Director, Operational Excellence

SUMMARY:

Responsible for leadership, development and implementation of programs and process that aligns the workforce with Extended Stay America's business strategies and objectives. The position provides strategic oversight of operational processes and alignment within all departments of Extended Stay America. Building relationships and coordinating operational synergies among vendors that support the operations daily activities. This includes but is not limited to onboarding, learning analytics/operations, and strategic Organizational Development projects.

The goal for this position is to provide meaningful support, enhance overall operational process within OPS excellence, build a culture that improve systems, enhance standard operation procedures, and improve company overall performance with better tools and resources. The position relies on experience and judgment to plan and accomplish goals. Performs a variety of tasks and works under general supervision of the Group VP of Operations. An extensive degree of creativity, problem solving, and latitude is required.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• The position will work closely with the GVP of Operational & COO to determine the areas of opportunity that require fundamental improvements and support operational programs.

• Establish and monitor guidelines for any new operational resources and programs that would have an impact on the daily operations of the General Managers.

• Execute quarterly business reviews with top vendors. Meetings should be planned well in advance with action plans and follow-ups to ensure things are executed on from the meeting. Identified vendors should be shared well in advance with buy-in from all stakeholders.

• Liaison with the legal team on outstanding legal issues.

• Provide clear expectations around all departmental SOPs prior to rolling out to the organization. Feedback includes that each department is responsible for providing a finished document.
• Provides direction and support to the Director of Housekeeping to ensure plans are aligned.

• Leads the Select Suites monthly GM Calls; supports the Director of HK to execute similarly for Premiers.

• Maintains the Operational Calendar to ensure training sessions and field calls are scheduled according to guidelines.

• Partner with Brand Standards team to ensure all brand standards are well vetted and rolled out.
• Liaison between IT and HK to ensure operational needs are completed and establish timelines and business requirement for new initiatives ensuring they are completed by launch dates.

• Oversee the Operational communication email box to ensure the field associates are getting the support they need.

• Monitor and evaluate completion of large scale and strategic projects, resolving critical path issues and escalating if necessary.

• Ensure assigned deliverables meet project objectives and timelines, recognizing and managing dependencies between other projects and/or initiatives.

EDUCATION AND/OR EXPERIENCE:

• Bachelor's degree in Business or related field.

• 5 Years of experience in hospitality operations

• Excellent familiarity with Extended Stay America's operational, sales and revenue management processes

• Ability to make recommendations and decisions considering relevant business drivers.

• Successful track record establishing strong relationships across various disciplines

• Demonstrated ability to lead cross-functional teams and drive results through others

• Strong problem solving and analytical abilities at a strategic and functional level

• Excellent written and verbal communication skills and presentation skills

• Strong project management and organizational skills required

COMPUTER SKILLS: Proficiency with Microsoft products including but not limited to Word, Excel, and Power Point.

REASONING ABILITY: Excellent oral and written communication skills, along with the ability to communicate and negotiate with a variety of internal and external constituencies. Ability to develop strategies and solutions in the context of the company's business objectives. Individual should show initiative and advanced people skills in team problem solving situations.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk, read and/or hear. The employee frequently is required to sit and use a computer. The employee is occasionally required to walk and stoop, kneel, crouch, or crawl.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet.

TRAVEL: Ability to travel domestically on a regular basis (estimated at 2-3 trips per month)

LOCATION: Hotel Support Center (HSC), Charlotte North Carolina

ESA Management, LLC is an Equal Opportunity Employer. It is the policy of ESA Management, LLC to treat applicants and associates in all aspects of the employment relationship without regard to race, color, religion, creed, sex, pregnancy, age (as defined under applicable law), national origin or ancestry, disability status, veteran status, genetic information or any other characteristic protected by federal, state or local laws.