Mandarin Oriental

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

Executive Office & Quality Manager

Executive Office & Quality Manager

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