Service Excellence Officer

Mandarin Oriental Hotel Group is seeking a Service Excellence Officer to join our Service Excellence Department team.

Are you passionate about transforming data into meaningful insights that enhance guest experiences? Do you thrive in a collaborative environment that values integrity, respect, and continuous improvement? Do you embrace a growth mindset and take pride in delivering excellence?

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 around the globe. Renowned for legendary service inspired by Asian heritage, Mandarin Oriental continues to set the benchmark for luxury hospitality while delivering innovative and exceptional guest experiences.

Based at the Mandarin Oriental Corporate Office in Hong Kong and reporting to the Director of Service Excellence, this role partners with hotel teams and corporate functions across the Group to analyse guest feedback and service performance. Through data-driven insights, reporting, and stakeholder collaboration, the role supports the identification of trends and opportunities to enhance service consistency, quality, guest satisfaction, and brand advocacy. Working closely with the Guest Feedback Hub, Customer Insights, Brand, and Data teams, the position contributes to the ongoing evolution of Mandarin Oriental Service Excellence, with a focus on the Group's Pillars and Legendary Quality Experiences (LQEs) as key brand differentiators.

As Service Excellence Officer, you will:

• Data & Insight Generation: Analyse guest feedback from multiple platforms including the Guest Feedback Hub, LQA, Forbes, and other guest satisfaction sources, identifying trends, root causes, and improvement opportunities across the global hotel portfolio.

• Reporting & Analytics: Develop and maintain dashboards, reports, and visual insights to monitor service performance, guest sentiment, and key Service Excellence KPIs. Provide analytical support for Service Excellence initiatives and strategic projects.

• Guest Feedback Hub Support: Act as a key support resource for the Guest Feedback Hub, ensuring data accuracy, meaningful interpretation of guest feedback trends, and effective system utilisation across the Group. Collaborate with Brand, Customer Insights, and Data teams to enhance reporting capabilities and analytical tools.

• Performance Monitoring: Prepare recurring Service Excellence reports, executive summaries, and GLT presentations. Monitor and analyse key metrics including Guest Satisfaction (GSAT), Net Promoter Scores (NPS), LQA results, Forbes ratings, and online review performance.

• Operational Support & Continuous Improvement: Support hotel teams in identifying performance gaps and opportunities through data analysis and insight generation. Assist in issue resolution tracking, guest sentiment monitoring, performance reviews, and service improvement initiatives.

• Central Page Ownership: Maintain and continuously enhance the Service Excellence page on Central, ensuring stakeholders have access to relevant insights, performance updates, best practices, and strategic resources.

• Cross-Functional Collaboration: Partner closely with Service Excellence, Customer Insights, Operations, Learning & Development, Brand, and Data teams to support quality reporting platforms, service excellence programmes, training initiatives, and reporting framework enhancements.

• Stakeholder Engagement: Communicate insights and recommendations effectively to hotel leadership teams, corporate stakeholders, and senior executives across the Group, supporting informed decision-making and continuous improvement efforts.

What We Expect From You

• Bachelor's degree in Business Administration, Data Analytics, Hospitality Management, or a related discipline.

• Experience in data analysis, business intelligence, guest experience analytics, or hospitality performance reporting.

• Experience working with guest feedback platforms, customer insights tools, or experience management systems is highly desirable.

• Strong analytical and problem-solving capabilities, with the ability to identify trends and translate data into actionable recommendations.

• Advanced proficiency in Microsoft Excel and PowerPoint; familiarity with Power BI, Tableau, or similar business intelligence tools is an advantage.

• Strong organisational skills with the ability to manage multiple projects and priorities simultaneously.

• Excellent written and verbal communication skills, including the confidence to communicate effectively with senior stakeholders and C-level executives.

• Ability to collaborate effectively across functions and cultures within a global organisation.

Our Commitment to You

• Learning & Development: Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow continuously.

• MOstay: Enjoy complimentary nights and attractive colleague rates at our properties worldwide.

• Health & Wellness: We care about your wellbeing and offer global health benefits and wellness programmes.

• Retirement Plans: We reciprocate your commitment with competitive retirement benefits.