City, State:
New York, New York

Title: Director of Operations/HR

Location: NYC, NY

FLSA: Exempt

Status: Full-time

Reports to: General Manager

Supervises: Property Team Members

Job Summary: 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 service as the primary HR leader, ensuring compliance, fostering a positive workplace culture, and driving operational excellence.

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.
• Assist in managing the hotel's physical condition, including maintenance and quality control programs.
• Monitor 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.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

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.
• Flexible schedule, including availability for evenings, weekends, and holidays as required.

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.

Stonebridge offers 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.

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