Your MissionYou'll be the champion of consistency, continuous improvement, and guest-centered excellence. From finding smarter ways to streamline daily operations to helping teams turn service standards into second nature, you'll help ensure that every detail reflects the elevated Horseshoe Bay Resort experience.
This role is equal parts strategist, coach, problem-solver, and experience curator. You'll dig into the data, walk the operation, listen to team members and guests, identify opportunities, and inspire practical improvements that make a real difference.
What You'll Make Happen- Lead quality assurance and operational excellence initiatives across resort departments.
- Develop, refine, and monitor service standards, operational procedures, audits, and performance measures.
- Use guest feedback, reviews, survey results, and operational data to uncover trends and create action plans.
- Partner with department leaders to improve efficiency, elevate service delivery, reduce friction, and strengthen accountability.
- Facilitate continuous-improvement projects that enhance both the guest journey and the team member experience.
- Coach and engage leaders and frontline teams on quality standards, problem-solving, and best practices.
- Track results, communicate progress, and celebrate wins-because improvement deserves a little fanfare.
- Help protect the details that matter most: safety, cleanliness, consistency, compliance, and the warm welcome that defines great hospitality.
What You Bring To The Table- Experience leading quality, operational excellence, process improvement, or service-excellence efforts in hospitality, luxury service, resort operations, or a similarly fast-paced environment.
- A sharp eye for detail and a big-picture mindset-because the best guest experiences are built one thoughtful moment at a time.
- Strong analytical skills and the ability to turn reports, feedback, and observations into meaningful action.
- Confidence partnering with leaders at every level, building trust, and inspiring teams through change.
- Excellent communication, facilitation, and project-management skills.
- A proactive, solutions-oriented approach with the courage to ask, "How can we make this even better?"
- A sincere appreciation for hospitality and a belief that every guest deserves an experience worth talking about.
Bring Your Best To The Hill CountryHorseshoe Bay isn't just a place to work-it's a place to create moments people remember long after they've headed home. If you're energized by high standards, inspired by beautiful surroundings, and ready to help a legendary Texas resort raise the bar even higher, we'd love to meet you.
Come help us turn every arrival into a welcome, every interaction into a connection, and every stay into a story worth sharing. 
