Director of Resident Experiences - Sacramento

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.

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

Requirements

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

Nice to have

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

Benefits

Great Place to Work Certification; Glassdoor-rated employer; Competitive salary; Health insurance; 401(k) matching for qualifying team members; Vacation; Sick time; Holiday pay; Birthday holiday; Access to industry-leading tools and resources; Career growth and development support