Director of Resident Experiences - Sacramento

About the role

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.
• 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

• 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.
• Health insurance
• Vision
• 401(k)