Descrizione dell'offerta
Based in Florence, Borgo Lifestyle Group is a collection of luxury lifestyle companies united by craftsmanship, creativity, and a pursuit of excellence. Our portfolio includes Borgo Santo Pietro, a 5-star luxury boutique hotel in Tuscany with two restaurants and a holistic spa; the Michelin-starred Saporium Firenze; Seed to Skin Tuscany, our luxury skincare brand known for its Green Molecular Science approach and found in leading spas and retailers worldwide, our sailing Yacht Satori and PN Homes, specialising in the restoration of historic properties in Italy.
Driven by innovation, beauty, and meaningful experiences, Borgo Lifestyle Group continues to grow internationally across hospitality, wellness, design, and luxury living. We are always looking for passionate, talented, and like-minded individuals to join our dynamic team.
The Director of Quality serves as the General Manager's strategic partner in ensuring the consistent delivery of exceptional luxury hospitality standards across all hotel operations.
This role is responsible for driving quality assurance initiatives, monitoring operational excellence, enhancing guest satisfaction, and safeguarding brand standards throughout the property. Acting as an ambassador of excellence, this role oversees quality control processes across Housekeeping, Front Office, and all guest-facing departments, ensuring that every aspect of the guest journey reflects the standards expected of a luxury hotel.
The position works closely with Department Heads to identify opportunities for improvement, implement corrective actions, and foster a culture of continuous excellence throughout the organization.
Responsibilities and Duties :
- Act as the hotel’s visible guardian of standards, maintaining a constant presence across all operational areas of the property.
- Conduct continuous, unannounced inspections throughout the day and evening across guest rooms, corridors, public areas, spa, F&B outlets, and back-of-house spaces.
- Ensure all areas of the hotel are consistently tidy, pristine, perfectly maintained, and aligned with luxury brand standards.
- Operate as a hands-on quality enforcer, identifying any deviation from expected standards in realtime.
- Immediately address any issues of cleanliness, presentation, maintenance, or service execution, ensuring prompt correction before guest impact occurs.
- Challenge and correct operational teams on the spot when standards are not met, ensuring accountability at all levels.
- Re-inspect areas after corrective actions to guarantee full compliance and completion.
- Maintain a zero-compromise approach to cleanliness, order, detail, and operational discipline.
- Ensure that no area of the hotel is left without scrutiny during operational hours.
- Work in constant movement across the property, ensuring full visibility and control at all times.
- Support Department Heads in coaching, mentoring, and developing leadership talent.
- Conduct quality-focused training sessions and calibration workshops.
- Ensure all leaders consistently understand and uphold luxury service expectations.
- Provide regular operational and quality performance reports to ownership and senior leadership.
Who you are:
- Bachelor's Degree in Hospitality Management or related field.
- Minimum 10 years of progressive luxury hotel experience.
- Proven experience in Rooms Division leadership, Housekeeping leadership, Quality Assurance, or Hotel Operations.
- Strong knowledge of LQA standards, and luxury guest experience methodologies.
- Demonstrated ability to lead cross-functional teams and influence operational performance.
- Exceptional communication, leadership, and stakeholder management skills.
- Fluency in English; additional languages are highly desirable.