Resort Experience National Director

Westgate Resorts•Orlando, FL

2d•Onsite

About The Position

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.

Requirements

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.
Bachelor's 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.
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.

Responsibilities

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.

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 After 1 Year of Service
Career Growth and Advancement Opportunities
Community Involvement – Give Back and Make an Impact