Resort Experience Director

About the role

The Resort Experience Director leads the design, execution, and continuous improvement of world-class guest experiences at Westgate Lakes Resort & Spa. This role oversees activities, entertainment, and experiential programming that create unforgettable moments for guests while aligning with Westgate Resorts' brand standards.

Responsibilities

• Lead the Resort Experience Department, including direct oversight of department managers and team leaders.
• Develop, implement, and continuously refine a comprehensive program of resort activities, entertainment, events, and excursions.
• Create and sustain an engaging, high-energy atmosphere that delivers a luxury, cruise-style guest experience on land.
• Serve as a Westgate brand ambassador, modeling service excellence in all guest and team member interactions.
• Collaborate cross-functionally with Resort Operations, Food & Beverage, Marketing, and Guest Services teams.
• Manage departmental budgets, labor planning, scheduling, and staffing to ensure operational efficiency and service quality.
• Analyze guest satisfaction surveys, reviews, and feedback trends to drive strategic improvements.
• Recruit, train, coach, and develop leaders and team members, fostering a culture of accountability and excellence.
• Address and resolve guest concerns promptly to ensure satisfaction and retention.
• Act as the "Face of the Resort" and Master of Ceremonies for signature resort events and experiences.
• Establish and enforce departmental policies, procedures, and safety standards.
• Oversee multiple teams and/or department leaders, focusing on goals and strategic planning.
• Perform other duties as assigned.

Qualifications

• 10+ years of experience in hospitality, entertainment, resort, or cruise operations.
• Minimum of 5 years in a senior leadership or director-level role.
• Proven success in strategic planning, budgeting, and achieving measurable guest satisfaction outcomes.
• Resort or cruise industry experience strongly preferred.
• Bachelor’s degree preferred.
• CPR and First Aid certification preferred.
• American Red Cross Lifeguard Instructor certification preferred.
• Fluency in English (read, write, and speak).
• Exceptional leadership, communication, and interpersonal skills.
• Ability to motivate and manage large, diverse teams.
• Strong organizational, analytical, and creative problem-solving skills.
• Valid driver’s license required to operate company golf carts.

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