Operational Excellence Manager

Job description

**Additional Information**
**Job Number** 25163525
**Job Category** Rooms & Guest Services Operations
**Location** The Ritz-Carlton Maui Kapalua, 1 Ritz-Carlton Drive, Kapalua, Hawaii, United States, 96761VIEW ON MAP (https://www.google.com/maps?q=The%20Ritz-Carlton%20Maui%20Kapalua%2C%201%20Ritz-Carlton%20Drive%2C%20Kapalua%2C%20Hawaii%2C%20United%20States%2C%2096761)
**Schedule** Full Time
**Located Remotely?** N
**Position Type** Management
**Pay Range:** $86,000 - $110,000 annually
**Bonus Eligible:** Y

**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.

**MANAGEMENT COMPETENCIES**

**Leadership**

• **Adaptability** - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
• **Communication** - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
• **Problem Solving and Decision Making** - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
• **Professional Demeanor** - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

**Managing Execution**

**• Building and Contributing to Teams** - Actively participates as a member of a team to move the team toward the completion of goals.
• **Driving for Results** - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
**• Planning and Organizing** - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.

**Building Relationships**

• **Coworker Relationships** - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
• **Customer Relationships** - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
• **Global Mindset** - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

**Generating Talent and Organizational Capability**

• **Organizational Capability** - Evaluates and adapts the structure of own assignments and suggests improvements to work processes to best fit the needs and/or support the goals of an organizational unit.
• **Talent Management -** Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

**Learning and Applying Professional Expertise**

• **Applied Learning** - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
• **Business Acumen** - Understands and utilizes business information to manage everyday operations.
• **Technical Acumen** - Understands and utilizes professional skills and knowledge in a specific functional area to conduct.

+ **General Hotel Operations** - Knowledge of the operating principles and practices of all brand/hotel-specific functions to support successful operations of the overall property (e.g., Engineering/Maintenance, Event Management, Finance and Accounting, Human Resources, Legal/Contracting, Food and Beverage, Guest Services/Front Desk, Sales & Marketing, Security/Loss Prevention, Retail/Gift Shops, Spa, and Recreation/Health Club).

**• Basic Competencies** - Fundamental competencies required for accomplishing basic work activities.

+ **Basic Computer Skills** - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
+ **Mathematical Reasoning** - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
+ **Oral Comprehension** - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
+ **Reading Comprehension** - Demonstrates understanding of written sentences and paragraphs in work-related documents.
+ **Writing** - Communicates effectively in writing as appropriate for the needs of the audience.

_At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity.

We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.

Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.

We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law._

At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them.

Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.

Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.

Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day.

The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next.

It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality.

As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values.

And our promise to you is that we offer the chance to be proud of the work you do and who you work with.

In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International.

**Be** where you can do your best work, **begin** your purpose, **belong** to an amazing global team, and **become** the best version of you.

Required Skill Profession

Other General