Executive Office & Quality Manager

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

https://careers.mandarinoriental.com/jobs/executive-office-quality-manager-marrakech-marrakech-safi-morocco