Director, Resort Operations

Westgate River Ranch Resort & Rodeo provides you with the unique opportunity to meet and greet with guests who share your enthusiasm for the great outdoors at our authentic Florida dude ranch, which lies on 1,700 beautiful acres overlooking the scenic Kissimmee River and just one hour south of Orlando. Enjoy the surroundings and excitement that our amazing resort offers such as incredible outdoor recreational opportunities, including the River Country Water Park, horseback riding, airboat and swamp buggy rides, trap & skeet range, full-service marina and award-winning Saturday night rodeo. 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.

The Director of Resort Operations reports directly to the General Manager and is responsible for leading the day-to-day operations of a 292-key resort with approximately 150 team members. This leader is responsible for delivering exceptional guest experiences, fostering an engaged workforce, and driving strong financial performance. The role oversees all aspects of daily resort operations, including Housekeeping, Front Office, Activities, and Maintenance, while safeguarding resort assets and upholding quality, service, and safety standards. The Director partners with department leaders to drive revenue growth, control expenses, and achieve operational excellence through innovative strategies and hands-on leadership.

As a key member of the resort's executive team, the Director of Resort Operations is accountable for developing high-performing teams, fostering a culture of service and accountability, and maintaining strong relationships with owners, guests, and board members. This position plays a critical role in sustaining the resort's reputation for excellence while ensuring compliance with financial, operational, and brand standards. Additionally, the individual must demonstrate and uphold the Company's core values of Integrity, Passion, and Work Ethic.

What You Will Do

• Provide senior leadership by directing all resort operations, serving as liaison between departments, and ensuring alignment with company standards and objectives.
• Lead, coach, and develop managers and staff through recruitment, training, performance appraisals, and career development programs.
• Drive exceptional guest service and team member satisfaction by modeling positive leadership, ensuring attentive and courteous service, and maintaining visibility throughout the resort.
• Oversee financial performance including budgeting, forecasting, expense control, and compliance with financial SOPs, while monitoring productivity and conducting regular financial reviews.
• Manage resort assets by ensuring cleanliness, preventive maintenance, safety, and effective inventory controls through regular inspections and action planning.
• Develop and implement strategies with department leaders to improve revenue, control costs, and enhance overall guest and team member experiences.
• Conduct and lead operational meetings, staff communications, and reporting requirements, ensuring timely follow-up and compliance with all SOPs and corporate programs.
• Maintain strong guest and owner relations by being accessible, responsive, and proactive in addressing needs and concerns.
• Uphold a culture of safety, accountability, and professional service across all departments.

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

Experience

• A minimum of 5+ years progressive leadership experience in the Hospitality Industry.
• Union experience preferred for identified locations.

Education & Certifications

• Bachelor's degree in Business Administration or a related field preferred, but not required. Relevant equivalent work experience may be substituted in lieu of a degree.

Skills & Knowledge

• Strong leadership, relationship-building, and organizational abilities
• In-depth knowledge of hotel/resort operations and industry regulations
• Excellent communication and presentation skills; bilingual/multilingual a plus
• Proficient in property management systems, Microsoft Office, and financial analysis
• Skilled in budgeting, forecasting, expense control, and inventory management
• Experienced in team management, coaching, training, and scheduling
• Strong problem-solving and decision-making skills in a fast-paced environment
• Dedicated to exceeding guest expectations with professionalism and confidentiality
• Flexible to work evenings, weekends, and holidays as business requires

Why Westgate?  

• Comprehensive Health Benefits – Medical, Dental, and Vision Coverage
• Paid Time Off – Vacation, Sick, and Personal Time to Recharge
• Paid Holidays
• 401(k) with Generous Company Match to Support Your Future
• Daily Pay – Access Your Earnings When You Need Them
• Family-Focused Benefits – Pregnancy, Parental Leave, and Adoption Assistance
• Wellness Programs to Support Your Well-Being
• Flexible Spending Accounts (FSA)
• Tuition Assistance to Help You Grow Your Career
• Military Leave
• Employee Assistance Program (EAP) – Support When You Need It Most
• Life, Disability, Accident, Critical Illness, and Hospital Insurance
• Pet Insurance for Your Furry Family Members
• Loyalty Program – Exclusive Discounts on Hotels, Cruises, Resorts, Restaurants, Entertainment, and More
• Low-Cost Gym Membership
• NEW! David A. Siegel Legacy Scholarship – Up to $40,000 for Team Members’ Dependents
• Career Growth and Advancement Opportunities
• Community Involvement – Give Back and Make an Impact

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.