Looking for a job that fits around the family?Are you a working parent?

Operational Excellence Manager
Travelodge Support Office Thame

Central Operations
Competitive, plus excellent benefits
Job Description

The job in a nutshell

The Operational Excellence Team is a critical arm of the Central Operations function, whose responsibility involves scoping end to end initiatives to drive hotel productivity and improve standards for customers.  You will have responsibility for the identification, delivery and benefits realisation of an annual productivity saving for all formats of hotel by focussing on driving continuous improvement and operational excellence, ensuring optimal processes to drive efficiency, effectiveness and customer satisfaction.  

Alongside this, you will support the development of the operating model and customer journey, developing new processes and improving existing ones incorporating new product developments such as Super Rooms.  Once initiatives are identified and improvements are developed, the Change & Implementation team will implement and sustain them.

What you’ll be doing:

  • Defining a measurable programme of hotel improvements which deliver productivity savings and improve customers satisfaction with Travelodge

  • Creating, developing and optimising the hotel operating model to inform the strategic planning cycle and new product development to deliver an effective customer journey

  • Developing and implementing a “lean” hotel concept as an exemplar of best practice in operational productivity

  • Developing and analysing insight to benchmark and drive operational excellence (cost, time, quality)

  • Leading programmes to execute initiatives in process improvement and the delivery of an effective customer journey

  • Providing metrics and tools to measure process quality and success in the programs / initiatives delivered

  • Being the Operations expert and development lead for cross functional projects that will significant impact the hotel operating model

Stakeholder management

  • Internal: They will work strategically with other functions – Ops, Finance, People, Manpower Planning, Marketing (Product Team) and Technical Services when designing solutions


  • External:  All hotel suppliers, including systems, linen, food and beverage, equipment, technology and maintenance


  • Matrix management of change team, field operations, IT and other support functions.  

  • Coordinating a broad range of stakeholders to deliver improvements into hotels

What we’ll expect from you


  • Qualified in Lean leadership (Minimum LCS 1C) and/or Six Sigma (Minimum Green Belt) with a proven track record within the service sector, but also highly customer centric

  • Experience in building senior level internal and external relationships in  dynamic organisations and in influencing cross-functional teams

  • A business focused way of thinking and a strong hands-on, results-driven mentality combined with ability to work strategically

  • Highly analytical skill set with aptitude for figures and data-driven argumentation, very good Excel skills are a must

  • Passionate self-starter, decisive and able to move with speed to implement ideas

  • Evidence of ability to communicate effectively in short written form the issue and to the point

  • Track record of simple, pragmatic and robust delivery initiatives



  • Experience of multi-site operations

  • We’re a Google company so a knowledge of the Google platform would be advantageous

At Travelodge, we believe that behaviours are just as important as the activities you carry out. The ones we look for in every colleague are:

I care about people

  • I treat everyone in a way I would like to be treated

  • I am easy to work with

  • I have a can do attitude

  • I care about the impact my work has on others

I pay attention to detail

  • I do the little things that make a difference to our customers

  • I work to brand standards

  • I treat Travelodge time, equipment and stock as if it were my own

I drive for results

  • I hit targets in my role and work at the right pace

  • I take ownership of problems and try to fix them fast

  • I look for ways to avoid future problems

  • I look for ways to promote Travelodge

What you can expect from us


At Travelodge, we are warm, straightforward and optimistic. We have a big footprint in the UK, but still a small company feel and you can expect quality and value to be built in to everything we do. You’ll have the support of a close network of colleagues and managers, and every day is different here! We want you to bring your personality to work and we love our diversity.

Reward and recognition

It’s not just our customers we want to wake up with a smile on their face. As well as a competitive salary, being part of our hotel support centre means great holiday entitlements, pension contribution deals, being part of our bonus scheme, and a Thanks Card giving generous room and food discounts as well as friends and family rates.

Career and development

We want you to develop further with us at Travelodge and we’ll provide you a development plan to help you reach your goals.   You can expect to have a full induction and training relevant to your role. We advertise all our vacancies internally, so you’ll have the opportunity to really develop your career with Travelodge.

Latest Customer Service & Central Operations jobs