Mandarin Oriental Marrakech is seeking a dynamic, detail-oriented, and passionate Executive Office & Quality Manager to support the General Manager in driving operational excellence, service quality, and strategic initiatives across the resort.
This role plays a key part in ensuring that Mandarin Oriental's legendary service standards are consistently delivered, guest feedback is transformed into meaningful actions, and cross-functional projects are executed with precision and impact.
Key ResponsibilitiesExecutive Office Support
- Act as a strategic business partner to the General Manager.
- Coordinate key operational and strategic projects across departments.
- Prepare executive reports, presentations, meeting minutes, and follow-up action plans.
- Monitor the execution of resort objectives and ensure timely completion of key initiatives.
- Facilitate communication between departments and leadership teams.
Quality & Service Excellence
- Lead the resort's Quality and Service Excellence agenda.
- Monitor guest satisfaction platforms, online reputation, and quality performance indicators.
- Analyze guest feedback trends and identify opportunities for continuous improvement.
- Coordinate quality audits, LQA preparations, and service excellence initiatives.
- Partner with operational leaders to develop and monitor corrective action plans.
Training & Culture
- Support the implementation of service excellence training programs.
- Promote Mandarin Oriental's Pillars, mission, vision, and brand culture.
- Work closely with Learning & Development to enhance colleague engagement and guest experience standards.
Reporting & Analytics
- Produce monthly quality dashboards and executive performance reports.
- Track service standards compliance and operational KPIs.
- Present quality insights and recommendations to the Executive Committee.
Qualifications & Experience
- * Bachelor's degree in Hospitality Management, Business Administration, or related field.
- Minimum 3–5 years of experience in luxury hospitality, quality management, operations, or executive office roles.
- Strong understanding of guest experience management and service excellence.
- Excellent analytical and project management skills.
- Outstanding communication and presentation abilities.
- Fluency in English and French; Arabic is an advantage.
- Advanced proficiency in Microsoft Office, particularly Excel and PowerPoint.
Competencies
- * Strong business acumen
- Attention to detail and organizational skills
- Leadership and influence
- Problem-solving mindset
- Excellent interpersonal skills
- Ability to manage multiple priorities in a fast-paced luxury environment
- Passion for delivering exceptional guest experiences
