Quality Manager

• Establish and maintain processes that drive guest-centric and customer experience accountability across the Hotel
• Create a culture of performance excellence through the implementation and pull-through of CALA Quality Tools
• Partner with guestVoice, and Consumer Insight teams via CALA Quality to present insights that will inform hotel strategies
• Establish and implement Quality/guestVoice Reporting and Insight processes for various stakeholder groups
• Establish communication channels by which Certified Quality Leaders share best practices for deployment across the Area
• Act as a central point of contact for Quality Assurance between property and Area
• Facilitate the execution of recurrent, key, GSS / Quality Improvement projects focused on the hotel’s most salient opportunities and / or highest defect generator processes
• Provide Continuous Improvement Process guidance to property leaders, deploying tools, methods and methodologies related to change management, Six Sigma, Lean or any related quality systems
• Provide consultative performance support to property leadership
• Assist in High Impact / Red Zone visits to target properties, if needed
• Establish and maintain performance scorecards to measure property specific focus areas
• Translate key insights into a compelling story that can be shared within the hotel
• Facilitate the execution of Key Quality Improvement Projects on property
• Implement and monitor project scorecards to measure success
• Conduct follow up and sustainment sessions with property leaders, project team members and project champions to ensure project success
• Responsible for initiating problem-solving communication with property Leaders, when necessary, to ensure project progress and success is achieved
• Facilitating effective turnover sessions to ensure sustainability of the method changes implemented, accountability and results
• Responsible for identifying field high impact best practices for deployment in the hotel

• Experience establishing and managing quality improvement teams in support of complex projects
• Excellent communications skills (verbal, listening, writing), with ability to communicate effectively across all levels
• Demonstrated ability to effectively analyze performance data, communicate findings, developing and implementing far reaching strategies in support of goals
• Mature, professional demeanor, capable of expressing confident, independent judgement
• Practical application of statistical methods, project management and quality improvement tools
• High level of business English and Spanish required
• Portuguese preferred

Portuguese preferred