Lux Resort Quality & SOP Excellence Lead

The Crescent Hotels Group; Texas; Hybrid; USD 90,000 - 150,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with employer match

Paid vacation

Job summary

Horseshoe Bay Resort, part of Crescent Hotels & Resorts, seeks a Quality & Operational Excellence Manager to ensure SOP compliance and standardized performance across all departments. The role focuses on operational execution, auditing, and strategic improvement to uphold luxury standards.

The position involves cross-department coaching, reporting insights to leadership, and driving continuous improvements while maintaining boundaries with guest experience programs.

Qualifications

• 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 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

Responsibilities

• Conduct scheduled and unannounced audits across departments to assess SOP adherence
• Identify deviations and document corrective action plans with department leaders
• Drive consistency in execution across Rooms, F&B, Spa, Golf, Recreation and guest-facing areas
• Provide coaching to reinforce standards and accountability
• Produce data-driven audit reports and track performance trends
• Collaborate with Guest Experience teams to translate insights into operational improvements
• Escalate risks and ensure alignment with brand standards and policies

Skills

Auditing

Quality assurance

SOP governance

Cross-functional collaboration

Data analysis

Communication

Problem solving

Education

Bachelor's degree in Hospitality Management

Bachelor's degree in Business Administration

Tools

PMS

POS systems

Agilysys

UKG / UltiPro

Job description

Turn Exceptional Into Everyday

At Horseshoe Bay Resort, spectacular is part of the scenery. Set on the sparkling shores of Lake LBJ in the heart of Texas Hill Country, our award-winning destination brings together championship golf, a world-class spa, lakeside adventures, unforgettable dining, and the kind of warm hospitality that makes guests want to stay just one more day.

Now, we’re looking for a detail-loving, people-first leader to help make every stay, service interaction, and operational touchpoint shine even brighter. This is your opportunity to shape the standards behind the magic—where thoughtful processes meet genuine Texas hospitality, and where “good enough” simply isn’t in our vocabulary.

Why You’ll Love It Here

• Work where others vacation, surrounded by Lake LBJ views, rolling Hill Country landscapes, and the relaxed energy of Horseshoe Bay.
• Make a visible impact at a premier resort destination with a reputation for memorable guest experiences.
• Partner with talented teams across hospitality, food and beverage, golf, spa, recreation, housekeeping, front office, and more.
• Bring fresh ideas to life in a culture that values initiative, teamwork, accountability, and a genuine passion for service.
• Enjoy the best of both worlds: a close-knit Hill Country community with Austin, Marble Falls, and the Highland Lakes region within easy reach.

Your Mission

You’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 Country

Horseshoe 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.

Source: Crescent Hotels & Resorts