Executive Office & Quality Manager

About the role

Mandarin Oriental Marrakech is looking for a dynamic, detail-oriented Executive Office & Quality Manager to support the General Manager in driving operational excellence, service quality and strategic initiatives across the resort. The role helps ensure the hotel's service standards are consistently delivered, guest feedback is turned into action and cross-functional projects are executed with precision.

Key responsibilities

• Executive office support: act as a strategic business partner to the General Manager, coordinate operational and strategic projects across departments, prepare reports, presentations and meeting minutes, monitor the execution of resort objectives and facilitate communication between departments and leadership.
• Quality and service excellence: lead the quality agenda, monitor guest satisfaction platforms, online reputation and quality indicators, analyse guest feedback trends, coordinate quality audits, LQA preparations and corrective action plans.
• Training and culture: support service excellence training programmes, promote the brand pillars and work with Learning & Development on colleague engagement.
• Reporting and analytics: produce monthly quality dashboards and executive performance reports, track service standards compliance and operational KPIs, and present quality insights to the Executive Committee.

Required profile

• Bachelor's degree in Hospitality Management, Business Administration or a related field.
• Minimum 3-5 years of experience in luxury hospitality, quality management, operations or executive office roles.
• Fluency in English and French; Arabic is an advantage.
• Strong understanding of guest experience management and service excellence.

Required skills

• Advanced Microsoft Office, especially Excel and PowerPoint.
• Analytical and project management skills, excellent communication and presentation abilities.
• Business acumen, attention to detail, leadership, problem-solving and ability to manage multiple priorities in a fast-paced luxury environment.