Director, Resort Operations

Westgate Resorts • River Ranch, FL

12d • Onsite

About The Position

The Director of Resort Operations reports directly to the General Manager and is responsible for leading the day-to-day operations of a 292-key resort with approximately 150 team members. This leader is responsible for delivering exceptional guest experiences, fostering an engaged workforce, and driving strong financial performance. The role oversees all aspects of daily resort operations, including Housekeeping, Front Office, Activities, and Maintenance, while safeguarding resort assets and upholding quality, service, and safety standards. The Director partners with department leaders to drive revenue growth, control expenses, and achieve operational excellence through innovative strategies and hands-on leadership. As a key member of the resort's executive team, the Director of Resort Operations is accountable for developing high-performing teams, fostering a culture of service and accountability, and maintaining strong relationships with owners, guests, and board members. This position plays a critical role in sustaining the resort's reputation for excellence while ensuring compliance with financial, operational, and brand standards. Additionally, the individual must demonstrate and uphold the Company's core values of Integrity, Passion, and Work Ethic.

Requirements

• A minimum of 5+ years progressive leadership experience in the Hospitality Industry.
• Union experience preferred for identified locations.
• Bachelor's degree in Business Administration or a related field preferred, but not required. Relevant equivalent work experience may be substituted in lieu of a degree.
• Strong leadership, relationship-building, and organizational abilities
• In-depth knowledge of hotel/resort operations and industry regulations
• Excellent communication and presentation skills; bilingual/multilingual a plus
• Proficient in property management systems, Microsoft Office, and financial analysis
• Skilled in budgeting, forecasting, expense control, and inventory management
• Experienced in team management, coaching, training, and scheduling
• Strong problem-solving and decision-making skills in a fast-paced environment
• Dedicated to exceeding guest expectations with professionalism and confidentiality
• Flexible to work evenings, weekends, and holidays as business requires

Responsibilities

• Provide senior leadership by directing all resort operations, serving as liaison between departments, and ensuring alignment with company standards and objectives.
• Lead, coach, and develop managers and staff through recruitment, training, performance appraisals, and career development programs.
• Drive exceptional guest service and team member satisfaction by modeling positive leadership, ensuring attentive and courteous service, and maintaining visibility throughout the resort.
• Oversee financial performance including budgeting, forecasting, expense control, and compliance with financial SOPs, while monitoring productivity and conducting regular financial reviews.
• Manage resort assets by ensuring cleanliness, preventive maintenance, safety, and effective inventory controls through regular inspections and action planning.
• Develop and implement strategies with department leaders to improve revenue, control costs, and enhance overall guest and team member experiences.
• Conduct and lead operational meetings, staff communications, and reporting requirements, ensuring timely follow-up and compliance with all SOPs and corporate programs.
• Maintain strong guest and owner relations by being accessible, responsive, and proactive in addressing needs and concerns.
• Uphold a culture of safety, accountability, and professional service across all departments.

Benefits

• 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 $40,000 for Team Members’ Dependents
• Career Growth and Advancement Opportunities
• Community Involvement – Give Back and Make an Impact

What This Job Offers

• Job Type: Full-time
• Career Level: Director