National Director, Resort Experience & Guest Engagement

Westgate Resorts; Orlando (FL); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Health benefits

Paid time off

401(k) with company match

Daily pay access to earnings

Parental leave

Job summary

Westgate Resorts is seeking an experienced National Director of Resort Experience & Guest Entertainment to elevate guest-facing experiences across its premier resort portfolio. This executive role oversees Activities, Entertainment, Events, Arcades, Waterparks, Marina Operations, and Signature Events to drive guest satisfaction and revenue growth.

The ideal candidate has 10+ years in hospitality leadership, multi-property oversight, and a track record of innovative guest engagement programs.

Qualifications

• 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.

Responsibilities

• Lead Resort Experience teams across all properties to deliver exceptional guest experiences and uphold brand standards.
• Develop and execute strategic initiatives for Activities, Entertainment, Events, Arcades, Waterparks, Marina Operations, and guest engagement programs.
• Coach and develop Resort Experience leadership teams and drive performance through succession planning and operational excellence.
• Oversee regional Resort Experience programs to ensure consistency, service quality, guest satisfaction, and brand compliance.
• Maintain documentation for processes, program development, financial analysis, training materials, and SOPs.
• Partner with Human Resources to support engagement, recognition programs, culture initiatives, and retention strategies.
• Conduct property visits to evaluate performance, guest satisfaction, and revenue opportunities.
• Design and implement Resort Experience policies, procedures, and standards; drive continuous improvement.
• Analyze guest feedback, operational metrics, financial results, and business intelligence for optimization.
• Lead evaluation, design, testing, and implementation of innovative guest experiences and programming.
• Establish and monitor KPIs related to guest satisfaction, revenue growth, profitability, and service excellence.
• Research industry trends and competitive market developments to drive innovation.
• Collaborate with Sales, Marketing, Revenue Management, and Executive Leadership on growth initiatives.
• Foster a culture of innovation, accountability, and collaboration.

Skills

Strategic planning

Guest experience management

Entertainment operations

Multi-property leadership

Budgeting & forecasting

Vendor management

Data analytics & KPIs

Change management

Executive communication

Leadership development

Sales & brand positioning

Presentation & facilitation

Hospitality systems proficiency

MS Office & BI tools

Education

Bachelor's degree in Hospitality/Entertainment/Business Administration or related field

Tools

Hospitality systems

Business intelligence tools

Microsoft Office Suite

Operational reporting platforms

Job description

Westgate Resorts is seeking an experienced National Director of Resort Experience & Guest Entertainment to elevate guest-facing experiences across its premier resort portfolio. This executive role oversees Activities, Entertainment, Events, Arcades, Waterparks, Marina Operations, and Signature Events to drive guest satisfaction and revenue growth.

The ideal candidate has 10+ years in hospitality leadership, multi-property oversight, and a track record of innovative guest engagement programs.