Operations Excellence Manager

At Margaritaville Hotel Nashville, we're all about creating a welcoming, relaxed, and memorable experience for every guest. The Operations Excellence Manager plays an important role in bringing that experience to life by ensuring brand standards, service expectations, and operational procedures are consistently upheld across all hotel departments.

This position works closely with department leaders and associates throughout the property to observe daily operations, identify opportunities for improvement, reinforce brand standards, and provide hands-on coaching and training. From the first guest greeting to the final details of a guestroom, dining experience, or event, the Operations Excellence Manager helps ensure that every touchpoint reflects the quality, consistency, and genuine hospitality our brand promises.

This is a highly visible, hands-on role that spends the majority of its time working alongside our teams. Rather than simply identifying what needs to be corrected, the Operations Excellence Manager partners with department leaders to understand challenges, develop practical solutions, and ensure improvements are successfully implemented and maintained.

Success in this role means more than passing an audit. It means building confident, knowledgeable teams, strengthening operational consistency, improving the guest experience, and creating a culture where every associate understands its role in delivering the Margaritaville experience.

• Maintain a thorough understanding of Margaritaville brand standards, hotel policies, departmental procedures, and service expectations across all areas of the property.
• Conduct regular operational walkthroughs and internal quality audits across Front Office, Housekeeping, Food & Beverage, Culinary, Banquets, Engineering, Sales, and other hotel departments as needed.
• Observe daily operations, guest interactions, and departmental processes to ensure brand standards and established procedures are consistently followed.
• Evaluate key guest touchpoints, including arrival and departure, guestroom cleanliness and readiness, public area presentation, dining and beverage service, event execution, associate appearance, and overall guest experience.
• Identify opportunities for improvement, document findings, and communicate recommendations clearly and constructively to the appropriate department leaders.
• Monitor recurring audit findings, guest feedback, and quality trends to identify areas requiring additional attention or operational support.
• Assist with preparation for external brand inspections, quality assurance reviews, mystery shops, and other applicable evaluations.
• Recognize departments and associates who consistently demonstrate strong performance and a commitment to brand standards.

• Work collaboratively with department leaders to evaluate existing processes, identify inefficiencies, and implement practical solutions that improve consistency and effectiveness.
• Spend time within each department to understand daily workflows, staffing considerations, guest needs, and operational challenges before recommending changes.
• Develop and monitor action plans to address identified gaps, establish clear expectations, and ensure improvements are implemented within agreed-upon timelines.
• Follow up on corrective actions through ongoing observation and communication to confirm that improvements are sustained.
• Review and help maintain departmental standard operating procedures (SOPs), checklists, reference materials, and other tools used to support consistent execution.
• Identify opportunities to improve communication, coordination, and consistency between…