Complex Director of Resort Experience

JOB SUMMARY The Complex Director of Resort Experience is responsible for leading and managing the overall Resort Experience operations across the property. This role drives the development and execution of innovative resort activity programs, guest experiences, and recreational services that enhance guest satisfaction, brand loyalty, and overall resort performance. The Complex Director of Resort Experience provides strategic and operational leadership to ensure all resort experience offerings are delivered at the highest standards of quality, safety, service excellence, and financial performance. The role partners closely with Resort Operations, Food & Beverage, Engineering, Housekeeping, Human Resources, and other departments to create memorable guest experiences while fostering a culture of engagement, teamwork, and continuous improvement.

KEY RESPONSIBILITIES I. Resort Experience Strategy & Program Management

Lead the planning, development, and execution of resort experiences, recreational activities, and entertainment programs for guests of all ages. Develop and coordinate resort-wide events and experiences including themed events, cultural activities, guest barbeques, wine tastings, holiday celebrations, family activities, wellness programs, and seasonal events. Create engaging activity calendars that align with guest demographics, market trends, and brand standards. Develop and oversee innovative programs that enhance the overall guest experience and differentiate the resort in the marketplace. Monitor guest participation and feedback to continuously improve experiences and activity offerings. Ensure resort programming delivers both guest satisfaction and revenue-generating opportunities where appropriate. Manage the procurement of activity equipment, supplies, and resources required for resort operations.

II. Guest Experience & Service Excellence

Champion exceptional guest experiences across all Resort Experience operations. Maintain a visible operational presence and actively engage with guests throughout the resort. Respond promptly and professionally to guest inquiries, requests, and concerns. Develop proactive solutions to enhance guest satisfaction and exceed expectations. Monitor guest satisfaction scores, feedback, and service trends, implementing action plans to improve results. Partner with operational leaders to ensure seamless and consistent guest experiences throughout the resort. Lead initiatives that create memorable experiences and strengthen guest loyalty. Ensure all Resort Experience activities reflect Marriott’s commitment to service excellence and brand standards.

III. Recreation, Pools, Health Club & Kid’s Club Operations

Oversee the daily operations of pools, health club, recreational facilities, Kid’s Club, and related guest service areas. Ensure all facilities are maintained in excellent condition, including cleanliness, safety, appearance, and operational readiness. Conduct routine inspections to identify maintenance requirements and operational improvements. Partner with Engineering, Housekeeping, and external service providers to ensure timely resolution of maintenance issues. Ensure facility inspection logs, safety records, and operational documentation are maintained accurately and consistently. Monitor facility utilization and recommend enhancements that improve guest engagement and operational effectiveness. Ensure all recreational facilities operate in compliance with applicable safety and regulatory requirements.

IV. Events, Entertainment & Vendor Management

Lead the planning and execution of resort entertainment, recreational events, and guest engagement programs. Coordinate simultaneous activities and events while ensuring operational excellence and guest satisfaction. Identify, negotiate with, and manage third-party vendors, contractors, entertainers, and service providers supporting resort operations. Build and maintain