Customer Service & Support Jobs in Massachusetts (Now Hiring) — 16,384 open — Page 228

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:

Embark on a vibrant career at Wyndham Boston Beacon Hill, where excellence is not just a goal but a promise to create extraordinary experiences! With 304 well-appointed guest rooms and eight versatile meeting spaces, totaling 5,678 sq ft, our hotel provides an inspiring workplace that seamlessly blends comfort, commitment, and a distinctive culture. What sets us apart? Our unwavering dedication to cultivating a positive workplace culture, comprehensive benefit plans, including a 401k with a company match, and enticing bonus programs designed to recognize your dedication. We are actively seeking talented individuals with a genuine passion for service to join our dynamic team. Our Core Values center around personal development, building a sense of community, and a sincere desire for the success of every team member. Be a part of a team where each member plays a pivotal role in delivering exceptional service and crafting memorable experiences for our guests. Explore the exciting career possibilities that await you with Pyramid Global Hospitality at Wyndham Boston Beacon Hill. Your journey towards a fulfilling career starts here!

What you will have an opportunity to do:

Location: Boston, Massachusetts, 02114

Property: 304-Room Transitioning Lifestyle Hotel

Department: Housekeeping / Rooms Division

Reports To: General Manager / Director of Operations

Job Type: Full-Time, Exempt

Compensation: Competitive salary commensurate with experience + comprehensive benefits (95-115K)

An Invitation to Set the Standard for What a Guest Feels Before a Single Word Is Spoken

Before a guest meets the front desk agent, before they taste the food, before they hear the music in the lobby, they feel the room. The crisp weight of the sheets. The scent in the air. The way the light hits a perfectly made bed. The absence of a single thing out of place. That moment, the one where a guest walks into their room and exhales, where their shoulders drop and they think "I am exactly where I am supposed to be," that moment belongs to Housekeeping. And the leader who makes that moment possible, every single time, in every single room, is the Director of Housekeeping.

In 2027, our property is undergoing a full-scale transformation from a traditional hotel brand into a lifestyle brand. We are not just refreshing the rooms. We are reimagining the entire physical environment, every surface, every texture, every scent, every detail that a guest touches, sees, and feels during their stay. The Director of Housekeeping will be the person who translates that brand vision into a tangible, sensory experience across 304 rooms and every public space in the building. This is not maintenance. This is brand architecture.

We are looking for the leader who understands that housekeeping is the foundation of everything a lifestyle hotel promises. The person who sees a guest room not as a space to be cleaned but as an experience to be curated. The person who builds teams that take personal pride in perfection and creates systems that make excellence repeatable at scale. The person who knows that in the best hotels in the world, the Housekeeping department is not behind the scenes. It is the scene.

If you have ever walked a floor and noticed the one detail that was a quarter inch off before anyone else did, if you have ever built a housekeeping team that operated with the precision of a luxury brand and the heart of a family, if you believe that the physical environment is the most powerful form of hospitality, keep reading. We wrote this for you.

The Vision: From Clean Rooms to Curated Environments

The standard for housekeeping at most hotels is simple: clean, stock, turn. Rooms are serviced on a checklist. Linens are changed. Amenities are replaced. The guest never thinks about it unless something goes wrong. That model is not what we are building.

The best lifestyle hotels in the world have proven that the physical environment is the single most powerful expression of brand identity. Every room tells a story through its presentation. The way towels are folded, the quality of the amenities, the consistency of the turndown experience, the freshness of the air, the spotless precision of the public spaces, these are not operational details. They are brand promises. And the Director of Housekeeping is the person who keeps those promises 304 times a day, every day, without exception.

Our 2027 transformation will introduce design-forward interiors, elevated amenity programs, signature scent and sensory elements, and a physical environment that reflects the cultural identity of our neighborhood and the creative spirit of the lifestyle brand. We need a Director of Housekeeping who does not just maintain this vision but who helps shape it, who brings operational mastery and aesthetic sensibility in equal measure, and who builds a department that delivers five-star consistency with lifestyle-brand soul.

About Pyramid Global Hospitality

Pyramid Global Hospitality is a people-first company managing over 230 properties worldwide. We are dedicated to creating a supportive, inclusive work environment that fosters diversity, growth, and wellbeing. We offer comprehensive health insurance, retirement plans, paid time off, on-site wellness programs, local discounts, and employee rates on hotel stays, plus ongoing training and development to help you build a career that matches your ambition.

