Vice President of Resort Operations @ Westgate Resorts
Vice President, Western Regional Operations @ Westgate Resorts
General Manager @ Westgate Resorts
Brian is the General Manager of Westgate Park City Resort & Spa and currently provides leadership for over 400 team members in resort operations, restaurant and retail positions. He has held several management positions at Westgate and has led thousands of team members, providing leadership for resorts ranging from 200 to 2000 units. Brian has also led
Brian is the General Manager of Westgate Park City Resort & Spa and currently provides leadership for over 400 team members in resort operations, restaurant and retail positions. He has held several management positions at Westgate and has led thousands of team members, providing leadership for resorts ranging from 200 to 2000 units. Brian has also led numerous development and improvement programs including the design, construction and implementation of three new award-winning outlets at Westgate Park City Resort & Spa: Drafts Sports Bar & Grill, Edge Steakhouse, and The Marketplace.
Under his leadership, Westgate Park City Resort & Spa team has won a substantial list of distinctive awards including seven Best of Utah Awards for the Resort, Spa, Edge, and Drafts. Westgate Park City Resort & Spa was also recognized by Perspective Magazine as the Best Timeshare Resort in the World for two consecutive years and has been featured in USA Today’s ‘10Best’, in the top five resorts in Park City and #1 Resort in the Canyons. As winner of six awards in 2013, the Best of Park City has announced that Westgate Park City Resort & Spa has been nominated for 10 Best of Park City Awards of 2014.
In addition to these achievements, Brian’s team has raised their independently measured customer survey scores to the highest levels in the history of the property, resulting in a 4-star Expedia rating. The property TripAdvisor scores have also increased from 77% in 2011 to 95.2% in 2014 and earned the TripAdvisor’s Certificate of Excellence Award for Resort, Edge, Drafts, and Spa.
Moreover, Edge Steakhouse is consistently ranked in the top three out of 199 on TripAdvisor, honored with six OpenTable awards, and winner 2014 Wine Spectator Award of Excellence.
Brian believes these awards and achievements are a direct reflection of his leadership teams’ passion and dedication for providing the best guest and team member experience possible.
General Manager @ Westgate Park City Resort & Spa is ideally located at the base of The Canyons Ski Resort. Westgate Park City is an award winning resort, with three award winning F&B and Spa outlets. The experience at Westgate Park City is unmatched, including a ski-in ski-out location, skier valet service, complimentary transportation, destination activities, park cities only Indoor-Outdoor Olympic size pool, a 30,000 sqft health spa, an indoor adult relaxation pool with a therapeutic waterfall, an advanced technological fitness center, and a level of service which surpasses it’s competition and exceeds all of our owners and guests expectations.
As General Manager, responsibilities include leadership over all resort operations, food and beverage, spa, whole ownership sales and operations, resort marketing, training and development, recruitment and team member services, budgeting, management of two HOA’s and capital improvements for over 400 team members and 488 villas.
On top of Westgate Park City’s several awards, Brian’s team has experienced significant 2013 yearend financial improvements over 2011 yearend financials, including a 54.59% increase in rental occupancy, 19.05% increase in ADR, and 82.47% increase in rental revenue. Additionally, the Westgate Park City team has surpassed their financial goals for Q1 and Q2 of 2014 over prior year, including a 4.50% increase in rental occupancy, 7.44% increase in ADR, 18.78% increase in rental revenue, 14.52% decrease in CPOV, and 66.57% increase in net operating income.
With the new developments of Edge Steakhouse, Drafts Sports Bar, The Marketplace, increased banquet business, and the Serenity Spa product and service enhancements, the Westgate Park City F&B and Spa team have also surpassed their Q1 and Q2 goals; including an 18.43% increase in revenue, 2.71% decrease in expenses, and 332.41% increase in net income over prior year. From October 2011 to Present (4 years 1 month) Westgate Park City Resort and SpaDirector of Resort Operations @ Westgate Lakes Resort & Spa is one of Central Florida's most beautiful resorts. Located within a few miles of Disney, Universal, and Sea World, Westgate Lakes sits on 97 acres, along the prestigious Sand Lake chain of lakes. At Westgate Lakes, guests are able to enjoy the award winning Smokehouse Grill, seven picturesque pools, a full service spa, a gourmet marketplace and deli, daily resort activities, and service unparalleled to any resort in the area.
As Director of Operations, responsibilities included leadership over all resort operations, capital improvements, service initiatives, training and development, and budgeting for 450 team members and 1,990 units, across 97 acres.
