Director of Operations/HR

About the role

The Director of Operations/HR supports the General Manager in providing strategic and hands-on leadership for all hotel operations and people functions. This role is responsible for managing daily operations, ensuring guest satisfaction, and maintaining operational and financial performance in line with company standards, while serving as the primary HR leader.

Essential Functions and Duties

• Assist the General Manager in overseeing hotel operations, focusing on front-of-house and housekeeping departments.
• Provide the Revenue Management Department with market analysis and local event forecasts to optimize occupancy and rates.
• Support sales efforts by ensuring front office and reservation teams are informed about rate structures and trained in yield management procedures.
• Train and motivate front desk staff to perform front office operations, revenue management tasks, and customer service protocols.
• Help produce the annual budget and forecast changes in operating expenses and labor costs.
• Adjust controllable expenses based on monthly revenue forecasts to maintain profit margins.
• Administer company policies for cash handling, accounts payable, accounts receivable, and payroll in the General Manager's absence.
• Train team members to deliver guest services in line with company standards, and address guest complaints directly.
• Manage guest loyalty programs and ensure compliance with franchise or company policies.
• Recruit, select, and motivate team members, providing leadership and guidance to maintain high levels of guest service.
• Aid in managing the hotel's physical condition, including maintenance and quality control programs.
• Maintain labor costs, productivity, scheduling, and departmental performance.
• Ensure compliance with brand standards, company policies, and operational procedures.
• Ensure compliance with all applicable federal, state, and local employment laws, including NYS and NYC regulations.
• Lead employee relations matters, including investigations, corrective action, conflict resolution, and performance management.
• Foster team member engagement initiatives that support a positive and inclusive workplace culture.
• Collaborate with the General Manager to address operational challenges and develop strategies for improvement.

Required Experience, Education, and Skills

• Bachelor’s degree in Hotel/Restaurant Management, Business, or a related field; equivalent experience may be acceptable.
• 3-5 years of experience in hotel management, preferably with a focus on front-of-house or rooms division operations.
• 2-3 years of Human Resources management experience, preferably within hospitality in NYC.
• Strong knowledge of revenue management, financial analysis, and budgeting.
• Proficiency in property management systems and Microsoft Office (Word, Excel, PowerPoint).
• Excellent communication and leadership skills to manage staff and interact with guests.
• Ability to make data-driven decisions, adjust strategies to improve performance, and resolve guest issues effectively.
• Experience in recruitment, staff training, and performance management.
• Strong organizational skills with the ability to manage multiple tasks and priorities.

Work Environment

Primarily an indoor role, with frequent interaction in guest areas, front-of-house, and housekeeping departments. Must be able to sit, stand, and walk for extended periods while overseeing hotel operations. Must be able to lift and carry objects up to 20 lbs occasionally.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the team member for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Equal Employment Opportunity

Stonebridge is committed to equal employment opportunities. We do not discriminate based on race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability, or medical condition. All aspects of employment, including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall, and termination, will be conducted without discrimination. Reasonable accommodations will be made for disabled team members. Resumes and applications for employment will be evaluated based on qualifications and the ability to meet the position's requirements.

Benefits

Comprehensive benefits including medical, dental, vision, PTO, 401(k) matching, wellness support, life and disability coverage, savings accounts, tuition aid, and travel and lodging perks.

Legal Compliance

An employer who violates this law shall be subject to criminal penalties and civil liability. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.