MANDARIN ORIENTAL HOTEL GROUP

Mandarin Oriental Hotel 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.

We are recruiting a Resort Manager to join our beautiful property.

The Resort Manager reports to the General Manager.

THE POSITION

The Resort Manager is required to have extensive knowledge of all aspects of hotel operations and functions as the strategic, hands-on leader of the Rooms Operations, Spa Operations, Food and beverage Operations, and engineering operations. In his absence, he acts as General Manager. The position is expected to be visible in the daily operations, providing direction and monitoring the entire guest experience. Working with the Executive Committee, the Resort Manager develops and implements hotel-wide strategies that deliver products and services to meet and exceed the needs and expectations of all guests while providing a return on investment to the Owner. 

The Resort Manager is responsible for: 

• Leads the hotel’s day-to-day operation to ensure successful delivery of service standards to meet and exceed guest expectations
• Will execute all operational and strategic initiatives that have been discussed, providing feedback and alternatives
• Preparation of strategic business plans for the hotel, specifically on Operations
• Champion of the Quality initiatives and service standards to obtain pinnacle ratings in TrustYou surveys, LQE Audits and Forbes
• Champion of the Hotel’s safe and sound program (FLHSSE) and the preparation for the annual safety audit, which third parties engaged by MOHG conducts
• Serve as Lead Point Person for the hotel on projects such as room renovation and restaurant rebranding
• Partners with EXCO and the General Manager to formulate and implement a budget strategy for the Hotel and drive successful financial results every month
• Responsible for handling and resolving guest complaints in a prompt manner
• Liaising with the People & Culture Department regarding colleague situations and employment decisions
• Plays a lead role in the establishment and management of a CAPEX plan and budget
• Leads the Hotel’s Risk Management Team
• Formulates and implements hotel involvement in local community initiatives
• Develops lower and middle management executives through coaching, mentoring and general communications, using the Balanced Score Card and other appraisal formats as tools for goals and target settings and to engage in feedback
• Support the General Manager and Director of Communications in Public relations activities & Create opportunities, promotions and happenings regularly to keep the hotel visible to customers / Establish advertising and promotional materials

What we are looking for: 

• Bachelor’s Degree or equivalent in hospitality management or related field
• 3-5 years experience in a comparable position (senior leadership oversight of multiple operations divisions) in a luxury hotel operation preferred
• Excellent communication skills in all aspects: verbal, written and non-verbal, with fluency in French and English
• Prior experience as an operational division head in a luxury hotel with a proven track record of success in running a quality and sound business operation
• Excellent knowledge of all aspects of Hotel Operations, including Food & Beverage, Rooms, Spa, Engineering and Hotel Security
• Quality-driven with a passion for excellence in guest service and satisfaction
• Detailed-oriented with a keen sense and eye for luxury and outstanding guest service
• Flexible work hours to meet the demands of a 24-hour operation
• Must possess a high degree of financial acumen and be able to work comprehensively with spreadsheets, forecasts and budgeting packages
• Possess excellent organisational and administrative skills
• Approachable, open-minded and fair; must possess the ability to communicate effectively with various levels of colleagues and managers throughout the hotel
• Must be able to work in a team and independently on occasions
• Experience and expertise in developing and writing training materials
• Must be computer proficient with expertise in Microsoft Office, HMS and Info-Genesis
• Excellent presentation skills