Business Operations analyst
€4,013 - €4,800 per month
Work Arrangement
Office Days per Week: 3 days
Key Skills
Job Description
Business Operations analyst
Department: hotel property management
Employment Type: Permanent - Full Time
Location: Netherlands, Leiden
Reporting To: head of incident management
Compensation: €4,013 - €4,800 / month
Description
In this role, you will combine incident and process metrics into concise monthly/weekly updates for stakeholders and maintain enthusiasm and accountability throughout resolution of issues.
Key Responsibilities
- Map and evaluate end-to-end incident workflows to identify process inefficiencies and non-value-added activities (process waste).
- Transform reactive troubleshooting into proactive prevention and improve SLA compliance.
- Lead continuous improvement initiatives based on data insights and cross-functional feedback from HPM, Tech, BI, Ops, and Connect.
- Perform quantitative and qualitative analysis on incident trends (e.g., incidents per key, handling times & SLA, resolution delays).
- Execute focused deep dives into revenue-losing operational bottlenecks and evaluate the financial impact of property downtime and recurring failures (e.g. missed revenue definition and insights, compensation, other impacts on revenue)
- Build analytical models to separate isolated incidents from systemic operational breakdowns.
- Lead root cause analysis (RCA) on recurring problem areas to fix underlying operational gaps rather than managing symptoms.
- Translate incident trends into direct inputs for property renovation projects and CAPEX planning to ensure capital spend targets high-impact failure points (and high-revenue potential properties).
- Align process optimization efforts with ongoing incident management tool consolidation initiatives.
Qualifications / skills
- Bachelor’s degree in Business Administration, Finance, Operations Management, Hospitality Management, or related field.
- Experience in business analysis, operational research and process optimization.
- Demonstrated track record of driving measurable business outcomes through process improvements
- Analytical thinker and problem solver
- Experience with workflow mapping to identify operational bottlenecks, eliminate non-value-added steps and streamline incident SLA compliance
- Strong stakeholder communication and influencing skills
- Background in hospitality or multi-unit operational environments is a strong plus
What's in it for you?
- citizenM experience nights for you (discounts for friends and family)
- Favourable rates at Marriott hotels
- Personal and professional development opportunities and programs
- Latest tech devices and all the tools you need to be successful in your role
- Commuting travel costs covered (by car or public transport)
- Pension and cycle-to-work scheme
- Subsidized fresh daily lunches at our support office
- Flexible public holidays
- Employee assistance program
- Varied team days and social events (from food trucks and quizzes at the office to parties on boats)
- Modern office in Leiden, 500m from the central station
Locations / Hours
Please note that we are only able to consider applicants with the right to work in the Netherlands. We won't be able to sponsor Visas for this role.
Core Responsibilities
The Business Operations Analyst will analyze operational data to identify process inefficiencies and reduce incident frequency within hotel property management. They will lead continuous improvement initiatives and perform root cause analysis to optimize workflows and drive financial performance.
Requirements
Candidates must hold a bachelor's degree in a relevant field such as Business Administration, Finance, or Hospitality Management. Proven experience in business analysis, process optimization, and strong analytical skills are required for this role.
Benefits
- CitizenM experience nights
- Discounts for friends and family
- Favourable rates at Marriott hotels
- Personal and professional development opportunities
- Latest tech devices
- Commuting travel costs covered
- Pension scheme
- Cycle-to-work scheme
- Subsidized fresh daily lunches
- Flexible public holidays
- Employee assistance program
- Team days and social events
About Another Star
Industry: Hospitality
Company size: 1,001-5,000 employees
Another Star is the company that built citizenM from an idea into a global brand. After the sale to Marriott International, we are starting a new chapter: running our portfolio as a focused, future-ready hotel management company. We operate all citizenM hotels in Europe and the United States under a long-term franchise partnership with Marriott. Our centralised way of working treats the entire portfolio as one global brand powered by smart design, clever technology and brilliant people. Our goal is simple: consistently great stays for guests and a hotel platform that performs at its best, every day.