Director of Culture Employee Experience

Director of Culture & Employee Experience 

Key Responsibilities
Culture & Organizational Effectiveness
• Serve as the steward of the company's culture, values, and employer brand across all 20
properties.
• Design and lead culture initiatives, recognition programs, and employee engagement
strategies aligned with organizational goals.
• Partner with property leadership to assess cultural health through surveys, listening
sessions, and qualitative feedback — then act on findings.
• Develop and deliver culture onboarding content for all new hires across the portfolio.
• Track and report on engagement metrics and culture indicators to the VP of HR.
Employee Relations Support
• Serve as an escalation point for complex employee relations matters, supporting the HR
Director/Business Partner across all 20 properties.
• Conduct and document investigations related to employee complaints, policy violations,
and workplace conflicts.
• Advise managers and supervisors on performance management, corrective action, and
documentation best practices.
• Ensure consistent application of HR policies across US and Canadian properties, with
awareness of jurisdictional differences.

Employee Relations Support
• Serve as an escalation point for complex employee relations matters, supporting the HR
Director/Business Partner across all 20 properties.
• Conduct and document investigations related to employee complaints, policy violations,
and workplace conflicts.
• Advise managers and supervisors on performance management, corrective action, and
documentation best practices.
• Ensure consistent application of HR policies across US and Canadian properties, with
awareness of jurisdictional differences.
• Monitor ER trends and proactively recommend policy or training interventions.

Property Transitions & Portfolio Onboarding
• Own the HR onboarding playbook for all newly acquired or managed properties joining
the portfolio.
• Lead cross-functional transition teams to ensure Day 1 readiness: benefits enrollment,
policy rollout, culture orientation, and HRIS setup.
• Conduct discovery sessions with incoming property leadership to understand existing
culture and workforce dynamics.
• Partner with Payroll and Benefits teams to ensure continuity of compensation and
benefits during transitions.
• Create transition timelines, communication plans, and accountability frameworks for
each property onboarding.
• Serve as the primary HR contact for incoming property employees during the transition
period.
Hotel Operations Partnership
Partnering with Hotel Operations
● Build and maintain strong working relationships with General Managers and department
heads across all properties, serving as a trusted HR advisor embedded in the
operational rhythm of each hotel.
● Understand the unique operational demands of hotel environments — including 24/7
scheduling, high-volume hourly staffing, seasonal fluctuations, and brand standards —
and translate those realities into practical HR solutions.
● Partner with operations leaders to develop and reinforce a guest-first service culture that begins with how team members are hired, onboarded, recognized, and developed.
● Support General Managers in navigating people challenges at the property level,
including front-of-house and heart-of-house team dynamics, turnover reduction
strategies, and management development.
● Collaborate with brand partners and flag leadership (Marriott, Hilton, IHG, etc.) to align
HR practices with brand culture expectations and service delivery standards.
● Act as a culture bridge between corporate HR and on-property teams, ensuring that
initiatives designed at the management company level are implemented in a way that
resonates with hourly and salaried hotel staff alike.
● Monitor key hotel-specific workforce metrics — including turnover rates, time-to-fill,
internal promotion rates, and exit interview themes — and use data to inform culture and
engagement strategy at both the property and portfolio level.

Qualifications
Required
• Education: Bachelor's degree in Human Resources, Business Administration,
Organizational Development, or a related field.
• Experience: 7+ years of progressive HR experience, with at least 3 years in a role with
employee relations and/or organizational culture responsibilities.
• Industry: Hospitality, property management, or multi-site operations experience strongly
preferred.
• ER expertise: Demonstrated experience managing complex employee relations matters
including investigations, corrective action, and terminations.
• Change management: Proven ability to manage organizational change, including M&A
transitions or new site onboarding.
• Multi-jurisdiction: Familiarity with US and Canadian employment law requirements.

Preferred
• SHRM-CP, SHRM-SCP, PHR, or SPHR certification.
• Experience building culture and engagement programs from the ground up.
• Bilingual in English and French (an asset for Canadian properties).
• Proficiency with HRIS platforms and experience with benefits administration systems.
Core Competencies
• Culture champion: Understands that culture is built through consistent daily actions,
not annual initiatives. Can articulate, model, and reinforce values in every interaction.
• Trusted advisor: Builds credibility quickly with both frontline employees and senior
leaders. Gives honest, balanced counsel without agenda.
• Change navigator: Comfortable operating in ambiguity during transitions. Brings
structure and calm to complex, fast-moving situations.
• Collaborative partner: Works effectively across payroll, benefits, and property
leadership to deliver integrated outcomes.
• Accountability-driven: Sets clear expectations, follows through, and holds others to the
same standard — with empathy.