Complex Director of Resort Experience

About the role

The Complex Director of Resort Experience leads and manages the overall resort experience operations, driving innovative activity programs, guest experiences and recreational services that boost satisfaction, brand loyalty and resort performance.

Key responsibilities

• Lead planning, development and execution of resort experiences, recreational activities and entertainment programs for guests of all ages.
• Develop and coordinate resort‑wide events such as themed events, cultural activities, guest barbecues, wine tastings, holiday celebrations, family activities, wellness programs and seasonal events.
• Create activity calendars aligned with guest demographics, market trends and brand standards, and monitor participation and feedback to continuously improve offerings.
• Ensure programming delivers both guest satisfaction and revenue‑generating opportunities, managing procurement of equipment and supplies.
• Champion exceptional guest experiences by maintaining a visible operational presence, responding promptly to guest inquiries and concerns, and implementing action plans to improve satisfaction scores.
• Oversee daily operations of pools, health club, recreational facilities and Kid’s Club, ensuring safety, service excellence and financial performance.
• Partner with Resort Operations, Food & Beverage, Engineering, Housekeeping, Human Resources and other departments to deliver seamless, high‑quality experiences.

Required profile

Required skills