Director of Resident Experiences - Sacramento

Action Property Management•Sacramento, CA

9d•Onsite

About The Position

The Director of Resident Experience leads and elevates the resident experience at a premier, large-scale residential community in Sacramento. The role oversees hospitality operations, including Front of House, Food & Beverage, and resident-facing amenity services, to deliver 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 to enhance resident satisfaction, community engagement, and operational excellence. The Director oversees hospitality leadership and operations, team development, budgets, resident relations, and community engagement. This includes managing resident-facing services and amenities, addressing escalated concerns, ensuring service quality and regulatory compliance, and coordinating operations with the General Manager and other department leaders. The position is primarily onsite and may require support for evening, weekend, holiday, or urgent operational needs outside regular business hours.

Requirements

At least 5 years of progressive leadership experience in luxury hospitality, resort operations, private clubs, luxury residential communities, or a comparable service-focused environment.
At least 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.

Nice To Haves

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.

Responsibilities

Develop and maintain exceptional hospitality standards across 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.