Operational Excellence Manager

JOB SUMMARY

Supports the implementation and execution of innovative business process improvements resulting in measurable financial and/or customer loyalty gains. Acts as a Project Team leader responsible for mobilizing other members of the organization, to accomplish the goals specified in the Project Charter. Influences others to overcome barriers and motivate teams to achieve goals and sustain results. Serves as the subject expert for various projects to further improve business results.

CANDIDATE PROFILE

Education and Experience

• 4-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years' experience in hospitality management or related professional area.

Preferred

Master Black Belt certification

Breakthrough Leadership (BLT) certification

Advanced Degree

CORE WORK ACTIVITIES

Managing Discipline Work, Projects, and Policies

• Supports the implementation and execution of innovative business process improvements resulting in measurable financial and/or customer loyalty gains.

• Acts as a Project Team leader responsible for mobilizing other members of the organization, to accomplish the goals specified in the Project Charter.

• Acts as sustainability expert to sustain and further improve business financial results.

• Performs the duties of the Breakthrough Leadership Property Champion.

• Works with the Guidance Team to refine and update the Project Team Charters including problem statements, goals (financial, customer, process), project scope, staffing, and scheduling.

• Plans and schedules Project Team Member assignments and meetings; designs and facilitates productive team meetings; and manages project activities outside of team meetings.

• Maintains projects on schedule, keeps GM and Guidance Team informed of progress and problems.

• Leads Project Teams and allocates resources such as own time and that of team members to highest priorities.

• Listens actively and provides clear direction and performance rewards/ recognition.

• Serves as the voice of the Project Team with Guidance Team and as the point of contact between their Team and rest of the property.

• Assures that the approved project improvements are successfully implemented before Project Team(s) disband.

• Provide training to leaders on continuous improvement methodology and formal problem-solving techniques, enabling departments to drive better business results as measured by the balance score card.

Supporting Property Operations

• Influences others to overcome barriers and motivate teams to achieve goals and sustain results. Serves as the subject expert for various projects to further improve business results.

• Works with operations teams to develop an operational strategy that is aligned with the brand's business strategy and leads its execution.

• Reviews Gallup data, guest satisfaction results and other data to identify areas of improvement.

• Evaluates if discipline teams are meeting service needs and provides feedback to teams.

• Reviews findings from Gallup data and guest satisfaction results with leadership team and ensures appropriate corrective action is taken.

• Works with team to put sustainable work processes and systems in place that support the execution of the strategy.

• Reviews reports and financial statements to determine operations performance against budget.

• Communicates a clear and consistent message regarding departmental goals to produce desired results.

Managing and Monitoring Activities that Affect the Customer and Guest Experience

• Analyzes and reports daily/weekly/monthly Gallup scores and flash reports.

• Manages Gallup alert process. Tracks guest alerts and follow up and works with operations to eliminate negative trends.

Supporting Profitability

• Supports annual quality audits.

• Reviews financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement.

Supporting Safety Standards and Work Procedures

• Provides a safe working environment in compliance with Occupational Safety and Health Administration/MSDS.

• Follows property-specific recovery plans.

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

• Demonstrates self confidence, energy and enthusiasm.

• Manages group or interpersonal conflict.

• Manages time and possesses organizational skills.

• Presents ideas, expectations and information in a concise, organized manner.

• Uses problem solving methodology for decision making and follow up.