Resort Manager
Description
The Westin Cocoa Beach Resort & Spa | 1300 N. Atlantic Avenue, Cocoa Beach, Florida 32931
Set 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 SUMMARY
Reports to: General Manager
Direct reports: Rooms, Food & Beverage, Spa, Engineering, Security
Serves 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 FUNCTIONS
This 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.