Resort Experience Director

Company Description

The beautiful lakefront Westgate Lakes Resort & Spa offers you the perfect opportunity to meet and share stories with guests who arrive from around the world to experience Central Florida’s world-famous theme parks and attractions. Enjoy the surroundings and excitement that our world-class resort offers when you join the Westgate Lakes team. As part of Westgate Resorts, recognized by U.S. News as one of the Best Companies to Work For, you’ll be joining a team committed to excellence and creating unforgettable vacation experiences and supporting your career growth where you are or at 60+ resorts across the company. Our success is built on our core values of Integrity, Passion, and Work Ethic. These values guide how we support our Owners, serve our guests, and show up for one another every day.

Job Description

Westgate Lakes Resort & Spa is seeking a Resort Experience Director to lead the design, execution, and continuous improvement of world‑class guest experiences across one of Central Florida’s premier resort destinations. The Resort Experience Director will oversee activities, entertainment, and experiential programming that creates unforgettable moments for guests while reflecting the elevated hospitality standards of the Westgate Resorts brand. The Resort Experience Director plays a highly visible leadership role, partnering with resort operations, food & beverage, marketing, and guest services teams to ensure all activities, events, and on‑property experiences are seamlessly executed. This position is ideal for a hospitality leader with a background in resort, cruise, or large‑scale entertainment operations who thrives in a fast‑paced, guest‑facing environment.

As the senior leader of the Resort Experience Department, this role is responsible for strategic planning, budgeting, staffing, and performance management across multiple teams and venues. The Director will analyze guest feedback and operational data to continuously refine programming, increase guest satisfaction scores, and drive positive online reviews. Acting as both a department leader and brand ambassador, the Resort Experience Director regularly serves as the Face of the Resort and Master of Ceremonies for signature events, ensuring a lively, engaging atmosphere that mirrors a luxury cruise experience on land. Success in this role requires strong executive presence, creative vision, and the ability to motivate diverse teams while balancing operational excellence with memorable guest engagement.

What You Will Do:

• 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

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

What You Will Bring:

• 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.

Additional Information

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.

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.