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Sacramento, California, United States
Onsite
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.
Hospitality Leadership & Resident Experience
Develop and maintain exceptional hospitality standards across all resident-facing departments.
Create a welcoming, service-oriented environment that anticipates resident needs and exceeds expectations.
Oversee resident engagement initiatives, amenity experiences, and service recovery efforts.
Establish service standards, procedures, and quality assurance measures to ensure consistency.
Identify opportunities to enhance the resident experience through innovative programs and services.
Team Leadership & Development
Provide direct leadership and oversight to the Front of House Manager and Food & Beverage Manager.
Recruit, train, coach, and develop high-performing hospitality teams.
Establish performance expectations, accountability measures, and ongoing service training.
Foster a collaborative, positive team culture aligned with Action's values.
Support workforce planning, staffing schedules, and employee retention initiatives.
Operations & Financial Management
Oversee daily hospitality operations, including front desk services, food and beverage, and community amenities.
Partner with department managers to ensure appropriate staffing, scheduling, and operational coverage.
Develop and manage departmental budgets, monitor expenses, and identify operational efficiencies.
Ensure compliance with applicable health, safety, food service, and alcohol service regulations.
Collaborate with the General Manager and other department leaders to coordinate community operations.
Resident Relations & Community Engagement
Build strong relationships with residents and proactively address concerns.
Oversee resident communications related to hospitality services, amenities, and community programming.
Develop initiatives that promote resident engagement and a strong sense of community.
Manage escalated resident service concerns with professionalism, discretion, and sound judgment.
Gather resident feedback and implement improvements to enhance satisfaction.
5+ years of progressive leadership experience in luxury hospitality, resort operations, private clubs, luxury residential communities, or a comparable service-focused environment.
3+ years of experience directly managing teams and department leaders.
Demonstrated success developing and implementing elevated hospitality service standards.
Strong experience in staff development, performance management, and operational oversight.
Experience managing departmental budgets, staffing, and service quality.
Exceptional interpersonal, communication, and problem-solving skills.
Ability to handle sensitive resident concerns with professionalism and discretion.
Flexibility to work evenings, weekends, and holidays as operational needs require.
Experience with Forbes Five-Star, AAA Five Diamond, or comparable luxury hospitality service standards.
Experience overseeing multiple hospitality departments, including Front of House and Food & Beverage.
Background in luxury master-planned communities, high-end resorts, private clubs, or residential lifestyle operations.
Experience developing resident engagement programs and premium amenity services.
Bachelor's degree in Hospitality Management, Business Administration, or a related field.
Familiarity with California food safety and alcohol service requirements.
Hospitality Excellence: Passion for delivering personalized, memorable, five-star service.
Leadership & Accountability: Ability to inspire, develop, and hold teams accountable to high standards.
Resident-Centric Mindset: Anticipates needs and consistently prioritizes resident satisfaction.
Operational Excellence: Strong organizational skills and ability to manage multiple departments effectively.
Problem-Solving & Judgment: Handles complex situations with professionalism, sound judgment, and discretion.
Collaboration: Builds strong relationships across departments and works effectively with community leadership.
Innovation & Continuous Improvement: Identifies opportunities to improve service delivery and resident engagement.
Primarily onsite at a large-scale residential community in Sacramento, California.
Must be available to support evening, weekend, and holiday operations as needed.
Regular interaction with residents, employees, vendors, and community leadership.
May be required to respond to urgent resident service or operational matters outside regular business hours.
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