Director of Resident Experiences - Sacramento

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