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 strong vendor partnerships that align with operational needs and financial objectives.
• Ensure vendors meet resort standards, service expectations, and contractual obligations.
• Collaborate with Sales, Marketing, and Events teams to support group activities, incentive programs, team-building events, and special functions.
• Support resort activations designed to increase occupancy, guest engagement, and ancillary revenue opportunities.

V. Financial Management & Operational Performance

• Manage departmental budgets while balancing guest satisfaction, service quality, and financial objectives.
• Review financial statements, activity performance reports, participation metrics, and departmental productivity indicators.
• Identify opportunities to optimize revenue, improve efficiencies, and reduce operational costs.
• Manage departmental expenditures, purchasing activities, and inventory controls.
• Monitor revenue-generating activities within Resort Experience operations to maximize profitability.
• Develop business plans and operational strategies that support overall resort objectives.
• Utilize operational data and guest feedback to drive continuous improvement initiatives.

VI. Leadership & Team Management

• Lead, inspire, and develop Resort Experience leaders and associates to achieve operational excellence.
• Provide direction and support for Recreation, Kid’s Club, Pool Operations, Health Club, Poolside Restaurant, and related teams.
• Foster a culture of accountability, teamwork, engagement, and exceptional service.
• Ensure staffing levels are appropriate to support operational demands and exceed guest expectations.
• Promote effective communication within teams through departmental meetings, briefings, and operational updates.
• Act as a role model by demonstrating Marriott leadership principles and service behaviors.
• Ensure departmental goals and expectations are clearly communicated and understood.
• Encourage innovation and employee involvement in enhancing the guest experience.

VII. Talent Development & Performance Management

• Recruit, interview, onboard, and develop high-performing associates and leaders.
• Conduct regular coaching, mentoring, and performance discussions with team members.
• Ensure performance reviews are completed accurately and within established timelines.
• Identify training needs and coordinate learning and development initiatives.
• Support career growth, succession planning, and leadership development opportunities.
• Recognize and reward outstanding performance and contributions.
• Conduct regular one-on-one meetings with direct reports to discuss development goals and remove performance barriers.
• Ensure team members possess the knowledge, skills, and resources required to meet operational expectations.

VIII. Culture, Engagement & Associate Relations

• Promote Marriott’s service culture and commitment to guest-centric hospitality.
• Create a workplace environment focused on empowerment, continuous improvement, teamwork, and associate wellbeing.
• Uphold Marriott’s Guarantee of Fair Treatment and Open Door policies.
• Address associate concerns promptly, professionally, and fairly.
• Foster strong associate engagement and contribute to positive workplace culture initiatives.
• Encourage collaboration across departments to achieve shared business objectives.
• Maintain open and transparent communication with associates regarding goals, performance, and organizational priorities.

IX. Safety, Compliance & Risk Management

• Ensure compliance with company policies, local regulations, health and safety requirements, and operational standards.
• Maintain safe environments for guests and associates across all Resort Experience facilities.
• Conduct regular safety inspections, audits, and risk assessments.
• Ensure emergency procedures and safety protocols are understood and followed.
• Monitor compliance with child safety standards and operational guidelines within Kid’s Club facilities.
• Investigate and report incidents, accidents, and operational risks in accordance with company procedures.
• Maintain readiness for internal audits, brand inspections, and regulatory reviews.

X. Communication & Cross-Functional Collaboration

• Partner closely with Rooms Operations, Food & Beverage, Engineering, Housekeeping, Sales & Marketing, Human Resources, and Finance teams.
• Participate in leadership meetings, operational reviews, and resort strategic planning sessions.
• Communicate operational priorities, challenges, and opportunities effectively to key stakeholders.
• Support property-wide initiatives and business objectives through collaborative leadership.
• Share operational insights, guest trends, and recommendations to enhance overall resort performance.
• Build strong professional relationships that support operational excellence and business success.

OUR BENEFITS

• Exclusive staff discounts on hotel accommodation and food & beverage across all Marriott International properties for you, your family, and friends.
• Career growth and development through Marriott’s global learning and development programs.
• Employment with a globally recognized hospitality brand committed to diversity, inclusion, and equal opportunity.
• Duty meals provided.
• Associate transportation provided.
• Prorated unused sick leave paid out at year end.
• Opportunities to work within Fiji’s premier integrated resort destination.

QUALIFICATIONS AND EXPERIENCE

• Degree or Diploma in Hospitality Management, Business Administration, or a related discipline
• Minimum of 3 years’ leadership experience in a resort or hospitality environment.
• Proven experience leading recreation, guest activities, entertainment programs, wellness operations, or resort experience functions.
• Strong understanding of guest engagement strategies, event management, recreational programming, and operational service standards.
• Demonstrated experience managing budgets, financial performance, vendor relationships, and operational resources.
• Proven leadership capability in developing, coaching, and motivating diverse teams.
• Strong business acumen with experience driving guest satisfaction, productivity, and profitability.
• Excellent interpersonal, communication, stakeholder management, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced resort environment.
• Working knowledge of workplace health and safety, risk management, and regulatory compliance requirements.
• Proficiency in Microsoft Office applications and hospitality management systems.
• Experience within Marriott International or another global hospitality brand is highly desirable.
• Flexibility to work weekends, evenings, public holidays, and operational schedules as required.