PHM is seeking a highly analytical and process-driven Area Hotel Operations Analyst to evaluate operational and financial performance, guest experience, and quality standards across its portfolio of hotels. Reporting to the Area General Manager, the Area Hotel Operations Analyst supports property leadership in strengthening operational consistency, accountability, and performance across several hotels. The role partners with General Managers, Assistant General Managers, and department leaders across Front Office, Housekeeping, Food & Beverage, and Engineering through operational reviews, KPI analysis, reporting, labor analysis, training coordination, and follow-through.
Key Responsibilities:
Operational reviews: Conduct property audits and departmental reviews to assess compliance with company standards and procedures, identify operational gaps and root causes of recurring performance issues, and recommend corrective actions and process improvements.
KPI monitoring and analysis: Help establish consistent departmental KPIs, targets, definitions, and reporting practices. Track performance against targets, budgets, and prior periods; verify data accuracy and timely reporting; investigate variances; and highlight issues requiring leadership attention.
Performance reporting: Prepare consolidated dashboards and reports comparing results across hotels, identifying trends, and presenting practical recommendations.
Labor analysis: Review staffing levels, schedules, overtime, labor costs, and productivity against occupancy, business volume, forecasts, and budgets. Recommend adjustments with hotel leadership to support efficiency and service.
Financial analysis: Evaluate the fiscal impact of operational inefficiencies and identify opportunities to improve profitability, cost control, and resource utilization.
Improvement planning: Work with property and department leaders to identify the causes of operational issues, develop action plans, and measure the effectiveness of corrective actions.
Action tracking: Maintain action trackers, monitor deadlines, follow up with responsible leaders, and escalate unresolved issues to the Area General Manager.
Training coordination: Identify training needs through audits, KPI results, and guest feedback. Coordinate training with department leaders and track completion and effectiveness.
Process consistency: Support the development, documentation, and consistent application of operating procedures, reporting requirements, and controls across hotels.
Guest experience analysis: Review guest feedback, complaints, and service scores to identify recurring issues and opportunities to improve satisfaction.
Leadership support: Provide general operational and analytical support to hotel leadership, including meeting preparation, special projects, issue resolution, and coordination of company initiatives.
Cross-property coordination: Share effective practices, facilitate communication, and support improvement efforts across properties and departments.
Qualifications:
Experience in data analysis, reporting, auditing, finance, and process improvement.
Working knowledge of hotel operating departments, service standards, labor productivity, and performance measures, with the ability to learn company procedures and brand requirements.
Strong analytical skills with the ability to interpret operational and financial data, investigate variances, and translate findings into practical recommendations.
Excellent organizational, project coordination, follow-up, and reporting skills with strong attention to detail.
Ability to support hotel leaders, coordinate action plans, and follow up on commitments while maintaining collaborative working relationships, including with colleagues who do not report to this role.
Strong written and verbal communication skills.
Ability to identify process gaps and develop practical solutions.
Strong Microsoft Excel skills, including formulas, pivot tables, and data presentation; proficiency with Word and Outlook.
Familiarity with hotel systems such as PMS, POS, labor-management, payroll, or reporting platforms; ability to learn new systems and work with data from multiple sources.
Ability to travel regularly among the properties.
Bachelor’s degree in Business, Finance, Accounting, Hospitality, Analytics, or a related field preferred; equivalent experience considered.
Benefits We Offer:
Health Benefits:
Full medical, dental, and vision coverage.
Retirement Savings: 401(k) plan with company match to help secure your financial future.
Paid Time Off (PTO): Generous vacation, sick leave, and paid holidays to promote work-life balance.
Professional Development: Opportunities for career advancement, mentorship, and ongoing learning.
Employee Discounts: Discounts on hotel stays and services across PHM properties.
Wellness Programs: Access to health and wellness initiatives to support a balanced lifestyle.
Performance Hospitality Management (PHM) is an Equal Opportunity Employer (EEO):PHM is committed to diversity, equity, and inclusion in the workplace. We provide equal employment opportunities to all qualified individuals regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or age. We embrace diversity and are committed to creating an inclusive environment for all employees.
