Director of Resident Experiences - Sacramento

Job description

**Who We Are** With a legacy spanning four decades, Action Property Management has become the premier choice for homeowner’s association management. Founded in 1984, Action began with a single client and a vision to elevate ethical and professional standards in the HOA industry. Our unwavering commitment to integrity and professionalism, coupled with our core values of excellence, innovation, and care for people, continues to define us. Today, as the largest privately owned HOA management company in the West, we proudly serve over 300 communities across 9 offices. Our success is fueled by a team of nearly 900 dedicated team members who genuinely love what they do and are dedicated to helping homeowners thrive and love where they live. **Job Summary** 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. ### Essential Duties and Responsibilities **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. ### 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](https://tinyurl.com/actionglassdoor). - **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.