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
Core Benefits
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.
Qualifications
Education
Required
Bachelors or better in Hospitality and Resort Management
Preferred
Bachelors or better in Business Administration
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
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.
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 (https://www.eeoc.gov/poster) notice from the Department of Labor.
