Director of Resident Experience - San Francisco

Job description

**San Francisco Bay Region, CA | Onsite | Luxury Residential Hospitality** **About the Opportunity** We are seeking an accomplished Director of Resident Experience to lead the service culture and resident experience for a premier ultra-luxury residential community in the San Francisco Bay Region. This is an exciting opportunity for a polished hospitality leader who understands that true luxury is about more than exceptional service—it is about anticipating needs, creating meaningful experiences, building trust, and delivering an elevated standard of living every day. The ideal candidate will bring a strong background in 4- or 5-star luxury hospitality, private clubs, luxury residences, high-rise residential properties, or other highly personalized service environments. Candidates who have built their careers with renowned luxury hotel brands and are ready to bring that expertise into an exceptional residential setting are encouraged to apply. **The Role** The Director of Resident Experience will oversee the day-to-day resident experience and lead a dedicated service team responsible for creating a welcoming, seamless, and highly personalized environment for residents and their guests. This leader will serve as a visible ambassador for the property, partnering closely with onsite leadership and operational departments to ensure the highest standards of service, communication, programming, and resident engagement. **Key Responsibilities** •Lead, coach, develop, and inspire a high-performing resident services/concierge team while establishing a consistent culture of luxury, hospitality, and service excellence. •Create and maintain elevated service standards that reflect the expectations of discerning luxury clientele. •Develop and execute a calendar of resident experiences, social events, cultural programming, and special occasions designed to build community and exceed resident expectations. •Oversee event planning, entertainment, catering, vendors, logistics, budgets, and overall execution. •Develop strong relationships with luxury service partners, including restaurants, transportation providers, entertainment venues, lifestyle services, and other preferred vendors. •Monitor resident feedback, engagement, attendance, and program effectiveness to continually identify opportunities to elevate the resident experience. •Partner cross-functionally with General Management, Engineering, Housekeeping, Security, and other onsite teams to ensure seamless operations and responsive service. •Serve as a trusted resource for residents, addressing concerns with professionalism, discretion, diplomacy, and sound judgment. •Ensure residents and guests receive a warm, personalized welcome and consistently experience a high level of care and attention. •Maintain accurate resident information, service requests, event records, and operational information within property/resident management systems. •Identify opportunities to improve policies, procedures, communication, and service delivery. •Manage department supplies, inventory, vendor relationships, and related purchasing needs. •Support emergency preparedness and property response procedures as required. •Provide leadership that is highly visible, engaged, polished, and focused on continuous improvement. **What We’re Looking For** We are looking for a true luxury hospitality professional who understands the difference between good service and exceptional service. The ideal candidate will have: •5+ years of experience in luxury hospitality, private club, concierge, luxury residential, or high-end guest/resident services. •At least 2 years in a leadership or management capacity. •Experience within a 4- or 5-star hotel, luxury resort, private club, high-rise residential community, branded residence, or comparable luxury environment strongly preferred. •High-rise residential or luxury branded residence experience is especially valued. •A demonstrated ability to deliver personalized, anticipatory, white-glove service to high-net-worth clientele. •Experience leading, coaching, and developing service-oriented teams. •Strong event, programming, vendor management, and budget experience. •Exceptional interpersonal and communication skills with a polished executive presence. •Strong discretion and the ability to handle sensitive resident matters with tact and confidentiality. •Excellent organizational skills and the ability to manage multiple priorities in a dynamic environment. •A genuine passion for hospitality, relationship building, and creating memorable experiences. •Proficiency with Microsoft Office and hospitality, property management, or resident-service technology. BuildingLink or comparable systems experience is a plus. •Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred; equivalent experience will be considered. **The Ideal Hospitality Background** This opportunity may be particularly well suited for professionals coming from: •Luxury hotel and resort operations •Four- and five-star hospitality •Director of Guest Experience / Guest Services •Director of Front Office / Rooms •Director of Concierge Services •Director of Residences •Luxury branded residences •High-rise residential communities •Private clubs and membership organizations •Luxury lifestyle or residential hospitality •Forbes- or AAA-rated properties •Luxury event and guest experience leadership **What Success Looks Like** Success in this role means creating an environment where residents feel known, valued, welcomed, and exceptionally well cared for. The successful leader will elevate the resident experience through thoughtful programming, highly personalized service, strong team leadership, and an unwavering commitment to luxury hospitality standards. If you are a hospitality leader who thrives in sophisticated environments and takes pride in creating 5-star experiences that feel effortless and personal, we would love to hear from you.