Senior Manager, Quality & Operational Excellence

Quality & Operational Excellence Manager

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.

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
• 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
• Data-Driven Decision Making
• Success Metrics (KPIs)
• SOP compliance audit scores
• Reduction in operational deviations and defects
• Corrective action completion and effectiveness rates

Requirements

• Bachelor’s degree in Hospitality Management, Business Administration, or related field (preferred)
• 4–6 years of experience in hospitality operations, quality assurance, or operational excellence
• Experience working cross-functionally in multi-department operations
• 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
• Operational Excellence & Execution Discipline
• Quality Assurance & SOP Governance

Accountability & Follow-Through

• 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
• 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.

Preferred

• Experience in luxury hotel or resort environments strongly preferred
• Proven track record of auditing, compliance, or operational process improvement

Pay

$75,000 - $100,000 Annual

Benefits

• Short- and long-term disability coverage
• Major illness and accident insurance
• Associate Relief Fund access
• 401(k) with employer match

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

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

Reporting Structure

• Recurrence rate of identified issues
• Consistency of execution across departments

Paid vacation and holidays

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.