Quality & Operational Excellence Manager

Crescent Careers

Horseshoe Bay, Texas

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JOB DETAILS

SKILLS

Administrative Management, Analysis Skills, Auditing, Business Administration, Coaching, Communication Skills, Continuous Improvement, Corrective Action, Cross-Functional, Decision Support, Dental Insurance, Detail Oriented, Documentation, Documentation Standards, Establish Priorities, Follow Through, Food and Beverage Industry, Identify Issues, Insurance, Leadership, Maintain Compliance, Metrics, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Multitasking, Onboarding, Operational Audit, Operational Improvement, Operational Strategy, Operational Support, Operations Management, Operations Processes, Performance Metrics, Point of Sale (POS) Systems, Problem Solving Skills, Procedure Development, Process Improvement, Quality Assurance, Quality Management, Recreation, Regulatory Compliance, Reporting Skills, Retail, Risk, Risk Analysis, Root Cause Analysis, Service Delivery, Standard Operating Procedures (SOP), Vision Plan, Workflow Analysis

LOCATION

Horseshoe Bay, Texas

POSTED

11 days ago

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.

Quality & Operational Excellence Manager

Crescent Careers

Horseshoe Bay, Texas

Benefits & Resort Perks

About the Company

Crescent Careers

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