Quality Manager

MANDARIN ORIENTAL GROUP

Mandarin Oriental Group is the award-winning owner and operator of some of the most luxurious hotels, resorts, and residences in prime destinations worldwide. The Group is increasingly recognised for creating some of the world's most sought-after properties, providing 21st-century luxury with oriental charm. Above all, Mandarin Oriental is renowned for creating unique hotels through distinctive design, a strong sense of place, and luxury hotels right for their time and place.

MANDARIN ORIENTAL, MARRAKECH

Mandarin Oriental, Marrakech, is set among 20 hectares of landscaped gardens filled with the scent of 100,000 roses. The snow-capped Atlas Mountains provide a stunning backdrop. Located just 10-minute drive from the city’s heart and the historic Medina, the hotel offers 56 private villas inspired by Berber and Andalusian-Arabic influences. All have secluded walled gardens, swimming pools and hot tubs, extensive areas for sunbathing, and shaded alfresco dining. Seven additional spectacular suites, each with its own rooftop plunge pool, feature panoramic vistas of the gardens and the surrounding countryside. There are a variety of exceptional restaurants and bars and a world-class spa offering the Group’s renowned signature treatments and treatments inspired by Moroccan traditions. The group’s unparalleled service, allied to the best traditions and hospitality of the Moroccan Kingdom, completes the luxury experience.

Position Summary

Reporting directly to the Executive Office, the Quality Manager is responsible for leading the implementation, coordination, and continuous improvement of the hotel’s quality assurance programs, in alignment with Mandarin Oriental Hotel Group’s Legendary Quality Standards. Acting as a key ambassador of excellence, the Quality Manager plays a pivotal role in shaping service culture, promoting operational consistency, and ensuring a guest-centric approach across all areas of the resort.

The role works in close partnership with department heads, the Learning & Development team, the Resort Manager, and the General Manager, and ideally includes the ability to conduct training in luxury service etiquette.

Key Responsibilities

* Champion the hotel’s quality and service standards across all operational departments.
* Conduct regular inspections and audits to assess service consistency, brand compliance, and cleanliness.
* Analyze guest feedback from platforms such as TrustYou, internal comment cards, and in-stay surveys; identify trends and improvement opportunities.
* Lead the hotel’s Quality Meetings and coordinate regular departmental performance reviews.
* Monitor Mystery Shopper reports (e.g., LQA, Forbes); prepare detailed action plans and coach teams toward excellence.
* Collaborate with Learning & Development to deliver quality-focused training sessions, including service etiquette, emotional intelligence, and luxury personalization techniques.
* Support department heads in identifying service gaps, implementing corrective actions, and tracking progress.
* Act as a key point of contact for escalated guest concerns, ensuring timely and empathetic resolution.
* Promote a culture of guest-centricity and excellence, coaching colleagues to deliver anticipatory, intuitive service.
* Report regularly to the Executive Committee on quality KPIs, guest feedback trends, and strategic service enhancement initiatives.

Requirements

* Bachelor’s degree in Hospitality, Business Administration, or related field preferred.
* Minimum of 3–5 years’ experience in luxury hospitality, ideally in Front Office, Guest Relations, or Quality Assurance roles.
* Deep knowledge of LQE and Forbes Travel Guide standards, and demonstrated understanding of luxury service expectations.
* Ability to conduct or support internal training on service etiquette, professional presentation, and personalised guest experience delivery.
* Proficient in data analysis and feedback systems such as TrustYou; able to present insights clearly to stakeholders.
* Exceptional attention to detail, service-minded, and passionate about delivering excellence.
* Excellent interpersonal and communication skills, with the ability to collaborate, influence, and motivate across all levels.
* Fluent in Arabic, French, and English.