Mandarin Oriental is the award-winning owner and operator of some of the world's most luxurious hotels, resorts, and residences located in prime destinations worldwide, with a strong development pipeline. The Group is increasingly recognised for creating some of the world's most sought-after properties, delivering legendary service inspired by Asian heritage while representing the very cutting-edge of luxury experiences.
At Mandarin Oriental Hotel Group Corporate Office, our Talent Development & Talent Management function plays a critical role in building the capabilities, leadership strength, and culture that enable exceptional guest experiences and sustainable business performance across our global portfolio.
We invite you to become a fan of the exceptional. Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.
Based at the Mandarin Oriental Corporate Office in Hong Kong, within the Group Operations – Rooms Division, the Senior Manager, Concept Development, Rooms is responsible for shaping the guest experience through innovative room design and development strategies. This role ensures concepts enhance functionality, aesthetics, and guest satisfaction across all Mandarin Oriental hotels globally. The position reports to the Group Director of Rooms.
As Senior Manager, Concept Development, Rooms, you will:
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We invite you to become a fan of the exceptional. Mandarin Oriental is the award-winning owner and operator of some of the world's most luxurious hotels, resorts and residences, located in prime destinations around the globe. Renowned for legendary service inspired by Asian heritage, Mandarin Oriental continues to set the benchmark for luxury hospitality while delivering innovative and exceptional guest experiences.
Based at the Mandarin Oriental Corporate Office in Hong Kong and reporting to the Director of Service Excellence, the Service Excellence Analyst partners with hotel teams and corporate functions across the Group to analyse guest feedback, service performance, and customer experience data. Through data-driven insights, reporting, dashboard development, and stakeholder collaboration, the role supports the identification of trends and opportunities to enhance service consistency, quality, guest satisfaction, and brand advocacy. Working closely with the Guest Feedback Hub, Customer Insights, Brand, and Data teams, the position contributes to the ongoing evolution of Mandarin Oriental Service Excellence, with a focus on the Group's Pillars and Legendary Quality Experiences (LQEs) as key brand differentiators.
Identification of new and emerging risks, and assessing the likelihood and impact of identified risks, and recommending appropriate mitigation strategies.
Management and operation of associated committees, forum and meetings.
Maintenance of risk inventories and governance documentation.
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