Executive Director

Position Summary

The Executive Director (ED) is the business leader and brand owner of The Reserve community, accountable for total performance across financial results, resident experience, and team culture. This role goes beyond traditional operations. The ED is responsible for curating a luxury, hospitality‑driven living experience, driving premium positioning in the market, and leading a high‑performance team that consistently delivers at a non‑negotiable standard.

Success in this role requires executive presence, strong business acumen, and direct ownership of outcomes, including occupancy, NOI, resident satisfaction, and brand reputation.

• Own full community P&L, including occupancy, rate strategy, revenue growth, and expense management
• Drive pricing strategy aligned with premium brand positioning, ensuring the community competes at the top of the market
• Analyze performance trends (occupancy, conversion, labor, margin) and take decisive action to address gaps
• Balance investment in resident experience with disciplined cost management to drive long‑term value
• Establish clear financial expectations for department leaders and hold them accountable to performance

• Set and enforce a non‑negotiable standard of excellence across all aspects of the community, including environment, service delivery, presentation, and team behaviour
• Ensure operations are seamless and "invisible" to residents by proactively identifying and eliminating friction points before they impact the experience
• Curate and continuously elevate a highly personalised, anticipatory resident experience, ensuring services, programming, and interactions reflect individual preferences and lifestyles
• Maintain a strong, visible presence throughout the community, engaging regularly with residents and families to build trust, loyalty, and meaningful relationships
• Establish and reinforce white‑glove service expectations, ensuring every interaction reflects professionalism, warmth, and attention to detail
• Lead and model elevated service recovery, addressing concerns quickly, personally, and with a solutions‑oriented approach that strengthens resident confidence

• Personally lead and influence the sales process, particularly with high‑value and VIP prospects, through direct engagement, relationship‑building, and closing support
• Position The Reserve as a lifestyle‑driven, luxury offering, ensuring all messaging, tours, and interactions reflect exclusivity, personalisation, and value beyond care
• Partner closely with Sales to drive conversion, urgency, and premium pricing, regularly reviewing pipeline, strategy, and individual prospect approach
• Actively participate in key sales activities, including tours, follow‑up strategy, events, and relationship cultivation with prospective residents and families
• Maintain a strong external presence in the market, building relationships with referral partners, influencers, and local networks that align with a high‑end brand
• Ensure alignment between the experience promised during the sales process and the experience delivered post‑move‑in

• Build and lead a hospitality‑driven, high‑performance culture where expectations for service, professionalism, and accountability are consistently reinforced
• Set and maintain a clear talent bar by recruiting, developing, and retaining leaders who embody The Reserve standards and elevate team performance
• Provide direct, timely, and actionable feedback to leaders, addressing performance issues with urgency and clarity
• Coach and develop department leaders to operate with confidence, ownership, and a service‑first mindset

• Ensure disciplined, consistent execution across all departments, maintaining alignment between operational performance and resident experience
• Maintain an environment that reflects luxury standards in presentation, service, and attention to detail, with no visible gaps or inconsistencies
• Conduct regular walkthroughs and observations to proactively identify and resolve operational issues before they impact…