Senior Manager, Quality & Operational Excellence

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

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