Mandarin Oriental Hotel Case Study Essay

Mandarin Oriental Hotel Case Study Essay

Length: 2175 words (6.2 double-spaced pages)

Rating: Strong Essays

Open Document

Essay Preview

The company

Established in Hong Kong in 1963, Mandarin Oriental Hotel Group is and
international hotel investment and management group operating ten
hotels in the Asia-Pacific region. The company manages each of these
hotels and has significant ownership interests in all but Mandarin
Oriental, San Francisco and the Phuket Yacht Club Hotel and Beach
Resort, Thailand.

Mandarin Oriental’s overall corporate quality goal is to achieve a
level of excellence that sets the group apart from all of its
competitors in the eyes of customers, investors and staff. In order to
achieve this level of excellence it strives for total customer
satisfaction in its service delivery, and to consistently be a leader
in the industry in terms of profitability and the creation of a
rewarding working environment for all of its staff.

The Mandarin Oriental Hotel has, from its creation, received
recognition for providing a level of products and services of the
highest quality. While traditions of consistent quality service
delivery are practiced at each of the hotels, the challenge to the
Group is to develop an ongoing corporate culture of quality service
drawing upon the strengths of each individual hotel.

At the beginning of 1993, the company introduced a new Group Mission
Statement that has been rolled out to every member of staff through
personal presentations by the Managing Director at every hotel and
corporate office. This Mission Statement has been published in
English, Chinese, Thai and Indonesian, and serves as a model in that
it conveys guidelines and criteria that can be used by hoteliers who
wish to monitor and evaluate their own leadership and quality
improvement efforts.

Mission Statement

The company

Mandarin Oriental Hotel Group is a leader in the hotel industry,
owning and operation some of the world’s finest de luxe and first
class hotels.

The mission

Their mission is to completely delight and satisfy our guests. They
are committed to making a difference every day; continually getting
better to keep us the best.

The guiding principles

Delighting their guests

They will strive to understand our client and guest needs by listening
to their requirements and responding in a competent, accurate and
timely fashion. They will design and deliver our services and products
to address their needs. In fact, the MOG a...


... middle of paper ...


...he same as those employed to build their business, they are tied
to each other.

They are currently developing a Group-wide Guest History network
whereby the “history” of a customer of any one hotel can be accessed
by any other hotel so that preferences are immediately responded to
even if it is the customer’s first use of a new hotel. When this is in
place, a customer of Mandarin Oriental, Hong Kong who prefers a
particular type of beverage will find it waiting for him upon arrival
at The Oriental, Bangkok.

They follow up their customers with a personalized written response to
every comment card or letter received and recently have begun
telephoning customers for follow up. In every case they strive to let
the customers know that they appreciate their comments; that their
experiences are important to them; that they want to address the
specific instance generating the comment; that they want them to be
satisfied and, finally, if appropriate, they explain the change that
will be made in their processes to assure achievement of better
customer satisfaction in the future.


(Go, F.M and Pine, R.(1995). Globalization Strategy in the Hotel
Industry. Routledge)

Need Writing Help?

Get feedback on grammar, clarity, concision and logic instantly.

Check your paper »

Mandarin Oriental Hotel Group Overview Essay

- INTRODUCTION Mandarin Oriental Hotel Group is a luxury hotel line which owns and manages hotels and residences (linkedin.com, n.d.). They currently have 45 hotels and 15 residences and are steadily continuing to grow (Mandarinoriental.com, n.d.). Excellent quality and service are absolutely essential; Mandarin Oriental’s states, “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” (Mandarinoriental.com, n.d.)....   [tags: Hotel, Hotel chains, Mandarin Oriental Hotel Group]

Strong Essays
1242 words (3.5 pages)

A Night Stand At The Mandarin Oriental Essay

- Mauricio began his angry banter disguised with laughter and reproached, "They go through immigration to find the loves of their lives as if they were picking up Christmas trees out of a Supermarket parking lot, and I am getting whipped for having the thought of finding a one night stand at the Mandarin Oriental." Timely, Stella returned with desserts in hand. Then she left again only to return with the serving plates. When she finally sat down she asked, "What did I miss?" Luna volunteered eagerly to give the recap....   [tags: Love, Need, Mandarin Oriental, Hong Kong]

Strong Essays
739 words (2.1 pages)

Ice Hotel Case Study : How Is This Property Marketed? Essay

- Ice Hotel Case Study How is this property marketed. Product Hotel de Glace is a unique hotel made of ice and snow. The product they are selling is a once in a life time experience. This is a one of a kind property in Canada as nowhere else could you pay to sleep on a block if ice. It is only offered a couple months out of the year making it a limited time offer for those who want to explore the Ice Hotel. Place Hotel de Glace is located 10 minutes outside of Quebec City. The hotel offers 44 rooms and suites, a bar and events spaces all made of ice and snow....   [tags: Hotel, Marketing, Quebec City, Ice]

