Director of Operations

POSITION SUMMARY

We are seeking an experienced operations leader to oversee housekeeping and maintenance operations within a portfolio of residential community associations, including shared ownership and resort residential properties. This position is responsible for delivering exceptional owner and guest experiences, supporting association governance, preserving community assets, and fostering a culture of operational excellence.

The Director of Operations is responsible for leading the day-to-day execution of housekeeping and maintenance operations. This role ensures exceptional owner and guest experiences through high service standards, strong team culture, and disciplined operational execution aligned with East West Hospitality expectations.

The Director partners closely with the General Manager to support association governance, Board directives, and long-term asset preservation, while maintaining compliance with applicable federal, state, and local laws, California labor laws, and regulatory requirements.

Annual Salary: $105 - $115 Full Time Year-Round DOE

KEY RESPONSIBILITIES

Housekeeping Operations

• Lead all housekeeping operations for residential community properties, ensuring units are maintained to high-end resort standards.
• Oversee hiring, onboarding, training, performance management, and retention of housekeeping team members.
• Maintain staffing levels aligned with seasonality, occupancy, and approved labor budgets.
• Establish and enforce clear quality control standards, including inspections, unit readiness, and service recovery.
• Drive a culture of ownership, accountability, and pride in unit presentation.
• Ensure compliance with California wage and hour laws and company policies.

Maintenance Operations

• Provide leadership for maintenance and engineering operations across assigned properties.
• Oversee hiring, staffing levels, training, performance management, and retention within maintenance teams.
• Manage preventative maintenance programs to protect association assets and ensure long-term reliability.
• Ensure timely completion of work orders and operational responsiveness to owner and guest needs.
• Maintain high standards for repairs, life safety systems, and overall asset condition.
• Support Manager on Duty programs and emergency response protocols.

Financial & Operational Management

• Manage departmental budgets for housekeeping and maintenance, ensuring alignment with association financial plans.
• Monitor labor, supplies, and vendor costs to meet budget targets.
• Identify operational efficiencies while maintaining service quality expectations.
• Support reserve planning, capital projects, and operational forecasting in partnership with the General Manager.
• Review vendor performance and support contract management processes.

Customer Satisfaction & Experience

• Ensure a consistent, high-quality owner and guest experience across all operational touchpoints.
• Partner with Guest & Owner Services to align service delivery with owner expectations.
• Monitor feedback, inspections, and service metrics to drive continuous improvement.
• Lead service recovery efforts in a professional and timely manner.

Employee Engagement & Culture

• Foster a strong, team-oriented culture aligned with East West Hospitality values.
• Drive employee engagement, training, development, and retention strategies.
• Develop department leaders and supervisors to ensure consistent execution and accountability.
• Promote a safe, inclusive, respectful, and compliant work environment.
• Support company initiatives related to employee development, recognition, and organizational culture.

Association Governance Support

• Support the General Manager in association governance activities, including Board and Committee meetings.
• Assist in the preparation of Board materials, operational reporting, and follow-through on directives.
• Maintain knowledge of governing documents, policies, and applicable association requirements.
• Support execution of Board-approved projects and initiatives.
• Assist with implementation of strategic goals established by the Board of Directors and leadership team.

Compliance & Risk Management

• Ensure compliance with all applicable federal, state, and local laws, regulations, governing documents, and company policies.
• Ensure compliance with California labor laws, safety standards, and company policies.
• Oversee OSHA practices, safety programs, and incident reporting.
• Support emergency response procedures and maintain relationships with local agencies.
• Identify and mitigate operational, safety, and compliance risks.

QUALIFICATIONS

Education and Experience

• Bachelor's degree from an accredited four-year college or university; or an equivalent combination of education, training, and experience.
• Five (5) or more years of leadership experience in hospitality, resort, community association, property management, residential operations, or related fields.
• Strong background in housekeeping, maintenance, facilities, or operations management.
• Experience leading multiple departments and managing teams.
• Experience managing budgets, staffing models, vendor relationships, and operational performance.
• Experience working with HOA Boards, community associations, or owner groups preferred.

