Resort Manager

DRIFTWOOD HOSPITALITY MANAGEMENT•Cocoa Beach, FL

3d•Onsite

About The Position

The Resort Manager is the senior operations leader beneath the General Manager at the Westin Cocoa Beach Resort & Spa, a 502-room, upper-upscale oceanfront resort scheduled to open in late spring 2027. The resort includes eight dining experiences, a full-service spa and fitness center, pools and recreation areas, and more than 46,500 square feet of indoor and outdoor meeting and event space. The position directs day-to-day operations across Rooms, Food & Beverage, Spa, Engineering, and Security, and owns the guest experience and problem resolution across the resort. The Resort Manager partners with Catering & Conference Services, the General Manager, and department heads to deliver anticipatory, personalized Forbes Four-Star service, maximize profitability, and support pre-opening, ramp-up, and ongoing resort success. In the General Manager’s absence, the Resort Manager acts as General Manager. The role requires visible, hands-on leadership, oversight of service standards and operational performance, and close attention to guest satisfaction, revenue, labor, and costs. The Resort Manager leads a multigenerational workforce, develops department heads and team members, and supports a culture of accountability and team engagement. The position also champions practical use of technology and AI in operations and partners with local community, tourism, and vendor organizations. The hotel operates 24 hours a day, seven days a week; operational demands may require variations in shift days, starting times, and weekly hours. The role involves standing and moving throughout the resort, including guest rooms, public areas, pool decks, beach, and outdoor areas; working outdoors in Florida weather; lifting up to 25 pounds; and occasional twisting, bending, stooping, and reaching.

Requirements

At least 5 years of hotel management experience at the department-head level or above, including prior senior operations experience as a Resort Manager, Hotel Manager, Assistant General Manager, Director of Operations, or equivalent.
Experience leading a large, multi-outlet upper-upscale or luxury resort or hotel with multiple food and beverage outlets and significant group and event business.
Prior luxury experience and a service-excellence mindset, with understanding of luxury guest expectations.
Working knowledge of resort amenities and operations, including spa, aquatics, recreation, and group and conference business.
Demonstrated ability to connect with, develop, and retain today’s workforce; build cohesive teams; and foster accountability and profitability.
Strong organizational skills and ability to work under pressure and make decisive decisions with limited information.
Proven ability to manage large, complex projects, make timely decisions, meet deadlines, and negotiate vendor contracts.
Financial management skills, including understanding P&L statements and managing operating budgets, forecasting, and scheduling.
Excellent spoken and written English communication and listening skills, including ability to prepare complex occupancy and operating reports.
Strong technology skills, including MS Word, Excel, PowerPoint, hotel property management systems, and point-of-sale systems.
Demonstrated curiosity and initiative in applying AI and emerging technology to improve guest outcomes, team efficiency, and financial performance.
Ability to stand and move throughout the resort and continuously perform essential job functions.
Ability to work outdoors in Florida heat, humidity, and other weather conditions.
Ability to lift up to 25 pounds; occasional twisting, bending, stooping, and reaching.
Ability to communicate frequently and warmly in person with guests and team members.

Nice To Haves

Pre-opening or new-build experience.
Westin or other Marriott International brand experience.
Experience with Forbes Travel Guide, LQA, or similar luxury service standards and inspections.

Responsibilities

Own guest experience and problem resolution across departments, monitor guest satisfaction scores, and implement measurable action plans to address service gaps.
Monitor business flow, operational issues, and team member performance; anticipate problems and act decisively to resolve guest concerns.
Promote anticipatory, personalized service using guest preferences and Marriott Bonvoy recognition, and turn service recovery into guest loyalty.
Lead Forbes Travel Guide readiness by incorporating Four-Star standards into training, conducting mock inspections before and after opening, and promptly closing service gaps.
Ensure Westin brand standards and internal audit requirements are met.
Maintain a visible presence throughout the resort, lead daily line-ups, walk the property, and model expected guest engagement.
Assist the General Manager with forecasts, reports, and the operating budget; maximize revenue, control costs, and maintain appropriate staffing and supplies.
Work with sales and revenue management teams on strategies to grow occupancy, group and conference business, and overall revenue.
Promote practical use of technology and AI in scheduling, labor management, guest communication, and reporting, and explore tools that improve guest outcomes, team member experience, and shareholder returns.
Direct Rooms, Food & Beverage, Spa, Engineering, and Security operations to deliver consistent Forbes Four-Star service across dining outlets, pool and beach service, and event operations in partnership with Catering & Conference Services.
Oversee safe operation of The Lineup surf pool, kids’ splash pad, beach access, and recreation areas in accordance with safety, health, and environmental requirements, including sea turtle nesting practices.
Partner with Engineering on preventive maintenance and daily room and public-area inspections to maintain the property in the 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 establish a workplace culture consistent with Westin brand standards and Driftwood Hospitality Management core values, using leadership approaches that engage, develop, and retain a multigenerational workforce.
Recruit, hire, train, coach, and recognize department heads; set performance expectations and ensure team members are selected, scheduled, trained, and supported to meet Forbes Four-Star and Westin standards.
Build relationships with local community, tourism, and vendor partners on the Space Coast.
Perform other duties as requested by management.