Resort Experience National Director

About the role

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 by U.S. News & World Report as one of the Best 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.

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