Quality & Operational Excellence Manager

Description

• 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

• 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

• 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

• 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

• Ensure alignment with internal operational policies and brand standards
• Identify risks related to execution, consistency, and compliance
• Escalate issues appropriately and track resolution progress

• 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

• 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
• Attention to Detail
• Process Improvement & Problem Solving
• Data-Driven Decision Making
• Communication & Influencing Skills
• Accountability & Follow-Through
• Cross-Functional Collaboration

• 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

• 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

Qualifications

Supported SOP-driven training and onboarding in partnership with Learning & Development, conducted follow-up audits and coaching to reinforce accountability and compliance, and maintained standardized SOP documentation to ensure consistent execution aligned with operational policies and luxury service standards

Education

• Bachelors (Preferred)
• Bachelors (Required)

Experience

• Required

  Supported SOP-driven training and onboarding in partnership with Learning & Development, conducted follow-up audits and coaching to reinforce accountability and compliance, and maintained standardized SOP documentation to ensure consistent execution aligned with operational policies and luxury service standards

• Required

  Oversaw cross-functional operations across Rooms, Food & Beverage, and guest services, ensuring adherence to brand standards while evaluating workflows and implementing process improvements that increased efficiency, reduced defects, and translated guest feedback trends into actionable operational enhancements.

• Required

  Conducted scheduled and unannounced audits across departments to ensure SOP compliance, identified operational gaps, and partnered with leaders to implement corrective action plans; produced data-driven reports highlighting trends, root causes, and risks, improving execution consistency and enabling continuous operational improvement.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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