Director of Hospitality

Overview

Job Overview: The Director of Hospitality is a senior leadership role responsible for designing, leading, and executing a best-in-class hospitality and service experience across the California high-rise portfolio. This position also serves as the leader of the high-rise training and onboarding function. This role blends luxury hospitality standards with property management operations to ensure exceptional resident and board experiences, consistent service delivery, and strong associate performance.

The Director of Hospitality partners closely with high-rise operational leadership and cross-functional teams to establish service culture, elevate the resident experience, and support business growth initiatives.

Compensation: $100-110k plus up to 10% bonus

First Service Residential will compensate the successful candidate in accordance with the posted range. The salary or wage paid to the successful candidate will be commensurate with experience, education, and specific job responsibilities. For positions designated at a client’s property, the salary or wage will also be premised upon the client’s directive. The base pay range is subject to change and may be modified in the future.

• Service Excellence & Quality Assurance:
  Design, implement, and oversee hospitality quality assurance programs, including scorecards and service audits, conducted no less than bi-annually across managed properties.
• Analyze and report on service-level KPIs, including but not limited to NPS results, Connect reporting, and qualitative feedback from residents, boards, and field leadership.
• Develop and deliver Quality Assurance Reports for onsite communities, identifying trends, risks, and improvement opportunities.
• Conduct regular site visits to ensure consistent execution of service standards, training programs, and operating procedures.
• Serve as a resource to onsite General Managers and Regional Directors in addressing escalated service or resident experience concerns.

• Lead the high-rise training and onboarding strategy, ensuring a consistent, engaging, and compliant onboarding experience for all new associates.
• Ensure service excellence training is delivered during onboarding and through ongoing onsite training sessions, based on operational needs and building priority.
• Develop and maintain training materials, SOPs, and documentation that reinforce company culture, service expectations, and operational consistency.
• Act as a subject matter expert on internal software platforms supporting the resident experience for training, operational, and sales purposes.

• Directly supervise the High-Rise Training Team across Southern and Northern California.
• Provide leadership, coaching, mentorship, and performance feedback to direct reports.
• Conduct regular team meetings and one-on-one check-ins to support engagement, development, and accountability.
• Support onsite General Managers with hiring initiatives as needed, including participation in interview panels.
• Foster an inclusive, professional, and high-performance work environment aligned with First Service Residential Global Service Standards.

• Partner cross-functionally with operations, sales, marketing, and leadership to continuously enhance service delivery.
• Participate in sales and marketing efforts, including client presentations related to training programs, service standards, and internal platforms.
• Develop and present service initiatives and strategic recommendations to senior leadership, including the SVP and EVP.
• Build and maintain strong internal and external relationships that support resident satisfaction and business objectives.
• Perform special projects and additional duties as assigned by executive leadership.

• Excellent written, verbal, and presentation skills with a strong hospitality and service-excellence focus.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.
• Advanced proficiency with Microsoft Office (Teams, Word, Excel, PowerPoint, Outlook) and related business technologies.
• Ability to…