Operational Excellence Manager

PHM is seeking an Operational Excellence Manager to strengthen consistency, accountability, and performance across its hotels. Reporting to the Area General Manager, this person partners with property General Managers, Assistant General Managers, and department leaders across Front Office, Housekeeping, Food & Beverage, and Engineering.

The role focuses on audits, training coordination, reporting, labor analysis, and follow-through. Department leaders manage daily operations; the Operational Excellence Manager helps them identify gaps, implement improvements, and sustain results.

Key Responsibilities

• Conduct operational audits and monitor compliance with SOPs, service standards, checklists, and brand requirements.
• Work with department leaders to address findings, track corrective actions, and confirm improvements are completed.
• Help develop and maintain practical SOPs, operating tools, and departmental training plans.
• Track training completion and observe whether training is applied in daily operations.
• Review operational reports and KPIs for accuracy, timeliness, and emerging performance concerns; maintain dashboards and action trackers for leadership.
• Analyze schedules, overtime, productivity, and labor performance against budgets, forecasts, occupancy, and business volume. Partner with department leaders on adjustments that support both efficiency and service.
• Monitor key processes across Front Office, Housekeeping, Food & Beverage, and Engineering, including guest service, room quality, departmental controls, and preventive maintenance.
• Support preparation for brand, ownership, safety, quality assurance, and internal audits.
• Identify recurring problems, recommend practical solutions, and measure whether changes improve results.
• Keep the Area General Manager and property leaders informed of progress, overdue actions, and issues requiring escalation.
• Minimum 3-5 years of hotel operations or hospitality leadership experience preferred.
• Experience in multiple hotel operating departments strongly preferred.
• Strong understanding of hotel operations, labor management, SOP implementation, training, and performance measurement.
• Strong analytical skills with the ability to interpret operational and financial data.
• Excellent organizational and follow-up skills.
• Strong attention to detail and commitment to accurate reporting.
• Ability to hold leaders accountable while maintaining collaborative working relationships, including when they do not report to you
• Strong written and verbal communication skills.
• Ability to identify process gaps and develop practical solutions.
• Proficiency with Microsoft Excel, Word, Outlook, and hotel operational systems.
• Experience with hotel systems such as PMS, POS, labor-management, payroll, and reporting platforms.
• Ability to travel regularly among the properties.