Mandarin Oriental
Direction Setting with Delight
The Mandarin Oriental Hotel Group is an international luxury hotel investment and management group with 34 hotels and resorts worldwide, including 14 under development. The group has an inventory of 9,500 rooms in 20 countries.
Our Aim
The Mandarin Oriental’s aim is to be recognized as one of the best global luxury hotel groups, providing exceptional customer satisfaction in each of its hotels.
Our Mission
Our mission is to completely delight and satisfy our guests. We are committed to making a difference every day, continually getting better to keep us the best.
The word DELIGHT is the perfect acronym for everything that Mandarin Oriental represent:
D Distinctive
E Exotic
L Lively
I Imaginative
G Guest-centered
H Harmonious
T Time-giving
Our Guiding Principles
Delighting our guests: We will strive to understand our client and guest needs by listening to their requirements and responding in a competent, accurate, and timely fashion. We will design and deliver our services and products to address their needs. In fact, we are committed to exceeding their expectations by surprising them with our ability to anticipate and fulfill their wishes.
Working together as colleagues: We will emphasize the sharing of responsibility, accountability, and recognition through a climate of teamwork. By working together as colleagues and by treating each other with mutual respect and trust, we will all contribute to the Group’s overall success more productively than if we worked alone.
Promoting a climate of enthusiasm: We are committed to everyone at Mandarin Oriental by providing a caring, motivating, and rewarding environment. As an industry leader, we are committed to bringing out the best in our people through effective training and meaningful career and personal development, and by encouraging individuality and initiative.
Being the best: We will be an innovative leader in the hotel industry and will continually improve our products and services. We will seek from our suppliers the highest-quality products and services at the best value.
Delivering shareholder value: We are committed to being a growing company. Our successes will result in investment returns, which are consistently among the best in the hotel industry.
Playing by the rules: We will maintain integrity, fairness, and honestly in both our internal and external relationships and will consistently live up to our commitment.
Acting with responsibility: We will actively participate in the improvement of the environment, just as we will be responsible members of our communities and industry organizations.
THE FAN
The Mandarin Oriental selected a fan as a symbol to embody the hotel group’s luxurious and elegant image yet still reflect each hotel’s local charm. Each hotel has a specially designed and unique fan. The group sees the fan as a symbol of its Oriental culture without being overly ethic. The fan logo symbolized luxury, elegance, and comfort.