Strong Essays
1901 words (5.4 pages)

Case Study : The Portman Hotel Essay

- INTERODUCTION The Portman hotel is one of the luxury hotels in the hotel industry. The size of the hotel is relatively small; it has only 348 rooms and 21 floors. The objective of this hotel is to bring Asian hospitality to the US. This hotel is different from other hotel because it offers the services of personal valet and also it had “ no rules for the guests”. HUMAN RESOURCE MANAGEMENT PERSONAL VALLET SYSTEM Personal valet is the large group about 85 of the 400 total. No other American hotel had this system....   [tags: Hotel, Hotels, Mini-bar, Motel]

Strong Essays
1331 words (3.8 pages)

Case Study : Marriott Forest Of Arden Hotel And Country Club Essay

- Introduction: I am doing my marketing case study on Marriott Forest Of Arden hotel and country club. In the heart of the Midlands, set in provincial Warwickshire, yet just 4 miles from the NEC complex and Birmingham Airport. Forest of Arden, a Marriott Hotel & Country Club, one of the top UK’s golf playing destinations. Other than greens, this exquisite country hotel contains much more delights: a heavenly Spa, tennis, gymnasium & in house swimming pool. This hotel has been renovated so now it has got all newly decorated bed rooms including extravagance bedding and fast web....   [tags: Hotel, Hyatt, Hospitality industry, Birmingham]

Strong Essays
1475 words (4.2 pages)

Essay about The Job Of Hotel And Motel Managers

- Hospitality is one of the largest and fastest growing industries. It constantly needs a reliable work force to support the industry and its’ growth. The hospitality industry is divided into two parts: lodging and foodservice. Within the lodging sector, jobs range from a housekeeper to a receptionist to a general manager. I chose to research the job of hotel and motel managers, because it is within my field of study. A hotel/motel manager plans, supervises, and controls operations of a hotel or motel....   [tags: Hotel, Lodging, Hospitality industry]

Strong Essays
1293 words (3.7 pages)

Essay on 10 High Profile Luxury Hotel

- 10 High Profile Luxury Hotels in Lagos Lagos is a perfect blend of old and new fashioned elegance. The city features many interesting and exciting activities and places to see, a pulsating dining and night scene that reflects its culturally diverse inhabitants. Lagos is considered as one of the most bustling destinations that offer abundant choices of accommodation to locals and visitors, giving everyone a chance to experience luxury living with ease. Luxury living in Lagos is most experienced at its high profile hotel properties, which are exquisitely designed and equipped with modern amenities and indulgences suitable for a comfy and relaxing stay....   [tags: Hotel chains, Hotel, Hotels, Luxury box]

Strong Essays
1390 words (4 pages)

Hotel Room Attendant : Hotel Essay

- After reading The Goal, I would like to apply these concepts to the hospitality industry, Hotel. I got a chance to have an interview with a former room attendant in Howard Hotels, a five-star hotel in Taiwan. Although the room attendant’s duty is quite simple, I find the way to apply the ideas from the book to their work. In housekeeping, the room attendants have very limited time to finish their work because hotel guests usually check-out from 9AM to 12 PM and new customers will check in from 3PM to 5PM....   [tags: Hotel, Rooms, Hotels, Inventory]

Strong Essays
709 words (2 pages)

The Management Of A Hotel Essay

- After reading the first part of the report, the things I would see as priorities would be initially to develop the knowledge bank on the hotel business overseas. Whilst the process of running a hotel in one country will be very similar to that of running one in another country, there are a number of things the business will not understand, and to avoid risk they need to quickly grasp the peculiarities of the local market quickly. Utilising the team of consultants employed will be critical, no information they provide should be ignored, it will all help....   [tags: Hotel, Management, Hotels, Hotel chains]

Strong Essays
1577 words (4.5 pages)

Fear in Crane's The Blue Hotel Essay

- Fear in Crane's The Blue Hotel Stephen Crane's "The Blue Hotel" is, according to Daniel Weiss, "an intensive study of fear." The story uses a game to show how fear unravels itself. He also discusses inner fears as opposed to fears existing in reality, and the ways that they bring each other about in this short story. Weiss begins by pointing out how Crane used the stereotypical 1890's American West as his setting. The Swede comes to the Blues Hotel with the assumption that he will witness, if not be involved in, robberies and murders....   [tags: Blue Hotel Essays]

Free Essays
540 words (1.5 pages)