Resort Experience National Director

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Job description

Job Description

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.

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