Vice President, Hospitality & Community Operations

Description

The Vice President, Hospitality & Community Operations is an executive leader responsible for advancing FirstService Residential's hospitality-first service model through both regional operational leadership and enterprise-wide functional expertise. This role oversees hospitality operations, resident experience programs, food and beverage services, lifestyle programming, quality assurance, security, and amenity management across the South Region. This includes collaborating across Regions.

The Vice President develops and implements scalable service standards, operational frameworks, and resident engagement strategies that drive consistency, innovation, resident satisfaction, and business performance across FirstService Residential. Working closely with South Region Presidents, operational leaders, and corporate stakeholders, this leader elevates service delivery, strengthens community experiences, and supports growth through best-in-class hospitality practices.

As a strategic enterprise partner, the Vice President establishes service standards, performance metrics, training programs, and quality assurance processes that enhance operational effectiveness and reinforce FirstService Residential's position as the industry leader in hospitality-driven property management. This role combines executive leadership, operational expertise, and change management capabilities to improve resident experiences, develop organizational talent, and drive continuous improvement across multiple markets and business units.

This position is based in Plantation, Florida.

PRIMARY RESPONSIBILITIES

• Provide executive leadership and strategic direction of the Hospitality and Community Operations team to deliver services to our property management teams and managed associations


• Lead and mentor team to build on our service culture and results-based accountability for performance.


• Attract, retain and develop high performers within the organization.


• Develop and execute strategies to improve service delivery through Hospitality and Community Operations in partnership with the Business Excellence team.


• Ensure communication processes are in place to actively manage a growing service organization and continuously engage with associates


• Ensuring appropriate controls, operating standards and reporting to Business Leaders.


• Collaborate and innovate with property management teams and clients to develop and to improve service and the experience of both internal property management teams and residents


• Responsible for annual region business plan for organization to achieve targeted performance and execution of initiatives and service improvements as committed to in the business plan


• Ensure HR compliance and policies are followed throughout the team


• Actively promote and represent FirstService Residential in the marketplace to build our Hospitality reputation with the broader community, accounting professionals and service providers serving our industry

PREFERRED EXPERIENCE

• Bachelor's degree in Hospitality Management, Business Administration, Hotel Management, Operations Management, or related field required.


• Master's degree preferred.


• 12+ years of progressive leadership experience in hospitality, community management, luxury residential services, resort operations, club management, hotel operations, or related industries.


• Demonstrated success leading multi-site operations in a complex service-focused environment.


• Experience overseeing hospitality, food and beverage, lifestyle, amenity, or resident service functions.

PREFERRED QUALIFICATIONS

• Deep understanding of hospitality operations and resident experience management.


• Strong food and beverage operational knowledge.


• Exceptional strategic planning and business acumen.


• Financial management and budgeting expertise.


• Leadership development and organizational effectiveness capabilities.


• Ability to influence stakeholders across multiple levels of the organization.


• Excellent communication, presentation, and relationship management skills.


• Strong analytical and problem‑solving abilities.


• Proven ability to lead transformational change and operational improvement initiatives.

COMPENSATION and BENEFITS

The candidate must have strong desire to work in a high growth, service driven, pay-for-performance culture.

This is an executive position with eligibility to participate in FirstService incentive plan with a bonus percentage based on the annual salary.

• Health insurance


• Dental insurance


• Term life insurance


• 401(k) retirement plan

Automated Employment Decision Tool (AEDT) Usage:

We may utilize an Automated Employment Decision Tool (AEDT) in connection with the assessment or evaluation of candidates. The AEDT is designed to assist in objectively evaluating candidate qualifications based on specific job-related characteristics.

Job Qualifications and Characteristics Assessed:

The AEDT evaluates candidates based on job qualifications and characteristics pertinent to the role, including skills, experience, and competencies relevant to the position requirements. These qualifications are determined by the unique needs of each role within our company.

Alternative Selection Process or Reasonable Accommodations:

Candidates who require an alternative selection process or a \"reasonable accommodation\", as defined under applicable disability laws, may make a request through our designated contact channel View email address on click.appcast.io.

Requesting Information About the AEDT - NYC Local Law 144:

Candidates who reside in New York City and are subject to NYC Local Law 144 may request information about the AEDT, including details on the type of data collected, the sources of such data, and our data retention policies. To submit a request, please contact us at View email address on click.appcast.io; we will respond in accordance with Local Law 144, within 30 days.