Director of Resident Experiences - Sacramento

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.