About Property

Our hotel is a 304-room property currently in transition to a lifestyle brand, with eight versatile meeting spaces totaling 5,678 sq ft, located in one of Boston's most historic and culturally rich neighborhoods. Our team lives by Core Values centered on personal development, community, and the genuine success of every team member. As part of our lifestyle brand transition, we are reimagining every physical space in the property, from guest rooms to corridors to public areas, to deliver a sensory experience that is warm, design-forward, immaculately maintained, and unmistakably ours.

Your Role: The Guardian of the Guest Experience They Can Feel

As Director of Housekeeping, you are responsible for every physical space a guest encounters. You will lead, train, and inspire a team of room attendants, housepersons, laundry staff, and supervisors to deliver a level of cleanliness, presentation, and environmental quality that defines the brand. You will own the operating standards, the staffing model, the budget, the vendor relationships, and the relentless daily execution that ensures every room and every public area meets the standard every single time. This is where operational excellence meets design thinking and brand storytelling.

Operational Leadership and Standards of Excellence

• Direct and oversee all daily housekeeping operations across 304 guest rooms, corridors, public areas, back-of-house spaces, and meeting facilities, ensuring every space meets or exceeds brand presentation standards.
• Develop, implement, and continuously refine housekeeping standard operating procedures that reflect the elevated expectations of a lifestyle brand, including room presentation, turndown service, deep cleaning cycles, and public area maintenance.
• Conduct daily inspections of guest rooms, suites, corridors, lobbies, restrooms, and all public and back-of-house areas, holding the team to a standard of perfection that is visible, consistent, and repeatable.
• Manage the department's operating budget with financial discipline, controlling labor costs, supply expenses, linen inventory, amenity procurement, and vendor contracts while maintaining uncompromising quality.
• Establish and maintain inventory control systems for all linens, uniforms, cleaning supplies, guest amenities, and equipment. Forecast needs accurately, prevent waste, and ensure the department is always fully stocked and operationally ready.
• Oversee laundry operations, ensuring linen quality, par levels, and turnaround times consistently support the demands of a 304-room property with luxury presentation standards.
• Partner with Engineering and Maintenance to identify and address room deficiencies, preventive maintenance needs, and capital project coordination, ensuring rooms are not just clean but fully functional and guest-ready.
• Implement and enforce health, safety, and sanitation standards in full compliance with OSHA, local health codes, and brand requirements. Maintain a safe working environment for the entire housekeeping team.
• Monitor and manage room status and availability in the property management system, coordinating with the Front Office to maximize room turns, minimize wait times, and optimize guest satisfaction during peak check-in periods.

Team Leadership, Development and Culture

• Recruit, hire, onboard, and retain a high-performing housekeeping team, building a department culture rooted in pride, accountability, mutual respect, and a shared commitment to excellence.
• Lead, mentor, and develop housekeeping supervisors and team leads, empowering them to manage their zones with autonomy, confidence, and the same exacting standards you set.
• Create and manage staffing schedules, labor forecasts, and productivity benchmarks that balance operational demands with team wellbeing, ensuring adequate coverage during peak occupancy, group arrivals, and special events.
• Design and deliver ongoing training programs that go beyond technical cleaning skills to include brand standards education, guest interaction, attention to detail, sustainability practices, and the lifestyle brand philosophy that makes our property different.
• Conduct regular performance evaluations, provide coaching and corrective action when needed, and recognize and reward outstanding performance. Build a team where people want to stay and grow.
• Foster a positive, inclusive, and respectful work environment where every team member, regardless of role or background, feels valued, heard, and supported.
• Lead daily shift briefings that connect the team to the bigger picture, share guest feedback, celebrate wins, address issues in real time, and reinforce the standard every single day.

Brand Experience and Cross-Functional Collaboration

• Champion the lifestyle brand narrative across every physical touchpoint in the property. You are not just overseeing cleaning. You are curating the environment that defines how guests feel in this hotel.
• Collaborate with the General Manager, Director of Operations, and design partners to implement the aesthetic and sensory elements of the brand transition, including signature amenities, scent programs, design-forward room presentation, and curated in-room experiences.
• Partner with Guest Services, Front Office, and the concierge team to anticipate and fulfill special guest requests, VIP preparations, loyalty recognition, and personalized room setups that elevate the stay.
• Coordinate with Sales, Catering, and Events teams to ensure meeting spaces and event areas are immaculately prepared, reset, and maintained to the same standard as the guest rooms.
• Work with Sustainability and Procurement to evaluate and implement eco-conscious cleaning products, linen programs, waste reduction initiatives, and green certifications that align with the lifestyle brand's values and guest expectations.
• Serve as a key member of the property leadership team, contributing to hotel-wide strategy, guest satisfaction initiatives, and operational planning with the perspective of the department that touches every physical space in the building.
• Review guest feedback, online reviews, and satisfaction scores related to cleanliness and room quality. Use data to identify trends, address recurring issues, and drive continuous improvement across the department.

