Operational Excellence Manager

Roles and responsibilities

You will assist the hotel management in achieving its quality and operational excellence objectives.This includes reviewing, analysing, implementing and improving customer service metrics included but not limited to the brand standard compliance,emotional audits, guest satisfaction data and online reputation management. This position is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives focused on business revenues, guest and associate satisfaction, and operational effectiveness and efficiencies.
1. Process Improvement and Optimization
Identify Improvement Opportunities: Conduct assessments of existing operational processes to identify inefficiencies, bottlenecks, and areas for improvement.
Design Process Enhancements: Develop strategies to streamline workflows, reduce waste, and enhance productivity.
Implement Lean & Six Sigma: Apply Lean principles and Six Sigma methodologies to reduce defects, optimize processes, and create value within the organization.
Standard Operating Procedures (SOPs): Establish or update SOPs to ensure that processes are clear, repeatable, and consistently followed across the organization.
2. Change Management
Drive Organizational Change: Lead initiatives for process improvements and changes, ensuring that changes are smoothly integrated into the organization without disrupting day-to-day operations.
Stakeholder Engagement: Collaborate with various departments and teams to ensure that operational changes align with organizational goals and meet stakeholder expectations.
Training and Support: Provide training and guidance to employees at all levels to ensure successful implementation of new processes or changes.

Desired candidate profile

Graduate degree in Hotel Management or related field
Minimum 3years experience in Operational Excellence Management role – service industry sector.
It is a plus if you have achieved Regionally Recognised Excellence Award Assessor or Qualified ISO 9001:2000 Lead Auditor, or certified in Six sigma, green belt or black belt.
Demonstrable excellent interpersonal, communication skills and organisation skills
Demonstrable accuracy and attention to detail
Multi cultural exposure
Receptive to a fast-paced and changing environment.
1. Technical and Methodological Expertise
Lean and Six Sigma: Deep knowledge of Lean, Six Sigma, Kaizen, and other process improvement methodologies.
Data Analytics: Ability to use data analysis tools (Excel, Power BI, Tableau, etc.) to assess operational performance and identify improvement opportunities.
Project Management: Strong project management skills, with experience managing complex initiatives from inception to completion.
2. Problem-Solving and Analytical Thinking
Root Cause Analysis: Strong analytical skills to investigate problems, identify underlying causes, and develop effective solutions.
Process Mapping: Proficiency in creating process maps, flowcharts, and diagrams to visualize operations and identify inefficiencies.