Director of Service Excellence

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.https://careers.mandarinoriental.com/jobs/director-of-service-excellence-hong-kong-hong-kong-island