ensuring exceptional guest service, supporting team members, and maintaining the highest standards of hospitality across all departments.

Schedule

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

Key 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.

Compensation & Benefits

• Competitive salary: $70,000.00 – $70,000.00.
• 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.

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