Director of Operations & People Services

Stonebridge Hospitality Management

1d•$135,000 - $140,000•Onsite

About The Position

The Director of Operations & People Services 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.

Requirements

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.

Responsibilities

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.