Resort Operations Director

Westgate Resorts • Park City, UT

5d

About The Position

The Resort Operations Director plays a critical leadership role in delivering exceptional guest experiences while driving operational excellence and financial performance. Reporting directly to the Resort General Manager, this role oversees all facets of resort operations, ensuring departments operate efficiently, collaboratively, and in alignment with Westgate Resorts’ standards, values, and strategic goals. You lead department heads across operations, foster a culture of engagement and accountability, and ensure the resort’s physical condition, service delivery, and financial performance consistently exceed expectations. This role blends people leadership, guest experience, revenue strategy, and operational oversight, making it ideal for a hospitality leader ready to manage a complex resort environment. At Westgate Resorts, our leaders set the tone. You model our core values of Passion, Integrity, and Work Ethic while creating an environment where team members thrive and guests feel genuinely cared for.

Requirements

• Bachelor’s degree from an accredited four-year college or university
• Minimum of 1–2 years of experience as a hospitality department head or equivalent leadership role
• Strong operational knowledge of front desk, housekeeping, engineering, ownership, and retail operations
• Proven ability to lead teams, manage multiple priorities, and perform under pressure
• Excellent communication, leadership, and problem-solving skills
• Ability to travel 10% or less , based on business needs
• Flexibility to work varied schedules, including weekends and holidays as required
• Ability to lead in high-pressure or emergency situations

Nice To Haves

• Resort or vacation ownership experience
• Experience overseeing large, multi-department hospitality operations
• Strong financial acumen, including budgeting and forecasting

Responsibilities

• Lead and oversee all resort operations, ensuring efficient, guest-focused service delivery
• Foster a positive, collaborative culture with strong employee and leadership engagement
• Partner with department heads to ensure all team members receive proper onboarding, training, and development
• Maintain high standards for the physical appearance and condition of the property
• Monitor and actively support customer service initiatives to enhance guest satisfaction and loyalty
• Manage demand forecasting, inventory, and operational planning to drive revenue opportunities
• Apply strong knowledge of group and transient sales processes, forecasting, and hotel performance metrics
• Play a key role in strategic planning, budgeting, and marketing initiatives
• Review monthly and annual financial results, identifying trends and developing action plans
• Actively resolve guest concerns, ensuring timely follow-up and service recovery
• Serve as Manager on Duty and lead all on-property emergency situations as needed
• Collaborate with Concierge and VIP Services to support owner satisfaction and sales initiatives
• Represent Westgate Resorts with professionalism in appearance, conduct, and leadership presence
• Promote and reinforce Westgate and CFI philosophies across the resort
• Provide leadership and direction to Operations Department Heads
• Interview, hire, coach, and develop leaders and team members
• Set performance expectations, conduct evaluations, and address performance concerns
• Foster a positive, productive, and compliant work environment aligned with company policies and applicable laws

Benefits

• Comprehensive health benefits – medical, dental and vision
• Paid Time Off (PTO) – vacation, sick, and personal
• Paid Holidays
• 401K with generous company match
• Get access to your pay as you need it with our Daily Pay benefit
• Family benefits including pregnancy, and parental leave and adoption assistance
• Wellness Programs
• Flexible Spending Accounts
• Tuition Assistance
• Military Leave
• Employee Assistance Program (EAP)
• Life, Disability, Accident, Critical Illness & Hospital Insurance
• Pet Insurance
• Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.)
• Advancement & development opportunities
• Community Involvement Programs
• Highly discounted Epic Locals Ski Pass, while supplies last.
• FREE Ski, Snowboard and Mountain Bike equipment Rentals.
• FREE garage parking.
• $2.00 in meals in Team Member Breakroom.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees