Director of Resident Experiences - Sacramento
actionlife · Sacramento, CA · onsite
USD 100,000 to 110,000 · period not stated
Essential Duties and Responsibilities:
- 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.
- 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.
- 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.
- 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.
Qualifications:
- 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.
Preferred Qualifications:
- 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.
Key Competencies:
- 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.
Work Environment & Schedule:
- 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.
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.