For a 5-star Luxury Boutique Hotel in Sicily, we are looking for a
Director of Operations The Director of Operations will oversee all operational aspects of the property with a strong emphasis on quality assurance and guest satisfaction. Reporting directly to the General Manager and the owner, the successful candidate will ensure that the hotel consistently delivers exceptional service standards and a bespoke guest experience in line with its luxury positioning. The role demands a proactive leader with a meticulous eye for detail, excellent organizational skills, and a passion for hospitality excellence.
You will: Develop, implement, and monitor quality control standards across all departments (housekeeping, F&B, front office, and guest services). Conduct regular audits and inspections to ensure compliance with luxury service standards. Implement the department standardization system in accordance with ISO 9000 standards, reviews work processes, identifies problematic areas, and refines processes to enhance service quality. Manage improvement actions by developing Action Plans for each department, ensuring that proposed improvements are successfully completed within the expected timeframes, and convening periodic meetings with Department Heads. Monitor and execute the service customization plan assigned to each department, performing daily checks, and addressing areas requiring improvement. Respond promptly and effectively to guest feedback, ensuring that any issues are resolved to exceed expectations. Supervise daily operations to ensure efficiency and alignment with the hotel's vision and standards. Coordinate interdepartmental communication to maintain seamless service delivery. Act as the property's key point of contact during the absence of the General Manager. Recruit, train, and mentor team members, fostering a culture of excellence and professionalism. Conduct performance evaluations and provide regular coaching to enhance staff capabilities. Lead by example, ensuring a service-focused and guest-oriented team environment. Collaborate with the General Manager and the owner to set operational and quality goals. Prepare detailed operational reports, including guest satisfaction metrics and action plans. Identify and recommend opportunities for service enhancements and operational improvements. Ensure adherence to all local regulations and safety standards. Uphold the property's brand image, working with marketing teams to align services with the hotel's positioning in the luxury market. What we are looking for: Degree in Hospitality Management, Business Administration, or a related field preferred. At least 5 years of managerial experience in a 5-star luxury hotel environment, preferably boutique or independent properties. Proven expertise in quality assurance and operational management. Exceptional interpersonal and communication abilities. Strong leadership and team-building skills. Detail-oriented with excellent problem-solving capabilities. Proficient in property management systems and data-driven decision-making. Fluent in English and Italian; additional languages are a plus. Location: Catania, Italy
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