Who You Are

You are the leader who walks a floor and sees what everyone else misses. You notice the pillow that is slightly off center, the baseboard that needs attention, the light bulb that is starting to dim. Not because you are looking for problems, but because perfection is your default setting. You have built housekeeping teams that operate with military precision and genuine warmth. You understand that the people who clean, stock, fold, and prepare 304 rooms every day are the backbone of the entire guest experience, and you treat them accordingly.

You have been paying attention to how the best hotels in the world are elevating the physical environment as a brand differentiator, moving beyond cleanliness into sensory design, curated amenities, and spaces that tell a story. You are ready to bring that vision to a property that is building something new. You do not just want a housekeeping leadership role. You want to be the person who defines what this hotel looks and feels like from the inside out.

Required Qualifications

• 5 to 7 years of progressive housekeeping management experience in a full-service hotel, resort, or high-volume hospitality environment, with at least 3 years in a Director or Assistant Director role.
• Proven track record of leading and developing large housekeeping teams (50+ team members) with demonstrated success in team retention, training, and performance management.
• Deep operational expertise in housekeeping management including budgeting, labor forecasting, inventory control, vendor management, quality assurance, and regulatory compliance.
• Comprehensive knowledge of health, safety, and sanitation standards including OSHA regulations, local health codes, and brand-specific quality programs.
• Proficiency with property management systems, housekeeping management software, and workforce scheduling tools.
• Exceptional leadership, communication, and interpersonal skills with the ability to motivate, develop, and hold accountable a diverse team across all shifts.
• Strong financial acumen with experience managing departmental budgets, controlling costs, and delivering operational results without compromising quality.
• The ability to maintain composure and deliver consistent excellence under pressure, particularly during high-occupancy periods, group turnovers, and special events.
• Flexibility to work varied schedules including early mornings, evenings, weekends, and holidays as needed to support hotel operations.

Preferred Qualifications: The Edge We Are Looking For

• Experience in a luxury, lifestyle, boutique, or design-forward hotel environment where the physical environment and room presentation are primary competitive differentiators.
• A track record of leading housekeeping operations through a brand transition, property renovation, pre-opening, or repositioning where new standards had to be built from scratch.
• Bachelor's degree in Hospitality Management, Business Administration, or a related field (equivalent hands-on leadership experience valued equally, we care about what you have built, not just what is on paper).
• Experience implementing sustainability programs, green cleaning initiatives, or eco-conscious operational practices in a hotel housekeeping environment.
• Familiarity with elevated service standards consistent with Forbes-rated or AAA Diamond properties, demonstrating an understanding of what physical excellence looks and feels like at the highest level.
• Knowledge of the Greater Boston hospitality market, including competitive set properties, labor market dynamics, and local regulatory requirements.
• Bilingual or multilingual proficiency is a plus. Our team comes from everywhere.
• A genuine passion for design, interiors, detail, and the belief that the spaces we create for guests are the most powerful form of hospitality.

Why This Role. Why Now. Why You.

Let us be direct: this is not a maintenance hire. This is a once-in-a-career opportunity to define the physical identity of a brand-new lifestyle hotel.

In 2027, this property transitions from a traditional hotel into a lifestyle brand, and you will be the person who ensures that every room, every corridor, every public space, and every hidden corner reflects that transformation. You will not be inheriting someone else's standards. You will be writing them. From the linen program to the amenity selection to the turndown ritual to the way a guest room smells when the door opens, every detail will have your fingerprint on it.

You will have the full support of Pyramid Global Hospitality's resources, training, and 230+ property network behind you. But the physical experience of this hotel is yours.

The housekeeping leaders who built the most exceptional hotel environments in the world, the ones who proved that cleanliness is not the ceiling but the floor, who showed that the physical space is the most honest expression of a hotel's brand, who turned a housekeeping department into the competitive advantage that guests talk about in every review, they all started with a moment like this one.

This is that moment. And we want to meet you.

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

What are we looking for?

Compensation:

$85,000

-

$100,000

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.