Manager - Operational Excellence - Asia

2 weeks ago

กรงเทพมหานคร, Thailand Minor Hotels Full time

**Company Description**
Minor Hotels is an international hotel owner, operator and investor with a portfolio of more than 540 hotels in operation. Minor Hotels passionately explores new possibilities in hospitality with a diverse portfolio of properties designed intelligently to appeal to different kinds of travellers, serving new passions as well as personal needs. Through our Anantara, Avani, Oaks, Elewana, Tivoli, NH Hotel Group, Four Seasons, St. Regis, Marriott and Minor International properties, across Asia Pacific, the Middle East, Africa, the Indian Ocean, Europe and South America.

The Manager - Operational Excellence - Asia ensures the delivery of exceptional guest experiences across every touch point of the guest journey. This involves working with Hotels to deliver brand experiences, programmes and standards, share best practices and drive continuous improvement. The roles supports hotel teams in identifying priorities for action and improvement opportunities. The Director OE holds teams accountable and actively follows up to ensure delivery of KPIs and completion of agreed actions and key improvement initiatives.

**Overview**
- Drive a culture of guest centricity
- Ensure compliance with brand experience programmes, brand and OE standards
- Lead guest improvement initiatives and projects for clusters/regions and/or brands
- Analyse guest data to identify trends and gaps in guest experience delivery
- Drive the growth of the OE Network and support the development of on-property OE Champions
- Champion best practice sharing between hotels, regions and brands
- Ensure effective Document management and control

**OE tools**
- Operating Brand Standards and Guidelines
- LQA Benchmarking Standards & assessments (self-assessments, action planning & reports).
- ReviewPro (in-stay and post-stay guest satisfaction surveys, reputation management, analysis)
- MessageBox (requests, incidents and checklists)
- Pre-Arrival touch points (preferences, pre-arrival report, online check-in).
- Other (including PowerBI, MIP, Sharepoint, Yammer).

**Guest centric culture**
- Monitor daily trends in guest satisfaction (online reviews and surveys)
- Identify any recurring issues and follow up with hotels for correction
- Ensure hotels achieve a timely and accurate response to guest reviews and surveys
- Support the deployment of guest systems and accurate data capture to drive improvement
- Drive a guest centric mindset across hotel teams, regions and brands.

**Brand standards, OE standards & guidelines**
- Ensure compliance with brand standards
- Ensure quarterly self-assessments are conducted
- Identify under-performing hotels and support their improvement where required
- Where hotels are exceeding targets, support recognition and sharing of best practices
- Play an active role in the annual review and improvement of brand standards
- Conduct brand hotel-wide or targeted brand standard assessments on property
- Lead pilot projects, test new tools/innovations and/or share feedback on trial initiatives

**Data analysis**
- Analyse guest data for trends and opportunities for improvement
- Leverage multiple sources of data, across all OE tools (ReviewPro, MessageBox, LQA, PowerBI)
- Identify and present actionable data insights
- Seek alternative ways to correlate and compare different data sources for meaningful interpretation

**OE Network - Leaders & Champions**
- Ensure hotels have defined OE objectives and performance measures
- Monitor and report on the effectiveness of OE delivery across hotels
- Ensure adherence to OE standards for measuring and improving the guest experience
- Identify and develop regional/brand training content where required
- Establish rapport and actively sustain regular contact with OE Leaders/Champions
- Support OE Leaders/Champions in hotels’ delivery of OE standards and achievement of KPIs
- Collaborate with OE Champions to support root cause analysis, corrective action and prevention
- Where required, facilitate hotel team root cause analysis, training OE Champions to ensure corrective action
- Conduct regular and adhoc improvement circles in collaboration with OE Leaders/Champions
- Facilitate improvement initiatives, new program launches, changes to brand standards etc.
- Seek input, develop content and co-facilitate monthly OE Network webinar
- Co-lead monthly global OE Network webinars
- Identify training needs for OE Champions/Leaders, and support/coach their development where required
- Share best practices including training material, project charters, initiatives with other OE Leaders.

**Training & Awareness**
- Induct new OE Leaders/Champions to OE and ensure an OE onboarding is in place for property Team Members.
- Ensure common understanding of OE language, tools, systems and the importance and impact of OE
- Make OE part of the daily conversation across hotels teams

**Best Practice Sharing, Industry Knowledge and Benchmarking**
- Encourage formal and informal sharing

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