Deputy General Manager – Community & Member Experience (Full-Time)

Description

About Pelican Bay Foundation

Pelican Bay Foundation is a master homeowners association and premier luxury community in Naples, FL. One of the area’s largest exclusive enclaves, it spans more than three square miles and is bordered by pristine white-sand beaches. Our community offers one of the most diverse slates of amenities and activities in the region.

The Foundation manages all amenities and common areas, including two beach facilities with private restaurants, three racquet facilities, two boardwalks, a fitness and wellness center, a community center, and approximately ~90 acres of land. With more than 6,500 residences and thousands of members, Pelican Bay is widely regarded as one of the most desirable communities in the country.

About The Position

The Deputy General Manager – Community & Member Experience (DGM–C&ME) is a senior leadership role responsible for delivering exceptional services and amenities to members. Reporting directly to the General Manager, this leader ensures that daily operations across food & beverage, transportation, security, beach services, racquets, fitness, wellness, events, and facilities run seamlessly, while driving long-term service innovation and continuous improvement.

The DGM–C&ME provides direct leadership to the Directors of Field Operations, Racquets & Community Center, Food & Beverage, and Facilities. This leader is also highly visible to members, serving as a trusted, approachable, and collaborative presence throughout the community. The DGM-C&ME works hand in glove with the complimentary Deputy General Manager – Administrative & Governance to deliver a premier outcome for the Pelican Bay Community.

What You’Ll Do

Member-Facing Operations

• Lead all daily operations across transportation, security, beach services, racquets, fitness, wellness, events, restaurants, food trucks, and facilities.
• Establish and enforce high service standards that reflect Pelican Bay’s position as one of the premier communities in the country.
• Continuously monitor and improve operations to meet evolving member expectations.

Food & Beverage

• Provide direct oversight of the Food & Beverage Director and operations at two full-service beach restaurants, bar operations, and a food truck.
• Develop a broader F&B strategy that explores new venues, event support, and innovative dining concepts.
• Pilot new ideas, gather community feedback, share results transparently, and act decisively on input.
• Build a collaborative, transparent relationship with the Food & Beverage Committee, listening closely to their input and engaging the broader community in shaping offerings.
• Focus on process improvements and efficiency, reducing subsidy by eliminating waste and inefficiencies without compromising service or quality.

Transportation, Security & Beach Services

• Oversee tram operations, ensuring safe, reliable, and efficient transport services for members and guests.
• Lead the Security team, maintaining a safe community presence, ensuring that only members and their lawful guests access amenities, and ensuring staff are trained in CPR/first responder.
• Direct beach operations umbrellas, chairs, cabanas, sailboats, canoes and kayaks, ensuring seamless, friendly, and high-quality service.
• Lead efforts to explore, test, and implement innovative transportation concepts that meet member needs and support our vision of quiet beauty and environmental stewardship.

Racquets, Fitness, Wellness & Events

• Oversee racquet operations at three facilities (South Tennis, North Tennis, and Pelican Bay Community Park with tennis and pickleball).
• Partner with racquet leadership to maintain excellence in programming, coaching, and engagement.
• Lead fitness, wellness, and community event programming to offer diverse and enriching experiences.

Facilities

• Oversee maintenance and repair of all Foundation facilities, ensuring safety, quality, and operational excellence.
• Collaborate with the DGM–A&G  on capital planning, facility upgrades, and long-term infrastructure investments.

Strategic Development & Continuous Improvement

• Identify and implement process improvements across all member-facing departments, strengthening efficiency and enhancing service delivery.
• Align operational strategies with the long-term goals of the community.
• Benchmark against leading resorts, clubs, and lifestyle communities to bring innovation and best practices into Pelican Bay.
• Foster succession planning and leadership development within each operational department.

People & Culture

• Mentor and support directors across Field Operations, Racquets, Food & Beverage, and Facilities.
• Champion Pelican Bay as a fun, fulfilling, and energizing place to work, where Team Members are respected and valued.
• Align Team Member engagement with community priorities, encouraging growth and personal development.
• Model Core Values in leadership and engagement with members, committees, and staff.

Community Engagement

• Serve as a visible, approachable leader in the community, actively interacting with members and listening to feedback.
• Partner with the Director of Communications & Marketing to ensure accurate and timely communication about amenities, events, and services.
• Build trust with members by being responsive, transparent, and accountable.

Committee Partnerships

• Food & Beverage Committee
• Racquets Advisory Group (RAG)
• Community Master Plan Sub-Committee
• Facilities Committee

Requirements

Skills & Experience

• 10+ years of leadership experience in multi-unit, member-facing, or consumer-facing operations.
• Extensive Food & Beverage leadership experience is required, with success in managing complex restaurants, teams, and service models.
• Broader experience in consumer-facing organizations (multi-unit restaurants, hospitality, clubs, lifestyle communities, or similar) strongly preferred.
• Proven success managing diverse operational areas such as transportation, security, beach services, racquets, fitness, or facilities.
• Strong financial acumen with experience in budgeting, cost control, and reducing subsidy through process improvements.
• Demonstrated success in community engagement, with outstanding social skills, visibility, and approachability.
• History of embedding long-term strategy into day-to-day activities 
• Experience leading process improvement and continuous improvement initiatives.

Education

• Bachelor’s degree in Business Administration, Hospitality Management, Recreation Management, or related field required.
• Master’s degree or professional certification preferred.

Leadership Competencies / Attributes

• Hospitality Leader – delivers exceptional member experiences with warmth and quality.
• Operational Integrator – unifies multiple departments into a seamless service experience.
• Strategic Innovator – modernizes systems, closes process gaps, and tests new concepts.
• Collaborative Partner – works transparently with the Food & Beverage Committee, Racquets Advisory Group, and Facilities Committee.
• Approachable Community Leader – visible, engaged, and trusted by members.
• People Developer – builds leadership capacity and succession planning across all teams.
• Culture Carrier – reinforces Pelican Bay as a fun, fulfilling, and energizing workplace.

Compensation & Benefits

Pelican Bay Foundation offers a competitive total compensation and benefits package, including eligibility for annual bonus. Benefits include:

• Generous Paid Time Off (PTO) & Paid Holidays
• Medical, Dental, and Vision coverage
• 401(k) with employer match
• Company-paid life, disability, and AD&D insurance
• Free team member meals
• Employee Assistance Program 

Our Core Values

Every Team Member at Pelican Bay Foundation lives by our Core Values:

• Welcoming: Create and embrace a sense of community and belonging for all.
• Collaborative: Leverage collective genius through communication, teamwork, and continuous improvement.
• Positive: Remain open to new ideas and use creative problem-solving to deliver exceptional member satisfaction.
• Respectful: Always do the right thing, even when difficult, and treat others with fairness, consistency, and respect.