Resort Experience National Director

Westgate Resorts is seeking an experienced National Director of Resort Experience & Guest Entertainment to lead and elevate guest-facing experiences across our portfolio of premier resort destinations. This executive hospitality leadership role oversees Resort Experience operations including Activities Entertainment Programs Game Rooms and Arcades Waterparks Marinas Signature Events and Resort Experiences that drive guest satisfaction loyalty and revenue growth. The ideal candidate will be a strategic hospitality leader with extensive resort timeshare cruise or leisure travel industry experience who can create innovative guest engagement programs while ensuring operational excellence across multiple resort locations.

What Youll Do:

• Lead and support Resort Experience teams across all resort properties to deliver exceptional guest experiences brand standards and location-specific programming.
• Develop and execute strategic Resort Experience initiatives encompassing Activities Entertainment Events Arcades Waterparks Marina Operations and guest engagement programs.
• Coach mentor and develop Resort Experience leadership teams through performance management succession planning leadership development and operational excellence initiatives.
• Oversee regional Resort Experience programs to ensure consistency service quality guest satisfaction and brand compliance.
• Maintain accurate documentation for operational processes program development financial analysis legal requirements product launches training materials and standard operating procedures.
• Partner with Human Resources to support team member engagement recognition programs culture initiatives and retention strategies.
• Conduct property visits to evaluate operational performance guest satisfaction scores service delivery standards and revenue-generating opportunities.
• Develop implement and continuously improve Resort Experience policies procedures and operating standards.
• Analyze guest feedback operational performance metrics financial results and business intelligence data to identify opportunities for continuous improvement.
• Lead the evaluation design testing and implementation of innovative guest experiences entertainment concepts events and resort programming.
• Establish and monitor key performance indicators (KPIs) related to guest satisfaction revenue growth profitability operational efficiency and service excellence.
• Research hospitality industry trends guest behavior insights and competitive market developments to drive innovation.
• Collaborate with Sales Marketing Revenue Management and Executive Leadership on growth initiatives and revenue optimization strategies.
• Foster a culture of innovation accountability hospitality excellence collaboration and continuous improvement.
• Partner with Information Technology teams to improve systems platforms reporting capabilities and guest experience technology solutions.
• Establish and manage strategic vendor relationships contract negotiations and partnership agreements.
• Provide executive-level reporting strategic recommendations and operational insights to senior leadership.
• Perform other duties as assigned.

Qualifications :

What Youll Bring:

Experience

• Minimum 10 years of progressive leadership experience within hospitality resort operations vacation ownership cruise operations entertainment operations guest experience management or travel and tourism.
• Multi-property leadership experience required.
• Experience overseeing guest activities entertainment recreation events resort operations or customer experience functions strongly preferred.
• Cruise line large-scale resort luxury hospitality destination management or timeshare industry experience preferred.
• Experience managing large operational budgets revenue-generating programs and organizational change initiatives preferred.
• Domestic and international destination experience preferred.

Education & Certifications

• Bachelors degree in Hospitality Management Entertainment Management Business Administration Tourism Management Recreation Management or related field required.
• Equivalent combination of education and leadership experience may be considered.

Skills & Knowledge

• Strategic planning and hospitality operations leadership.
• Guest experience management and customer satisfaction optimization.
• Entertainment recreation and event operations expertise.
• Multi-property operational management.
• Financial management budgeting forecasting and revenue analysis.
• Vendor management contract negotiation and partnership development.
• Data analytics KPI management and performance measurement.
• Change management and continuous process improvement.
• Executive communication and stakeholder management.
• Leadership development coaching and team engagement.
• Sales marketing and brand positioning knowledge.
• Strong presentation communication facilitation and relationship-building skills.
• Ability to independently manage complex initiatives and influence organizational outcomes.
• High proficiency with hospitality systems business intelligence tools Microsoft Office Suite and operational reporting platforms.

Additional Information :

Why Westgate  

• Comprehensive Health Benefits Medical Dental and Vision Coverage
• Paid Time Off Vacation Sick and Personal Time to Recharge
• Paid Holidays
• 401(k) with Generous Company Match to Support Your Future
• Daily Pay Access Your Earnings When You Need Them
• Family-Focused Benefits Pregnancy Parental Leave and Adoption Assistance
• Wellness Programs to Support Your Well-Being
• Flexible Spending Accounts (FSA)
• Tuition Assistance to Help You Grow Your Career
• Military Leave
• Employee Assistance Program (EAP) Support When You Need It Most
• Life Disability Accident Critical Illness and Hospital Insurance
• Pet Insurance for Your Furry Family Members
• Loyalty Program Exclusive Discounts on Hotels Cruises Resorts Restaurants Entertainment and More
• Low-Cost Gym Membership
• NEW! David A. Siegel Legacy Scholarship  Up to $40000 for Team Members Dependents After 1 Year of Service
• Career Growth and Advancement Opportunities
• Community Involvement Give Back and Make an Impact

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin protected veteran status disability status or any other protected status under federal state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process please email with the job title and the location of the position for which you are applying. This job posting is intended to provide a general overview of the position and may not include every responsibility duty or qualification required. Duties responsibilities and activities may change at any time with or without notice.

Remote Work :

No

Employment Type :

Full-time