Mandarin Oriental has revealed a new brand-led, guest-centric vision and strategy for its next ten years of accelerated growth. The plan will build on the strength of its dual Asian heritage to create exceptional luxury hospitality experiences of the future.

Under the leadership of CEO Laurent Kleitman, now a year in-role, the Group is focused on accelerating the development of its core proposition and investing in exceptional luxury experiences for its guests, with a focus on growing its resorts and capital city portfolio as well as expanding in key regions including the Middle East, Japan and North America while continuing to expand in key capital cities across Europe. The Group’s ambition is to double its portfolio over the next ten years, while maintaining its unrivalled commitment to quality and service.

CEO Laurent Kleitman said: “I am delighted to be able to deliver this new vision for Mandarin Oriental: ‘Fans of the Exceptional, Every Day, Everywhere’.  It is one that will power the evolution of our guest offering for the next ten years.  Mandarin Oriental embodies the core tenets of enduring luxury in the fast-changing world of global hospitality: legendary service, a relentless commitment to excellence, and a unique heritage combined with a constant innovation of the guest experience. We are also excited to bring the world of Mandarin Oriental to more of the most beautiful, inspiring, and vibrant destinations across the world.”

“Luxury has always been about creating desirability and memorable experiences. We treasure the preciousness of every moment spent with us and will continue to surprise and delight people at every opportunity – from our guests to our incredible colleagues, to our partners, to the communities where we operate.”

“We have begun this new chapter by sharing the new strategy with our 15,000 colleagues and our partners who are central to the delivery of the vision, and I am delighted that they have responded so strongly.”

Defining our next chapter, rooted in our dual Asian heritage

Mandarin Oriental’s heritage is what continues to propel the brand forward, as it reimagines and innovates the highest standards in luxury hospitality. The Group is recognised around the world as a pioneer of exceptional hospitality, and will continue to draw on its unique dual heritage to differentiate its proposition to guests: rooted in the graceful style, mastery of craft, and an unrivalled service tradition that originated at The Oriental, Bangkok almost 150 years ago, combined with the elegant design, modernity, and pioneering spirit of The Mandarin, Hong Kong, which opened in 1963. This is a philosophy Kleitman has made clear will extend to every Mandarin Oriental property around the world, including this year’s openings in Muscat, Mayfair in London and Quianmen in Beijing which has brought the Group’s portfolio to 41 hotels worldwide.

As it continues on its journey of accelerated growth, Mandarin Oriental will keep evolving the ways it operates to ensure a more harmonious experience for our guests, colleagues, partners, communities, and our planet.  For colleagues this includes a paid day off, to be devoted to volunteering and which has resulted in over 52,000 hours spent on given back to local communities in 2023 alone, a 150% increase over the prior year.

Group CEO Laurent Kleitman said, “Our strategy for growth will enable us to forge new and stronger partnerships, plan for the long-term, and make meaningful contributions to communities where we can have the greatest impact – all essential tenets of luxury hospitality.

“Sustainable and enduring luxury is about creating the time and space for the most precious experiences and relationships – with the world and with each other.  Indeed, we believe diverse perspectives – combined with an inclusive culture and equitable opportunities – stimulate innovation, increase organisational agility and strengthen resilience to disruption. We are proud that our workforce represents more than a hundred different nationalities. We deliberately foster a workplace where all colleagues can freely express themselves and their backgrounds.  Taken together, this team and this strategy put Mandarin Oriental in an exciting position to take a leading role in the luxury hotel industry in the years ahead.”

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