MAURIZIO ORLACCHIO, CO-OWNER OF BORGO SANTANDREA: "SURROUND YOURSELF WITH PEOPLE WHO ARE BETTER THAN YOU" (Italy)
In less than five years, Borgo Santandrea has made a name for itself in the Amalfi Coast luxury landscape, and this is just the beginning of its ascension.
MAURIZIO ORLACCHIO, CO-OWNER OF BORGO SANTANDREA: "SURROUND YOURSELF WITH PEOPLE WHO ARE BETTER THAN YOU" (Italy)
In less than five years, Borgo Santandrea has made a name for itself in the Amalfi Coast luxury landscape, and this is just the beginning of its ascension.
Category: Europe - Italy - - Interviews
Interview made by Sonia Taourghi on 2024-03-11
When it opened in July 2021, Borgo Santandrea made a quiet entrance on the Amalfi Coast scene. The Amalfi Coast has been attracting a few hoteliers over the years, while maintaining that tranquil and exclusive feeling. Properties are tucked on the coast like precious stones skilfully cut and polished only to shine bright under the Mediterranean sun. Borgo Santandrea is located in Conca dei Marini, perched on a cliffside 90 meters above sea level, and exuding all the charms of a fishing village offering peace, unaltered sea views and the natural yellow and blue colours made postcards are made of.
A little more than three years after its opening, Borgo Santandrea has earned the love of the travellers and the industry alike, listed in the Relais & Châteaux collection and Virtuoso Travel, and having recently been awarded its first Michelin star. At the helm of the 30 rooms and 19 suitesproperty, Maurizio Orlacchio, an experienced hotelier who started his journey more than 27 years ago when he attended César Ritz Hotel School in Switzerland, before going on to completing a two-year management program at Four Seasons Hotels. From there his career took him to New York, Dublin, Milan and London.
As co-owner and General Manager of the acclaimed property, M. Orlacchio, shared with Journal des Palaces, the plans ahead and what it takes to both find your place, and be the chosen place for dedicated and motivated teams.
Journal des Palaces:What's the story behind the alliance, and how does your double responsibility translate in the management of the hotel?
Maurizio Orlacchio: Borgo Santandrea was born primarily thanks to our deep friendship with the De Siano brothers, and the common goal of developing a product that goes beyond the traditional offerings of a luxury hotel. This is what really drove us to create our concept of a "luxury home on the Amalfi Coast''. I therefore aim to welcome guests exactly as we would if a friend came to visit us at home, paired with all the high-quality standards you’d expect from a luxury hotel.
Borgo Santandrea is part of the Relais Chateaux portfolio and curated by Virtuoso Travel. What other distinctions are you working towards?
We were so pleased with these two recognitions having been open for just one year. We have also just been awarded a Michelin star for our restaurant, Alici in 2023. This only further raises the bar and expectations from our guests. My dream is to see Borgo Santandrea recognised as a destination within a destination, where guests immediately feel that the homely environment and excellent service is what truly sets us apart.
In your opinion, what sets the luxury hospitality culture aside?
My motto has always been that “only obsessive attention to the smallest details can make a luxury experience unforgettable”. A great product with a great service is what everyone expects, however if we add the special touches and the ‘wow factor’ that goes beyond this, then we enter the realm of unbelievable hospitality.
In a recent report, Italy has been named 2023 most attractive luxury destination. Why do you think that is?
The historical and archaeological heritage play a fundamental role for our country, which from North to South is a true open-air museum of world history. Just look at the large investments from international brands, the opening up of new destinations such as Sicily, Puglia, Sardinia which now complete a ‘Grand Tour of Luxury’ that began in Venice and Milan and now extends into the deep South.
The Amalfi Coast has become the new luxury heaven. What makes a stay at the Borgo Santandrea different?
The Amalfi Coast is an Italian destination with so much to offer, long before the arrival of Borgo Santandrea. We’ve been fortunate to arrive in a destination surrounded by some of the leading hotels in the world. What we do at Borgo is very simple and I would like to quote a famous slogan from my days at the Four Seasons. It is the golden rule by Isadore Sharp, Founder of Four Seasons – the simple idea that “if you treat people well, the way you would like to be treated, then they will do the same.” And this rule applies to both employees and guests. If we are able to create this perfect mix, then the outcome will be an unforgettable experience.
Who are your target customers?
Like all our neighbours in the region, the US is our primary market followed by the UK and Australia. Being a new hotel, we have been able to attract the younger generation of high-net-worth individuals. The average age of our guests is likely the lowest on the Amalfi Coast.
What makes The Borgo Santandrea an envious place to work at?
I am increasingly convinced that our team will only truly feel like they are an integral part of the project if we apply Isadore Sharp’s golden rule (mentioned above). We need to build a strong social cohesion which is not only created by offering salary bonuses. It is about the quality of the workplace - especially for the approximately 50 young people who leave home to spend their summers with us. Comfortable accommodation, dedicated canteen and salary bonuses to name a few. We have other initiatives in mind to ensure that our employees have voices in a healthy environment where everyone's working rights come before duties.
What are your biggest challenges when recruiting?
The post-pandemic period has definitely changed the recruitment process. The situation has certainly improved compared to 2021, however we need to invest in public/private partnerships in order to give those who want to make a career in the hospitality field the opportunity to have the right training.
What would be your advice to someone looking at a career in luxury hospitality?
The first rule is to look at the great directors, chefs, and in general, the figures who have positions of responsibility, and ask yourself if one day you want to be like them, with all that it involves. Then you have to abandon your comfort zone which is often the most difficult thing to leave: home, friends, habits. Surround yourself with those who are better, be curious and set medium to long-term goals. The world of luxury hotels requires many sacrifices before providing satisfaction, but I can confidently say that what it gives you in terms of human growth is worth all the hard work and sacrifices.
A lover of human interactions, Sonia started her journalism career in various media outlets before moving to London and shifting to the digital industry. Listening to her calling, she's picking up her pen to share the passion and ambitions of luxury hospitality.
