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

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
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.