Manager Quality, Brazil

JOB SUMMARY 

The Market Quality Manager partners with property leaders across an assigned Premium and Luxury market or country portfolio to develop and deploy performance enhancing strategies focused on guest experience and operational excellence. 

The role operationalizes the overarching Quality strategy, leads or guides property Quality Committees, and supports standards readiness activities across the portfolio. 

For Luxury, the role maintains strong standards orientation and supports readiness routines aligned to luxury assessment frameworks where applicable. 

The position translates Voice of the Customer insights into executable plans that improve guest satisfaction outcomes and strengthen business performance. 

This role deploys and drives pull-through of CALA Quality’s methodologies, guidelines, frameworks, and operating structure across the market portfolio by translating them into hotel-level strategies, leadership routines, and performance governance with General Managers and key stakeholders 

CORE WORK ACTIVITIES 

QUALITY / GUEST EXPERIENCE (40%) 

• Establish and maintain guest-centric accountability across assigned hotels through governance routines and scorecards. 

• Translate Voice of the Customer insights into hotel strategies and operating priorities. 

• Implement Quality reporting and insight processes for stakeholder groups and leadership rhythms. 

• Maintain a network of on-property Quality leaders and facilitate best-practice sharing across the market. 

• Support standards readiness activities and coordinated remediation efforts across hotels. 

• For Luxury, support capability building and readiness routines aligned to luxury standards expectations where applicable. 

 CONTINUOUS IMPROVEMENT / OPERATIONAL EXCELLENCE (40%) 

• Facilitate execution of key guest satisfaction and Quality improvement projects tailored to each hotel’s priority opportunities. 

• Provide Continuous Improvement guidance using Lean, Six Sigma, and related methodologies. 

• Establish and maintain performance scorecards and project KPIs to measure focus areas. 

• Support intensified support visits and follow-up routines where needed. 

• Translate insights into a compelling story that mobilizes hotel leaders and teams. 

• Coach leaders on sustainment and governance routines to stabilize gains. 

PROJECT MANAGEMENT / GOVERNANCE (20%) 

• Implement and monitor project scorecards and sustainment sessions with property leaders. 

• Initiate problem-solving communications when progress is at risk and ensure barrier removal through leadership engagement. 

• Identify and deploy high-impact best practices across the portfolio. 

• Maintain portfolio action logs with owners, due dates, and closure evidence. 

• Provide concise portfolio summaries to leadership as required. 

REQUIRED SKILLS 

• Strong hotel operations expertise and ability to act as a business consultant for General Managers and leadership teams. 

• Strong analytical skills, practical application of statistical tools, and data storytelling capability. 

• Strong Continuous Improvement systems knowledge (Lean and Six Sigma). 

• Ability to influence a portfolio through cadence, coaching, and structured governance. 

• Professional demeanor and mature judgment. 

• Business English required; Spanish or Portuguese preferred as applicable. 

MANAGEMENT COMPETENCIES 

LEADERSHIP 

• Adaptability - Determines how change impacts self and others; displays flexibility in adjusting priorities; and communicates both the reasons for change and how it impacts the workplace. 

• Communication - Customizes approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding. 

 Problem Solving and Decision Making - Models and coaches others on breaking complex issues into manageable parts, identifying and evaluating alternatives and their implications before making decisions, and involving and gaining agreement from others when making key decisions. 

• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values. 

MANAGING EXECUTION 

• Building and Contributing to Teams - Leads and participates as a member of a team to move the team toward the completion of common goals while fostering cohesion and collaboration among team members. 

• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required. 

• Planning and Organizing - Gathers information and resources required to set a plan of action for self and or others; prioritizes and arranges work requirements for self and/or others to accomplish goals and ensure work is completed. 

BUILDING RELATIONSHIPS 

• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. 

• Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards. 

• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential. 

GENERATING TALENT AND ORGANIZATIONAL CAPABILITY 

• Organizational Capability - Evaluates and adapts the structure of team assignments and work processes to best fit the needs and or support the goals of an organizational unit. 

• Talent Management - Provides guidance and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives. 

LEARNING AND APPLYING PROFESSIONAL EXPERTISE 

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and or others. 

• Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach team, business, and administrative challenges. 

• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges. 

• Detail Orientation - The ability to attend to and verify the accuracy and completeness of details in work activities. 

• General Hotel Operations - Knowledge of the operating principles and practices of all brand and hotel-specific functions to support successful operations of the overall property. 

BASIC COMPETENCIES 

• Basic Computer Skills – Advance level of Microsoft Excel use. Uses basic computer hardware and software (for example personal computers, word processing software, internet browsers). 

• Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues. 

• Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences. 

• Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents. 

• Writing - Communicates effectively in writing as appropriate for the needs of the audience. 

CANDIDATE PROFILE 

EDUCATION 

• Bachelor’s degree in Hospitality, Business, Engineering, or related field preferred. 

EXPERIENCE (REQUIRED) 

• 5 to 8 years in hotel operations leadership, Quality, or guest experience roles; multi-property exposure preferred. 

EXPERIENCE (PREFERRED) 

• Luxury standards exposure and experience supporting high touch service execution. 

CERTIFICATIONS 

• Lean or Six Sigma Green Belt preferred; advanced analytics skills a plus. 

LANGUAGES 

• Business English required; Spanish or Portuguese preferred as applicable.