PM Ops Manager

Pyramid Global Hospitality • Boston, MA

7d • $70,000 - $70,000 • Onsite

About The Position

Embassy Suites by Hilton Marlborough is seeking an experienced, guest-focused PM Operations Manager to lead hotel operations during the evening shift. This position plays a critical leadership role by ensuring exceptional guest service, supporting team members, and maintaining the highest standards of hospitality across all departments. The ideal candidate is a hands-on leader who thrives in a fast-paced environment, leads by example, and is passionate about creating outstanding guest experiences.

Requirements

• Minimum of 1 years 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.

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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed