Hospitality Services Director/Human Resources

Balfour Senior living in Littleon, CO is seeking talented and team-oriented associates. Here our residents enjoy a full continuum of care paired with our signature amenities and services. We are committed to a work environment of integrity, respect and a customer focus.

Why work for Balfour?

• Medical, dental and vision plan coverage for eligible employees
• 401k with matching
• Free parking provided
• Free Meals
• RTD EcoPass
• Generous paid time off (PTO) and sick time for full and part time employees

Position Summary:

This position provides exemplary leadership to ensure exceptional experiences for residents, families, and associates while fostering a culture of service, safety, and engagement. This role combines oversight of hospitality services with comprehensive human resources responsibilities, including customer service, operations, compliance, employee engagement, and financial management. The director ensures smooth integration of resident-focused services with associate-centric HR practices, achieving operational excellence, satisfaction, and loyalty.

Essential Job Functions:

• Manage resident and family satisfaction by addressing concerns, anticipating needs, and driving process improvements.
• Oversee smooth and service-oriented front desk operations and ensure accurate records and information.
• Support the community sales process and collaborate on resident move-in, transfers, and move-outs to create seamless experiences.
• Coordinate with other departments to ensure timely and efficient services, focusing one enhancing residents' well-being.
• Monitor resident health and safety, report changes in conditions, and facilitate risk management.
• Oversee recruitment, onboarding, orientation, and offboarding processes to support a high-performing team.
• Develop and manage associates’ performance, goal-setting, and professional development.
• Address associate relations issues, grievances, and complaints while maintaining compliance with employment laws and company policies.
• Coordinate benefits, payroll, and HRIS data management to ensure accurate, timely, and secure operations.
• Champion Diversity, Equity, and Inclusion initiatives and associate recognition programs.
• Responsible for managing associate training.
• Motivate and lead a high-performing, service-oriented Customer Service and HR team.
• Provide coaching, mentoring, and teambuilding to enhance associate engagement and satisfaction.
• Conduct regular meetings with teams to ensure alignment on goals and expectations.
• Identify and develop future talent through succession planning.
• Manage departmental budgets, balancing financial goals with service quality.
• Oversee billing, rent collection, and resolution of resident account discrepancies.
• Monitor and manage workers’ compensation claims, risks, and incidents.
• Implement continuous improvement strategies to optimize processes and outcomes.
• Ensure adherence to regulations, laws, and organizational policies, including associate licensing and community standards.
• Maintain accurate administrative files, logs, and records for both residents and associates.
• Prepare and submit required reports and documentation to relevant stakeholders.

Qualifications and Skills Education/Experience:

• Bachelor’s Degree in Human Resources, Business Administration, or a related field.
• 5 years of combined experience in customer service, hospitality services, or human resources.
• 3 years in a supervisory or leadership role.
• HR certifications (e.g., SHRM-CP, SHRM-SCP, PHR, SPHR) preferred.
• High competency in the use of multiple forms of technology, including: Microsoft Office applications, internet-based and custom applications
• Ability to work a flexible schedule, including evenings, nights, weekends and holidays as needed