During a portion of this period, I also assumed the responsibility of General Manager of Westgate Palace. From April 2011 to October 2011 (7 months) General Manager @ Westgate Towers is a boutique resort located 1.1 miles from Disney World, which maintains a peaceful secluded experience, while still providing guests with the option to enjoy all of Westgate Vacation Villas and Town Centers resort activities within walking distance. Westgate Towers provides a personalized warm experience, where guests and owners feel like family.
As General Manager, responsibilities include leadership over resort operations, capital improvements, service initiatives, and budgeting. Westgate Towers experienced mass renovations during this period. From February 2010 to April 2011 (1 year 3 months) Director of Guest Services @ As Guest Services Director, responsibilities included leadership and training for all Concierge and Bell Services company-wide, as well as customer service measurements and improvement programs. Such measurements and improvements included resort-training courses, certified field trainer program, email survey and action plans, and new resort service initiatives. During this period, I assisted in opening PH Towers by Westgate in Las Vegas, including construction, development, and training. Additionally, I created a General Manager 12-week training program by working and training in every operational department and position throughout a 2,880 unit resort. From September 2009 to February 2010 (6 months) VIP Services Manager @ Westgate Lakes Resort & Spa is one of Central Florida's most beautiful resorts. Located within a few miles of Disney, Universal, and Sea World, Westgate Lakes sits on 97 acres, along the prestigious Sand Lake chain of lakes. At Westgate Lakes, guests are able to enjoy the award winning Smokehouse Grill, seven picturesque pools, a full service spa, a gourmet marketplace and deli, daily resort activities, and service unparalleled to any resort in the area.
As VIP Services Manager, responsibilities included leadership over Concierge and Bell Services, an active role as Manager on Duty, training and development for all Front Office team members, scheduling and facilitating resort tours, and enhancement and training of all property service levels. The VIP Services team continued to lead in all service categories company-wide. From September 2008 to September 2009 (1 year 1 month) Experience Measurement Manager @ The Experience Measurement teams goal is to enhance the service for all resort operations. In order to accomplish such, the team focused on enhancing our resort team members experience with a seven-point process – Recruitment, Hiring, Orientation, New Hire Training, Evaluations and Action Plans, Certified Field Training, and Exit Interviews.
As Experience Measurement Manager, responsibilities included leadership over all resort recruitment team members and new hire marketing, resort operation training, and customer service improvement. During this period, we created all recruitment marketing, developed interview guides, implemented personality assessments, designed and taught all resort training guides, created and implemented an evaluation and action plan process, developed a resort trainer certification course, and instituted exit interviews. From October 2007 to September 2008 (1 year) Sales and Marketing Rep. (Whole Ownership Sales) @ Westgate Resorts began a new branch of their operations by starting whole ownership. Westgate began with whole ownership sales in Park City, Utah and preceded on to Myrtle Beach, SC. Westgate Resorts found much success in their Sales Launch process, setting local and company records for daily sales.
As Sales and Marketing Representative, responsibilities included the design, print and implementation of all marketing material, training and development for sales, and support for all sales. From May 2007 to October 2007 (6 months) Manager on Duty @ Westgate Lakes Resort & Spa is one of Central Florida's most beautiful resorts. Located within a few miles of Disney, Universal, and Sea World, Westgate Lakes sits on 97 acres, along the prestigious Sand Lake chain of lakes. At Westgate Lakes, guests are able to enjoy the award winning Smokehouse Grill, seven picturesque pools, a full service spa, a gourmet marketplace and deli, daily resort activities, and service unparalleled to any resort in the area.
During the course of five years, I assumed the roles of Activities Coordinator, Bellmen, Concierge, Front Desk Agent, Trainer, and Manager on Duty. As Manager on Duty, responsibilities included, nightly leadership of resort team members, management of reservations, training and development, resolution for all guest issues, and enhancement of guests and owners experience. As trainer, I assisted in the creation and training of the Bell Services takedown guide and concierge program, as well as the enhancement of all customer service in the Front Office. From May 2000 to August 2005 (5 years 4 months) Orlando, Florida Area
Bachelor, Management @ San Jose State University Brian Waltrip is skilled in: Team Leadership, Training, Customer Service, Project Management, Food & Beverage, Resorts, Leadership Development, Motivational Speaking, Hospitality, Hospitality Management, Hotel Management, Operations Management, Restaurants, Sales, Sales Management, Budgets, Fine Dining, Front Office, Hotels, Leadership, Management, Team Building, Tourism