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.
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