About this role
Key Responsibilities
• Develop and implement a comprehensive entertainment vision that elevates the guest experience across the entire resort.
• Continuously raise the standards of entertainment offerings by introducing fresh concepts, immersive experiences and industry-leading programming.
• Build a culture of creativity, excellence, and collaboration within the Events and Entertainment department.
• Design, develop, and execute signature seasonal events including holiday celebrations, festivals, themed weekends, concerts, and special activations.
• Create new annual traditions that strengthen the resort's reputation.
• Develop event concepts from ideation through execution, including budgeting, logistics, staffing, programming, and post-event evaluation.
• Support social media and digital content by creating visually engaging and shareable guest experiences.
• Maintain a balanced annual events calendar that drives occupancy, repeat visitation, and community engagement.
• Act as a steward and key leader for reinforcing our Lead with Love culture as well as provide leadership to inspire others to Create Memories Worth Repeating® for our guests.
• Source, negotiate, and manage relationships with performers, production companies, entertainers, and vendors.
• Ensure operational consistency across all guest touch-points.
• Create a culture focused on hospitality, creativity, accountability, and continuous improvement.
• Champion the Herschend Heartspitality culture with a focus on engagement, development, retention, and service excellence.
• Create and support clear lines of responsibility for management team, including coverage and oversight throughout the day.
• Review and follow up, when necessary, on all guest surveys, comments, social postings, etc. to ensure our NPS goals are achieved.
• Resolve complex operational and guest service issues when necessary.
• Foster a culture of safety for guests and associates.
• Ensure compliance with all federal, state, and local regulations.
Financial Leadership
• Develop and manage multi-million-dollar operating budgets and prepare monthly forecasts.
• Participate in annual strategic planning and long-range business initiatives.
• Manage the flow of labor between departments to support effective management of the labor budget and achievement of profitability goals.
• Identify opportunities to improve profitability through process improvements, operational efficiencies, and strategic investments.
• Collaborate with Finance on forecasting, capital planning, and long-term financial strategy.
Qualifications
• Bachelor's degree in Hospitality Management, Entertainment, Event Management, or related field preferred.
• Minimum 10 years of progressive leadership experience in hospitality, entertainment, event management, destination resorts, theme parks, or large-scale mixed-use operations.
• Minimum 5 years in a senior leadership role.
• Strong financial acumen with experience managing large operating budgets and capital expenditures.
• Proven ability to build, develop, and lead high-performing leadership teams.
• Excellent strategic planning, organizational, and decision-making skills.
• Outstanding communication and presentation abilities.