Resort Operations Director

The Resort Operations Director plays a critical leadership role in delivering exceptional guest experiences while driving operational excellence and financial performance. Reporting directly to the Resort General Manager, this role oversees all facets of resort operations, ensuring departments operate efficiently, collaboratively, and in alignment with Westgate Resorts’ standards, values, and strategic goals.You lead department heads across operations, foster a culture of engagement and accountability, and ensure the resort’s physical condition, service delivery, and financial performance consistently exceed expectations. This role blends people leadership, guest experience, revenue strategy, and operational oversight, making it ideal for a hospitality leader ready to manage a complex resort environment.At Westgate Resorts, our leaders set the tone. You model our core values of Passion, Integrity, and Work Ethic while creating an environment where team members thrive and guests feel genuinely cared for.What You’ll Do as a Resort Operations Director:Lead and oversee all resort operations, ensuring efficient, guest-focused service deliveryFoster a positive, collaborative culture with strong employee and leadership engagementPartner with department heads to ensure all team members receive proper onboarding, training, and developmentMaintain high standards for the physical appearance and condition of the propertyMonitor and actively support customer service initiatives to enhance guest satisfaction and loyaltyManage demand forecasting, inventory, and operational planning to drive revenueopportunitiesApply strong knowledge of group and transient sales processes, forecasting, and hotel performance metricsPlay a key role in strategic planning, budgeting, and marketing initiativesReview monthly and annual financial results, identifying trends and developing action plansActively resolve guest concerns, ensuring timely follow-up and service recoveryServe as Manager on Duty and lead all on-property emergency situations as neededCollaborate with Concierge and VIP Services to support owner satisfaction and sales initiativesRepresent Westgate Resorts with professionalism in appearance, conduct, and leadership presencePromote and reinforce Westgate and CFI philosophies across the resortLeadership & Supervisory Responsibilities:Provide leadership and direction to Operations Department HeadsInterview, hire, coach, and develop leaders and team membersSet performance expectations, conduct evaluations, and address performance concernsFoster a positive, productive, and compliant work environment aligned with company policies and applicable laws