Quality & Operational Excellence Manager

Description
Quality & Operational Excellence Manager
Position Summary
The Quality & Operational Excellence Manager ensures consistent execution of Standard Operating Procedures (SOPs), operational standards, and service delivery expectations across all resort departments. This role is accountable for auditing, monitoring, and improving operational execution to uphold luxury service consistency and adherence to brand and property standards. The position focuses exclusively on

operational performance and standards. compliance

and does not own guest satisfaction programs or service recovery. However, it plays a critical role in ensuring operational execution supports the overall guest experience strategy. This position reports directly to the Resort Manager.

Key Responsibilities
Operational Audits & SOP Compliance

Conduct scheduled and unannounced audits across all departments to assess adherence to SOPs and operational standards

Identify, document, and prioritize deviations from established procedures

Partner with department leaders to develop and track corrective action plans

Maintain, refine, and standardize SOP documentation in alignment with leadership

Operational Excellence & Standards Consistency

Drive consistency in execution across Rooms, Food & Beverage, Spa, Golf, Recreation, and all guest-facing areas

Monitor adherence to brand standards and internal service protocols

Evaluate operational workflows and identify opportunities for efficiency and quality improvement

Provide structured, actionable feedback to department leaders

Training Reinforcement & Capability Building

Support departments in reinforcing SOP-driven training and onboarding

Conduct follow-up audits to ensure training effectiveness and adoption

Provide coaching to reinforce standards and accountability

Partner with Learning & Development; does not own training strategy

Reporting, Insights & Continuous Improvement

Produce clear, data-driven audit reports for Resort leadership

Track trends in operational performance, compliance gaps, and recurring issues

Identify root causes and recommend sustainable improvements

Support leadership decision-making through operational performance insights

Cross-Functional Collaboration (Guest Experience Alignment)

Partner with Guest Experience teams to identify operational drivers behind guest feedback trends

Translate insights into actionable operational improvements

Maintain clear role boundaries; does not manage surveys, reputation, or service recovery programs

Operational Risk & Compliance Awareness

Ensure alignment with internal operational policies and brand standards

Identify risks related to execution, consistency, and compliance

Escalate issues appropriately and track resolution progress

Qualifications
Education

Bachelor's degree in Hospitality Management, Business Administration, or related field (preferred)

Experience

4–6 years of experience in hospitality operations, quality assurance, or operational excellence

Experience in luxury hotel or resort environments strongly preferred

Proven track record of auditing, compliance, or operational process improvement

Experience working cross-functionally in multi-department operations

Technical Skills

Microsoft Office (Excel, PowerPoint, Word, Outlook)

Familiarity with PMS and POS systems

Experience with Agilysys and UKG (UltiPro) preferred

Strong analytical, reporting and documentation capabilities

Core Competencies

Operational Excellence & Execution Discipline

Quality Assurance & SOP Governance

Attention to Detail

Process Improvement & Problem Solving

Data-Driven Decision Making

Communication & Influencing Skills

Accountability & Follow-Through

Cross-Functional Collaboration

Physical & Work Requirements

Ability to walk and inspect multiple areas of the resort throughout the day

Ability to sit for extended periods while preparing reports and analysis

Ability to bend, stoop, and move throughout the property as needed

Ability to effectively communicate with leadership and operational teams

Ability to manage multiple priorities in a fast-paced, dynamic environment

Reporting Structure
Reports directly to the Resort Manager and works in close partnership with all Department Heads to ensure consistent execution of operational standards across the property.

Success Metrics (KPIs)

SOP compliance audit scores

Reduction in operational deviations and defects

Corrective action completion and effectiveness rates

Recurrence rate of identified issues

Consistency of execution across departments

Improvement in operational efficiency indicators

Benefits & Resort Perks

Medical, dental, and vision insurance

Short- and long-term disability coverage

Major illness and accident insurance

Associate Relief Fund access

401(k) with employer match

Competitive salary with regular reviews

Paid vacation and holidays

Resort Perks & Opportunities

Subsidized associate housing, shuttle transportation, and weekly meal support

Dining, retail, and resort amenity access, including golf (based on availability)

Travel discounts through Crescent Hotels & Resorts and partner properties nationwide

Global exposure through Crescent Hotels & Resorts and Preferred Hotels & Resorts

Recruitment Notice
Horseshoe Bay Resort does not accept unsolicited resumes from third-party recruiters or staffing agencies. Resumes submitted without a prior agreement will be considered property of Horseshoe Bay Resort, and no fees will be paid.

Education

Bachelors

(Preferred)

Bachelors

(Required)

Experience

Required

Supported SOP-driven training and onboarding in partnership with Learning & Development, conducted follow-up audits and coaching to reinforce accountability and compliance, and maintained standardized SOP documentation to ensure consistent execution aligned with operational policies and luxury service standards

Required

Oversaw cross-functional operations across Rooms, Food & Beverage, and guest services, ensuring adherence to brand standards while evaluating workflows and implementing process improvements that increased efficiency, reduced defects, and translated guest feedback trends into actionable operational enhancements.

Required

Conducted scheduled and unannounced audits across departments to ensure SOP compliance, identified operational gaps, and partnered with leaders to implement corrective action plans; produced data-driven reports highlighting trends, root causes, and risks, improving execution consistency and enabling continuous operational improvement.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Source: Crescent Hotels & Resorts

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