Resort Experience Director

Job Description

The Resort Experience Director is responsible for overseeing the Resort Experience Department, ensuring the delivery of exceptional guest experiences that align with the Westgate brand. This role requires a dynamic individual who can act as a "Cruise Director" for our "Cruise Ship on land," managing activities, events, and entertainment to create unforgettable memories for our guests. Additionally, the Resort Experience Director will be in charge of the excursion program, directly supervising the Excursion Manager in collaboration with the Resort Experience Director at the Villas, as the Excursion Manager will cover both properties.

As the Resort Experience Director, you will:

Lead the Resort Experience Department, supervising the Activities Manager, Waterpark Manager, and Excursion Manager.

Develop and implement a comprehensive program of activities, events, entertainment, and excursions that enhances guest satisfaction.

Create a lively, engaging atmosphere that mirrors the experience of a luxury cruise, but on land.

Serve as a brand ambassador, promoting the resort's values and standards in every guest interaction.

Collaborate with other departments to ensure seamless execution of all guest experiences.

Manage departmental budgeting, scheduling, and staffing to ensure efficient operation and high-quality service.

Analyze guest feedback to identify trends and make strategic adjustments to the experience offerings.

Provide leadership, training, and support to team members, fostering a culture of excellence and professional development.

Address guest concerns and inquiries promptly, ensuring resolution and satisfaction.

Serve as the "Face of the Resort" and Master of Ceremonies for Signature events.