Resort Experience National Director

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 the largest privately held timeshare company in the world, with 60+ resorts in top destinations like Orlando, Las Vegas, Gatlinburg, Park City, and Myrtle Beach. Recognized byU.S. News & World Reportas one of theBest Companies to Work For, we’re committed to creating a supportive, rewarding workplace where our 9,000 Team Members can grow and thrive. Since 1982, we’ve delivered unforgettable vacations through exceptional service, innovation, and community engagement.With the recent addition of VI Resorts by Westgate, our footprint now includes the Pacific Northwest, Hawaii, Canada, and Mexico. Join us and be part of a team that values passion, integrity, and excellence, where your work helps create memories that last a lifetime.

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 You'll 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.

What You'll 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

• 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.

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.

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 – AccessYour 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

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 [e-mail] 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.