Operational Excellence Manager

Job Number 23215837 Job Category Rooms & Guest Services Operations Location The Ritz-Carlton Maui Kapalua, 1 Ritz-Carlton Drive, Kapalua, Hawaii, United States VIEW ON MAP Schedule Full-Time Located Remotely? N Relocation? N Position Type Management 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.
The salary range for this position is $90,000.
00 to $113,000.
00 annually.
Marriott International is an equal opportunity employer.
We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.
We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under 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.