Resort Manager

The Westin Cocoa Beach Resort & Spa | 1300 N. Atlantic Avenue, Cocoa Beach, Florida 32931Set along the Atlantic on Florida's Space Coast, the all-new Westin Cocoa Beach Resort & Spa is a $420 million, 502-room oceanfront resort developed by Driftwood Capital and operated by Driftwood Hospitality Management. Designed by Gensler with inspiration from NASA's space program and local surf culture, the resort captures everything that makes Cocoa Beach unique – rocket launches, surf, sea turtle nesting season and the easy rhythm of an old-school Florida beach town – just 30 minutes from Kennedy Space Center and within easy reach of Orlando. The resort is scheduled to open in late spring 2027.502 guest rooms and suites on a 15.7-acre oceanfront site with more than 500 linear feet of direct beach access.Eight distinctive dining experiences, plus resort retail.A full-service spa and fitness center.Resort pools, including The Lineup – an Endless Surf experience – along with pickleball and padel courts.More than 46,500 square feet of combined indoor (26,500) and outdoor (20,000) meeting and event space, including the largest conference center on the Space Coast.Part of Marriott International's Westin brand, with its focus on guest wellbeing.JOB SUMMARYReports to: General ManagerDirect reports: Rooms, Food & Beverage, Spa, Engineering, SecurityServes as the senior operations leader beneath the General Manager, directing the day-to-day operation of Rooms, Food & Beverage, Spa, Engineering and Security to deliver the anticipatory, personalized service expected of an upper-upscale, Forbes Four-Star resort. Owns the guest experience and problem resolution across the resort. Brings proven experience leading large, multi-outlet luxury resorts and leads as a modern, technology-curious leader who connects with today's workforce. Partners closely with Catering & Conference Services to deliver a seamless guest experience across eight dining outlets and a high-volume event business. Maximizes profitability through cost and labor control, and drives results for guests and shareholders. Partners with the General Manager and department heads on the opening, ramp-up and ongoing success of the resort. In the absence of the General Manager, acts as the General Manager.ESSENTIAL JOB FUNCTIONSThis description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.Own the guest experience and problem resolution across all departments, including guest satisfaction scores, with specific, measurable action plans to close any service gaps. Anticipate issues by monitoring business flow, operational issues and team member performance, and act decisively, including when information is limited, to resolve guest concerns quickly and personally.Champion anticipatory, personalized service, using guest preferences and Marriott Bonvoy recognition to tailor each stay and turning service recovery into loyalty.Lead the resort's Forbes Travel Guide readiness: build Four-Star service standards into training, run mock inspections before and after opening, and close gaps quickly. Ensure Westin brand standards and internal audit requirements are met.Be visible on the floor: lead daily line-ups, walk the resort and model the guest engagement expected of every team member.Assist the General Manager in preparing forecasts, reports and the operating budget; manage to it by maximizing revenue, controlling costs and keeping the right staff and supplies in place.Work with the sales and revenue management teams on strategies to grow occupancy, group and conference business, and overall revenue.Champion the practical use of technology and AI across operations, including scheduling, labor management, guest communication and reporting, and stay curious about new tools that improve guest results, team member experience and shareholder returns.Direct Rooms (front office and housekeeping), Food & Beverage, Spa, Engineering and Security to deliver consistent, Forbes Four-Star service, including eight dining outlets, pool and beach service and a high-volume event calendar, in partnership with Catering & Conference Services.Oversee the safe operation of The Lineup surf pool, the kids' splash pad, beach access and recreation areas, in line with safety, health and environmental requirements, including sea turtle nesting season practices.Partner with Engineering on preventive maintenance and daily room and public-area inspections so the physical product stays flawless in a salt-air, oceanfront environment.Ensure Security is discreet, guest-focused and prepared for hurricanes, launch-day crowds and other emergencies.Partner with the General Manager and department heads on pre-opening planning and ramp-up, including staffing, training, systems readiness and operating standards.Help build a best-place-to-work culture from day one, consistent with Westin brand standards and DHM core values, using modern leadership approaches that engage, develop and retain today's multigenerational workforce.Recruit, hire, train, coach and recognize department heads, set clear expectations for performance, and ensure team members are selected, scheduled, trained and supported to perform to Forbes Four-Star and Westin brand standards.Build strong relationships with local community, tourism and vendor partners on the Space Coast to support the resort's reputation and success.Perform other duties as requested by management.KNOWLEDGE, SKILLS & ABILITIESThe Resort may consider an equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below, when applicable.Minimum of 5+ years of hotel management experience at the Department Head level or above, including prior experience in a senior operations role such as Resort Manager, Hotel Manager, Assistant General Manager or Director of Operations.Required: experience leading a large, multi-outlet upper-upscale or luxury resort or hotel, with multiple food and beverage outlets and a significant group and event business. Pre-opening or new-build experience strongly preferred.Required: prior luxury experience and a service-excellence mindset, with a clear understanding of the expectations of luxury guests.Westin or other Marriott International brand experience preferred.Experience with Forbes Travel Guide, LQA or similar luxury service standards and inspections strongly preferred.Working knowledge of resort amenities and operations, including spa, aquatics and recreation, and group and conference business.Modern leadership style with a demonstrated ability to connect with, develop and retain today's workforce, and to build a cohesive team and a profitable culture of accountability that delivers results.Strong organizational skills, the ability to work well under pressure, and the ability to take decisive action with limited information.Proven ability to manage large, complex projects, make sound decisions quickly, meet deadlines and negotiate vendor contracts.Must have financial management skills, including the ability to understand P&L statements, manage operating budgets, forecasting and scheduling.Excellent verbal and written English communication and listening skills, including the ability to prepare complex occupancy and operating reports.Strong technology skills, including MS Word, Excel and PowerPoint and hotel property management and point-of-sale systems, plus demonstrated curiosity and initiative in applying AI and emerging technology to improve guest results, team efficiency and financial performance.PHYSICAL DEMANDSAbility to stand and move throughout the resort, including guest rooms, public areas, pool decks, beach and outdoor areas, and continuously perform essential job functions.Ability to work outdoors in Florida heat, humidity and weather conditions.Lifting up to 25 pounds maximum.Occasional twisting, bending, stooping and reaching.Frequent, warm, in-person communication with guests and team members.Benefits401(k)Disability insuranceEmployee assistance programHealth insuranceLife insurancePaid time offRoom DiscountsEmployee Food and Beverage DiscountsEEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status. #J-18808-Ljbffr