Guest-Centric Hospitality Quality & Operations Leader

The Crescent Hotels Group; Horseshoe Bay (TX); On-site; USD 80,000 - 120,000; Full time

Job summary

The Crescent Hotels Group at Horseshoe Bay Resort is seeking a detail-loving, people-first leader to elevate guest experiences through quality assurance and operational excellence. You’ll champion standards, coach teams, and turn feedback into actionable improvements that reflect authentic Texas hospitality.

In this role, you’ll partner with department heads across hospitality—from food & beverage to front office—to streamline processes, reduce friction, and sustain a culture of service

Qualifications

• Experience leading quality, operational excellence, process improvement, or service-excellence efforts in hospitality, luxury service, resort operations, or a similarly fast-paced environment.
• Sharp eye for detail and a big-picture mindset to build great guest experiences.

Responsibilities

• Lead quality assurance and operational excellence initiatives across resort departments.
• Develop, refine, and monitor service standards, procedures, audits, and performance measures.
• Use guest feedback and operational data to uncover trends and create action plans.
• Partner with department leaders to improve efficiency and accountability.
• Facilitate continuous-improvement projects that enhance guest journeys and team experience.
• Coach leaders and frontline teams on quality standards and best practices.
• Track results, communicate progress, and celebrate wins.

Skills

Quality leadership

Operational excellence

Process improvement

Hospitality expertise

Analytical skills

Communication skills

Project management

Job description

The Crescent Hotels Group at Horseshoe Bay Resort is seeking a detail-loving, people-first leader to elevate guest experiences through quality assurance and operational excellence. You’ll champion standards, coach teams, and turn feedback into actionable improvements that reflect authentic Texas hospitality.

In this role, you’ll partner with department heads across hospitality—from food & beverage to front office—to streamline processes, reduce friction, and sustain a culture of service