Luxury Hotel Human Resources Manager

HR DIRECTOR / SENIOR HR MANAGER – MEXICO (Luxury Hospitality + Call Center)

Mexico (on-site)

Reports to:
VP / Corporate HR (USA) + dotted line to General Manager

Why this role is different

We're looking for an HR leader who can build (from the ground up) a solid, mature, high-judgment HR function for a luxury hospitality operation with a distinctive brand concept, along with its call center.

This position combines strategic thinking with real execution. You'll lead legal compliance, core people processes, employee relations, and sensitive investigations, while protecting the culture, service standards, and reputation of the business.

This is a high-autonomy role that requires strong HR fundamentals and the ability to have direct, professional conversations with ownership and senior leadership when needed.

What you will lead (for real)
1) Legal compliance + labor risk management

• Ensure full compliance with Mexican labor legislation,
  IMSS, INFONAVIT
  , and all applicable regulations.
• Lead complex investigations (harassment, discrimination, misconduct, etc.) with strong documentation and clear recommendations.
• Manage terminations, settlements, severance processes, and negotiations while minimizing legal and reputational risk.

2) HR operations & processes

• Design and implement HR policies, procedures, and employee handbook tailored to hospitality and call center operations.
• Support and audit payroll processes in coordination with Finance to ensure accuracy and compliance.
• Drive effective HRIS adoption (SAP, ADP, or similar), ensuring data quality and usability for decision-making.

3) Talent acquisition + onboarding

• Lead end-to-end recruitment for hotel and call center roles, meeting timelines and prioritizing quality (right people in the right seats).
• Design structured onboarding that accelerates integration, clarity, and performance.

4) Employee relations + culture (with strong judgment)

• Serve as the bridge between ownership, operational leaders, and teams.
• Build mature employee relations practices: consistent, fair, unbiased, and high-trust.
• Promote a respectful, professional, and inclusive workplace with
  zero tolerance for discrimination or harassment
  , ensuring alignment between values and day-to-day operations.

5) Performance + leadership support + training

• Set up foundational performance practices: feedback routines, standards, and documentation.
• Coach leaders on people management, accountability, and difficult conversations.
• Design and coordinate training programs in customer service, compliance, leadership, and workplace conduct (including anti-harassment).

Non-negotiable requirements

• Fully bilingual: fluent English and Spanish (spoken and written).
• Based in Mexico, with flexibility for hospitality pace (on-site).
• Strong, up-to-date expertise in Mexican labor law and real-world application.
• 5+ years of HR leadership experience in hospitality (hotels/resorts). Call center experience is a strong plus.
• Hands-on HRIS experience (SAP, ADP, or similar).
• Proven experience leading sensitive investigations and making sound decisions.
• Ability to lead with professionalism in dynamic, high-visibility environments, with clear boundaries, strong judgment, and consistency.
• Ability to handle tough conversations calmly, firmly, and with a solution-oriented mindset.

Ideal profile

• Executive presence: able to "educate upwards" and set respectful boundaries when needed.
• High integrity, discretion, and exceptional confidentiality.
• Solution-driven mindset: options and accountability matter here.
• Natural coach and trainer: enjoys developing leaders and teams.
• Hands-on and self-sufficient, comfortable operating without a large HR team at the start.

If you're a high-caliber HR leader who enjoys building structure, strengthening culture, protecting the business, and raising the human standard, this role is for you.