Head of Luxury Resident Experience

Action Property Management, Inc.; San Francisco (CA); Hybrid; USD 110,000 - 120,000; Full time

Job summary

Action Property Management, Inc. seeks a Director of Resident Experience to lead a dedicated service team at a premier ultra-luxury residential community in the San Francisco Bay Area.

The ideal candidate has 5+ years in luxury hospitality with 2+ years in leadership and a proven ability to deliver white-glove, personalized service to high‑net‑worth residents while partnering with onsite operations.

Qualifications

• 5+ years 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.
• Bachelor’s degree preferred; equivalent experience will be considered.

Responsibilities

• Lead and coach a high-performing resident services/concierge team to establish a culture of luxury, hospitality, and service excellence.
• Create elevated service standards reflecting discerning luxury clientele.
• Develop and execute a calendar of resident experiences, events, and cultural programs to build community.
• Oversee event planning, catering, vendors, budgets, and execution.
• Develop relationships with luxury service partners and vendors.
• Monitor resident feedback, engagement, and program effectiveness to elevate service.
• Partner with General Management, Engineering, Housekeeping, Security, and other teams for seamless operations.
• Serve as a trusted resident resource with discretion and professionalism.
• Ensure warm, personalized welcome and consistently high levels of care.
• Maintain accurate resident information and service records in systems.
• Identify opportunities to improve policies, procedures, and service delivery.
• Manage supplies, inventory, and purchasing needs.
• Support emergency preparedness and property response procedures.

Skills

Leadership

Service Excellence

Event planning

Budget management

Vendor management

Communication

Discretion

Organization

Microsoft Office

BuildingLink

Guest experience

Education

Bachelor's degree in Hospitality Management/Business Administration

Tools

BuildingLink

Microsoft Office

Property management software

Job description

Action Property Management, Inc. seeks a Director of Resident Experience to lead a dedicated service team at a premier ultra-luxury residential community in the San Francisco Bay Area.

The ideal candidate has 5+ years in luxury hospitality with 2+ years in leadership and a proven ability to deliver white-glove, personalized service to high‑net‑worth residents while partnering with onsite operations.