The Director of Resident Experience is responsible for leading and elevating the resident experience at a premier, large-scale residential community. This role oversees hospitality operations, including Front of House, Food & Beverage, and resident-facing amenity services, ensuring a consistent, personalized, five-star service experience.
Working closely with the General Manager, the Director establishes service standards, develops high-performing teams, and implements programs that enhance resident satisfaction, community engagement, and operational excellence.
Essential Duties and Responsibilities
Hospitality Leadership & Resident Experience
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Develop and maintain exceptional hospitality standards across all resident-facing departments.
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Create a welcoming, service-oriented environment that anticipates resident needs and exceeds expectations.
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Oversee resident engagement initiatives, amenity experiences, and service recovery efforts.
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Establish service standards, procedures, and quality assurance measures to ensure consistency.
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Identify opportunities to enhance the resident experience through innovative programs and services.
Team Leadership & Development
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Provide direct leadership and oversight to the Front of House Manager and Food & Beverage Manager.
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Recruit, train, coach, and develop high-performing hospitality teams.
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Establish performance expectations, accountability measures, and ongoing service training.
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Foster a collaborative, positive team culture aligned with Action's values.
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Support workforce planning, staffing schedules, and employee retention initiatives.
Operations & Financial Management
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Oversee daily hospitality operations, including front desk services, food and beverage, and community amenities.
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Partner with department managers to ensure appropriate staffing, scheduling, and operational coverage.
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Develop and manage departmental budgets, monitor expenses, and identify operational efficiencies.
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Ensure compliance with applicable health, safety, food service, and alcohol service regulations.
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Collaborate with the General Manager and other department leaders to coordinate community operations.
Resident Relations & Community Engagement
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Build strong relationships with residents and proactively address concerns.
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Oversee resident communications related to hospitality services, amenities, and community programming.
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Develop initiatives that promote resident engagement and a strong sense of community.
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Manage escalated resident service concerns with professionalism, discretion, and sound judgment.
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Gather resident feedback and implement improvements to enhance satisfaction.
Qualifications
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5+ years of progressive leadership experience in luxury hospitality, resort operations, private clubs, luxury residential communities, or a comparable service-focused environment.
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3+ years of experience directly managing teams and department leaders.
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Demonstrated success developing and implementing elevated hospitality service standards.
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Strong experience in staff development, performance management, and operational oversight.
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Experience managing departmental budgets, staffing, and service quality.
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Exceptional interpersonal, communication, and problem-solving skills.
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Ability to handle sensitive resident concerns with professionalism and discretion.
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Flexibility to work evenings, weekends, and holidays as operational needs require.
Preferred Qualifications
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Experience with Forbes Five-Star, AAA Five Diamond, or comparable luxury hospitality service standards.
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Experience overseeing multiple hospitality departments, including Front of House and Food & Beverage.
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Background in luxury master-planned communities, high-end resorts, private clubs, or residential lifestyle operations.
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Experience developing resident engagement programs and premium amenity services.
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Bachelor's degree in Hospitality Management, Business Administration, or a related field.
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Familiarity with California food safety and alcohol service requirements.
Key Competencies
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Hospitality Excellence: Passion for delivering personalized, memorable, five-star service.
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Leadership & Accountability: Ability to inspire, develop, and hold teams accountable to high standards.
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Resident-Centric Mindset: Anticipates needs and consistently prioritizes resident satisfaction.
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Operational Excellence: Strong organizational skills and ability to manage multiple departments effectively.
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Problem-Solving & Judgment: Handles complex situations with professionalism, sound judgment, and discretion.
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Collaboration: Builds strong relationships across departments and works effectively with community leadership.
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Innovation & Continuous Improvement: Identifies opportunities to improve service delivery and resident engagement.
Work Environment & Schedule
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Primarily onsite at a large-scale residential community in Sacramento, California.
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Must be available to support evening, weekend, and holiday operations as needed.
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Regular interaction with residents, employees, vendors, and community leadership.
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May be required to respond to urgent resident service or operational matters outside regular business hours.
Team Member Perks
- Award-Winning Culture: Proud recipient of the Great Place to Work Certification.
- Highly Rated Employer: Check out our Glassdoor reviews –read our reviews here.
- Comprehensive Benefits: Competitive salary, health insurance, and 401(k) matching for qualifying team members.
- Work-Life Balance: Vacation, sick time, holiday pay, and your birthday holiday.
- Cutting Edge Technology: Access to industry-leading tools and resources that drive efficiency and success.
- Career Growth and Development: Join a company committed to supporting your professional growth and helping you achieve your goals.