Resort Experience National Director - Westgate Resorts

Westgate Resorts provides a diverse range of vacation experiences. From sandy beaches on the Atlantic Ocean to snow-covered Utah mountains, families can affordably experience the country's most desirable vacation destinations. A world leader in the timeshare and hospitality industry, Westgate has resorts in Florida, Tennessee, South Carolina, Missouri, Utah, Nevada, and Arizona. Westgate meets every vacation expectation, for every family, for every budget. As we continue growing, we will continue offering the best and most-affordable vacation options out there!

The Resort Experience National Director leads the Resort Experience team in delivering exceptional guest experiences by working with resort leadership and fully engaged team members. This role focuses on identifying, designing, and implementing process improvements to enhance efficiency, performance, and guest satisfaction. The Director collaborates with marketing, guest experience managers, resort operations, and corporate executives to achieve business goals, develop vendor partnerships, and elevate property experiences. They oversee strategy execution, ensure guest service metrics are met, and drive service and financial objectives. Additionally, the Director mentors, trains, and supervises direct reports to foster team development and productivity.

To perform this job successfully, an individual must be able to perform each essential duties and responsibilities satisfactorily. Additionally, the person must possess and adhere to the following core company values:

• Integrity
• Passion
• Work Ethic

As a Resort Experience National Director you will:

• Lead, mentor, and hold accountable the Resort Experience team overseeing on-site operations, aquatics, entertainment, off-site experiences, and team member activities.
• Develop, coach, and provide performance reviews for team leaders, ensuring alignment with company standards and expectations.
• Oversee regional programs, ensuring they meet brand standards and guest satisfaction goals.
• Manage documentation, including product builds, logistics, legal and financial work, and training materials.
• Ensure proper on-site support for Resort Experience teams and conduct property visits to maintain service and compliance standards.
• Create and monitor adherence to Resort Experience policies, leveraging analytics to identify continuous improvement opportunities.
• Collaborate with cross-functional teams to drive a guest-centric, innovative culture.
• Manage scheduling, training programs, and promotion criteria for the Resort Experience team.
• Lead the development and execution of new Resort Experience concepts and service initiatives, ensuring all metrics are met or exceeded.
• Track business trends and adjust strategies to drive profitable growth through sales, marketing, and revenue management.
• Focus on continuous improvement for both corporate and resort-level teams.
• Design future strategies to achieve corporate growth and profitability, ensuring a global perspective.
• Collaborate with IT for system and service tool enhancements.
• Build and maintain relationships with stakeholders, fostering trust and teamwork.
• Inspire and motivate the leadership team to achieve key performance indicators (KPIs).
• Manage budgets, vendor relationships, and ensure project goals align with financial plans.
• Multitask effectively, managing projects without compromising quality.
• Assist with team member engagement, foundation programs, and team-building initiatives.
• Perform additional duties as needed.

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Extensive domestic and international travel and hospitality expertise.
• Strategic planner with hands-on management and innovative approach.
• Creative leader focused on enhancing guest experience and resort entertainment.
• Provide leadership and motivation to teams, aligning with company goals.
• Independent problem solver for resort and executive management inquiries.
• Foster a proactive, knowledgeable resort management team.
• Flexibility for short-notice travel (50% expected).
• Strong decision-making and forward-thinking skills to meet business needs.
• Inspirational leadership with exceptional interpersonal and communication skills.
• Strategy development and communication with a focus on continuous improvement and cost-effective client experiences.
• Lead cross-functional teams in implementing industry-leading initiatives.
• Financial acumen in managing significant revenue and distribution costs.
• Proficiency in Microsoft Office (Excel, PowerPoint), and familiarity with project management tools (Microsoft Project).
• Sales and marketing expertise, including negotiation, strategic selling, product development, and brand strategy.
• Ability to quickly grasp complex concepts, prioritize, and manage deadlines.
• Highly organized, punctual, and adaptable, ensuring efficient workflow and timely results.

Education & Experience 

• Bachelor’s degree in entertainment or hospitality management required or equivalent work experience.
• Five years of relevant experience with Cruise, Large Timeshare, Large Resort experience (preferred)

Supervisory Responsibiilities 

Directly supervises the Activities Corporate Manager, Corporate Coordinators and with a dotted line from every Activities Department Leader carrying out responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include, but are not limited to, training, planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.

Why Westgate?

• 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

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 WGAccommodations@wgresorts.com with the job title and the location of the position for which you are applying.