Job Description

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 Responsibilities

Executive 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