Director of Quality (Vice GM) – Luxury Hotel

About the role

The Director of Quality acts as the General Manager’s strategic partner, safeguarding the delivery of exceptional luxury hospitality standards across all hotel operations. Based in Florence, this senior position ensures operational excellence, guest satisfaction, and brand integrity throughout the property.

Key responsibilities

• Maintain a constant, visible presence across all operational areas, conducting unannounced inspections of guest rooms, public spaces, spa, F&B outlets, and back‑of‑house areas.
• Identify and correct any deviations from luxury brand standards in real time, ensuring immediate remediation before guest impact.
• Challenge and coach operational teams on‑spot when standards are not met, fostering accountability at every level.
• Re‑inspect corrected areas to verify full compliance and completion.
• Uphold a zero‑compromise approach to cleanliness, order, detail, and operational discipline throughout the hotel.
• Collaborate with Department Heads to develop and deliver quality‑focused training, calibration workshops, and leadership development.
• Support continuous improvement initiatives by identifying opportunities, implementing corrective actions, and promoting a culture of excellence.

Required profile

• Extensive experience in luxury hotel operations and quality management.
• Strong eye for detail with the ability to conduct thorough, unbiased inspections.
• Proven leadership skills, capable of influencing and mentoring senior department heads.
• Ability to work independently, make swift decisions, and maintain high standards under pressure.
• Excellent communication skills to convey expectations and corrective actions clearly.

Required skills