Business Operations analyst

Description

As a Business Operations Analyst in our Incident & Crisis Management team within Hotel Property Management (HPM), you will turn operational data into actionable process improvements to reduce the number of incidents, eliminate process waste and optimize workflows. You will bridge data insights and operational execution by analyzing root causes, applying Lean principles to remove operational bottlenecks and guiding proactive property improvement planning.

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

Process Optimization & Continuous Improvement* 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.
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Data Analysis & Financial Impact* 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.
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Root Cause Analysis & Strategic Input* 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 This position will be based in Leiden, hybrid work is possible, 2/3 days in the office per week. Not fully remote. 32-40 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.

About Another Star

Another Star is the company behind all citizenM hotels in Europe and the USA. Our purpose is simple – to make sure citizenM hotels have everything to run smoothly and keep the guests happy. Bedding, tech, room maintenance, crunchy croissants and more – Another Star takes care of it all.

citizenM hotels were founded in 2008 by Rattan Chadha. From 2008 to 2025, citizenM was its own owner-operator, which is unusual in the traditional hotel industry where separate owners and operators are the norm. In 2025, the citizenM brand was acquired by Marriott International and added to their existing portfolio of 30+ hotel brands worldwide. A new company was created to keep hotel operations under one roof – that’s Another Star. It may be a new company by name, but it’s made of the same people who have been building and running citizenM hotels for two decades – knowledgeable and guest-fanatic.

Another Star operates 37 citizenM hotels – all in Europe and the USA. The remaining two hotels – one in Kuala Lumpur and one in Taipei – are operated by Marriott.