Knowledge, Skills, and Abilities

• Strong communication, leadership, interpersonal, and organizational skills.
• Knowledge of California labor laws and compliance requirements.
• Ability to read, analyze, and interpret financial reports, governing documents, legal documents, contracts, and operational data.
• Ability to effectively present information to leadership teams, Boards of Directors, owners, guests, and community stakeholders.
• Strong problem-solving, decision-making, and analytical skills.
• Ability to manage multiple priorities while maintaining high service standards.
• Ability to exercise sound judgment and maintain confidentiality when handling sensitive information.

Computer Skills

• Proficiency in Microsoft Office Suite, PowerPoint, internet applications, property management systems, and emerging technologies, including AI tools.

Equipment Utilized

• Computer and standard office equipment.

Mathematical and Reasoning Skills

• Ability to apply budgeting, forecasting, percentages, ratios, and statistical information to operational decision-making.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.

Certificates, Licenses, and Registrations

• Valid Driver's License required.
• CMCA, AMS, PCAM, CACM, or similar industry certification preferred.

FINANCIAL AUTHORITY

Responsible for authorized expenditures and budget oversight for assigned community associations and operational departments in accordance with approved budgets, company policies, and governing documents.

PHYSICAL REQUIREMENTS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

This position may require:

• Sitting, standing, and walking for extended periods.
• Climbing stairs and navigating residential and common-area facilities.
• Occasional lifting, carrying, pushing, or pulling up to 25 pounds.
• Ability to inspect units, common areas, maintenance projects, and operational workspaces.
• Ability to work outdoors and in varying weather conditions as needed.

WORK ENVIRONMENT

This position operates in both office and field environments and may require travel between properties and operational locations. The schedule may include evenings, weekends, holidays, and on-call responsibilities as business needs require.

ADDITIONAL RESPONSIBILITIES

The responsibilities listed above are representative of the essential functions of this position but are not intended to be all-inclusive. The Director of Operations may be required to perform additional duties, special projects, projects, assignments, or responsibilities as business needs dictate. Responsibilities may be modified, expanded, reassigned, or adjusted at the discretion of management.

The Director of Operations is expected to exercise sound judgment, demonstrate leadership, and contribute to the overall success of East West Hospitality by supporting organizational initiatives, operational priorities, and strategic objectives.

GENERAL

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Duties and responsibilities may change based on operational needs.

Employees are expected to comply with all East West Hospitality policies, procedures, and standards, including those contained in the Employee Handbook and other company communications.

This job description does not constitute an employment contract and will be used for performance evaluation purposes.

The responsibilities of this position may include cross-training in other functions to ensure efficient operations and support organizational needs.

EQUAL EMPLOYMENT OPPORTUNITY

East West Hospitality is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all applicants and employees. Employment decisions are made without regard to race, color, religion, creed, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, age, disability, medical condition, genetic information, marital status, military or veteran status, reproductive health decision-making, or any other status protected by applicable federal, state, or local law.

AT-WILL EMPLOYMENT

Nothing contained in this job description should be construed as creating an employment contract, express or implied, or guaranteeing employment for any specific duration. Employment with East West Hospitality is at will, meaning either the employee or the Company may terminate the employment relationship at any time, with or without cause or advance notice, subject to applicable law.

Benefits & Perks:

At East West Hospitality, we believe in supporting the whole employee—at work and beyond. Our comprehensive benefits package is designed to support your health, well-being, professional growth, and work-life balance.

• Multiple health insurance options so you can choose the plan that best fits your needs.
• Dental, vision, life, and accident insurance for added peace of mind.
• $1,000 annual recreation reimbursement to help you enjoy the lifestyle where we live and work.
• 401(k) plan with discretionary employer match.
• Generous paid time off and sick leave.
• Career development and training opportunities to support your growth.
• Employee discount program through Perk Spot.
• Employee Assistance Program (EAP) for life’s unexpected moments.
• Sabbatical program that rewards long-term commitment and service.

Join East West Hospitality and be part of a team that values people, encourages growth, and celebrates the mountain lifestyle we’re fortunate to call home.

Why East West:

At East West Hospitality our Vision is to be the most trusted hospitality services company and employer of choice, built on genuine and enduring relationships. We believe in doing the right thing for each other, our community, our environment, and those we serve. We strive to cultivate and sustain an inclusive and welcoming environment in which everyone thrives and feels like they belong.