Executive Office & Quality Manager

Description du poste

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