Operations Excellence Manager; MCI

Operations Excellence Manager (MCI) (Creative Design)

Are you a hands‑on multi‑unit leader who thrives on fixing what’s broken, stabilizing operations, and driving measurable results? We’re looking for an Operations Excellence Manager to step into a high‑impact, field‑based role supporting hotel performance across multiple locations. This role is ideal for leaders with Area Manager or multi‑unit experience in hospitality, restaurants, or retail who enjoy rolling up their sleeves, coaching leaders, and closing operational and financial gaps.

If you’re energized by travel, accountability, and turning strategy into execution, this role was built for you.

Must reside in the Kansas City area.

$80,000 – $90,000 annual salary

Paid Time Off (PTO)

Medical, Dental, Vision, and Life Insurance

401(k) retirement plan

Job Title: Operations Excellence Manager (OEM)
Reports to: Vice President, Operations Excellence
FLSA Status: Exempt
Location: Multi‑Unit, Field Based (Regular travel required up to 75% of the year)
Direct Reports: Varies by Assignment
Department: Operations

The Operations Excellence Manager (OEM) is an execution‑focused field leadership role responsible for delivering short‑ and mid‑term operational outcome improvements, accelerating hotel stabilization, and closing clearly defined gaps that directly impact revenue, GOP, guest experience, compliance, and owner satisfaction.

• Partner with cross‑functional teams to translate company strategy into executable field actions that drive measurable business results.
• Support DVPs and AMs by deploying focused, time‑bound interventions that stabilize operations, improve financial performance, and reinforce leadership accountability.
• Lead, coach, and support General Managers (GMs) to achieve sustained improvement in revenue, occupancy, guest satisfaction, expense control, and team development.
• Conduct regular site visits and operational audits to identify root‑causes of underperformance and ensure consistency and adherence to company standards, safety protocols, and brand guidelines.
• Assist GMs in creating an environment of accountability for delivering sales growth and achieving GOP performance at each hotel.
• Partner with hotel teams to analyze and improve guest experience metrics using feedback, surveys, and online review data.
• Ensure regular follow‑up and corrective action from inspections, audits, or brand quality assurance visits.
• Maintain strong knowledge of market conditions, competitors, and local trends across assigned regions to support tactical decision making.
• Collaborate with company leaders to establish performance targets and execute company‑wide programs at the field level.
• Support GMs with hands‑on leadership to stabilize operations and address performance gaps.
• Ensure consistent execution of company and brand standards, brand requirements, and owner expectations across assigned hotels.

• Serve as a subject‑matter expert on brand standards, property management systems, and J&P programs, ensuring disciplined and repeatable execution across hotel operations.
• Partner cross‑functional to identify performance gaps and deliver targeted coaching, mentoring, and training solutions.
• Lead continuous improvement efforts through process evaluation, root‑cause analysis, and development of training materials to drive compliance and operational consistency.
• Coach and support new‑hire management candidates throughout training, placement, and field deployment, with accountability for training completion, effectiveness, and retention.
• Support field performance by coaching on labor productivity, inventory and expense control, revenue and GOP improvement, and compliance through site audits, inspections, and targeted intervention at under‑performing locations.

• Lead and execute initiatives, including process rollouts, system implementations, and operational improvement projects.
• Manage timelines, deliverables, and communication to ensure projects are completed efficiently and with minimal disruption to hotel operations while…