Mandarin Oriental Hotel Group is looking for a Director of Service Excellence to join our Corporate Office in Hong Kong.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? 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 globally, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought‑after hospitality experiences, the Group delivers legendary service inspired by Asian heritage while setting new benchmarks in luxury.

About the Job

Based at the Mandarin Oriental Corporate Office in Hong Kong, the Director of Service Excellence partners closely with hotel leadership, corporate functions, and external partners to define, elevate, and ensure consistent delivery of Service Excellence across the entire Mandarin Oriental portfolio.

This role serves as a key contributor to our global growth strategy—supporting the Group as we expand toward 100 hotels and 50 residences—while continually evolving our Service Excellence pillars and LQEs as core brand differentiators.

The Director reports to the Group Director of Service Excellence and supports the Global Leadership Team (GLT) on a range of operational and strategic Service Excellence initiatives.

As Director of Service Excellence, you will be responsible for:

Brand & Strategy Leadership

• Championing Mandarin Oriental as an industry leader in Service Excellence, ensuring world‑class and consistent standards across all properties.

• Communicating and embedding the Service Excellence vision, mission, and brand pillars with internal and external stakeholders through training, content, and accountability frameworks.

• Evolving the definition and application of Service Excellence, emphasising our brand differentiators to enhance guest experience and advocacy.

Hotel Partnership & Operational Support

• Supporting GMs and operational teams remotely to implement standards, close performance gaps, and drive exceptional guest experiences.

• Leading onboarding, coaching, and training for rebranding and opening hotels in partnership with L&D.

• Providing operational support to corporate teams and GLT members for service‑related projects.

Quality & Performance Management

• Monitoring, assessing, and communicating service performance daily, identifying brand‑level opportunities and sharing best practices.

• Partnering with quality vendors to ensure evaluation standards and training materials remain aligned with MOHG brand requirements.

• Designing and implementing a holistic Quality Reporting platform in partnership with the Customer Insights team—including KPI tracking, insights, and accountability tools.

Training, Standards & Capability Building

• Developing Service Excellence training materials, including digitalised learning modules accessible on desktop and mobile.

• Managing regional and on‑site quality champions, including leading regular Service Excellence calls.

Cross‑Functional Collaboration

• Working closely with TS, F&B, Rooms, Wellness, and L&D teams to align all quality‑related initiatives and strengthen organisational readiness for Service Excellence.

• Preparing GLT presentations, analysing guest surveys and online feedback, and supporting strategic discussions.

Industry Monitoring & Representation

• Tracking competitor and industry trends to ensure MOHG remains ahead of global luxury service standards.

• Representing MOHG at external Service Excellence and award‑related events.

Content & Knowledge Management

• Managing the Quality Central platform to ensure properties have access to updated standards, training content, communication materials, and insights.

Success Measures (Non‑Financial)

• LQA Group ranking

• Online review performance

• GSat scores (post‑stay, post‑dine, post‑spa)

• Achievement of Forbes 5‑Star ratings for hotel and spa

• Evolution and refinement of service standards across the portfolio, including residences and Exclusive Homes

We Expect from You

Education

• Bachelor’s degree required; MBA preferred.

Experience

• Strong business administration and management background with mandatory luxury hotel operational experience.

• Proven analytical capabilities.

Skills & Competencies

• Quality management certification (e.g., Six Sigma) preferred.

• Exceptional communication skills; able to engage confidently with C‑level and global stakeholders.

• Highly proficient in Excel, PowerPoint, Word, and comfortable managing multiple digital platforms.

• Strong organisational ability with excellent stakeholder management skills.

• Strategic thinker with the ability to interpret insights and translate them into action.

• English fluency (written and spoken) required.

Attributes

• Solution‑driven, resourceful, and capable of self‑learning.

• Strong leadership presence and ability to influence across all levels.

• Resilient, adaptable, and able to manage multiple priorities in a fast‑paced, global environment.

Our Commitment to You

Learning & Development – We invest in your continued growth and mastery.
MOstay – Enjoy complimentary stays and exclusive colleague rates worldwide.
Health & Wellbeing – Your wellbeing matters to us; we offer a variety of global wellness initiatives.
Retirement Plans – Structured retirement benefits that recognise long‑term commitment.

We’re Fans. Are you?