Creating exceptional experiences together in 2025

KUNG HEY FAT CHOI – GONG XI FA CAI

As we welcome in the Lunar New Year, I want to take a moment to reflect on the incredible experiences we have shared together over the past 12 months – and the journey still to come.

Last year, we celebrated several significant milestones for the Mandarin Oriental family.

Expanding in incredible destinations

We welcomed some exceptional additions to our portfolio, from Muscat to Mayfair, London and Qianmen, Beijing, each of which are imbued with our heritage of legendary service and dual-Asian roots.

And we have continued to push new frontiers. We have announced, over the past 12 months, a number of exciting future projects: a trio of extraordinary boutique properties in the picturesque Seto Inland Sea in Japan, the restoration of the former Gellert Hotel in Budapest, a unique experience in Rome, to be housed in ten exquisite nineteenth century villas, two stunning resorts, both on extraordinary ocean front sites in Bali and Riviera Maya in Mexico, our first branded residences in Abu Dhabi to bring exceptional living and legendary service to Saadiyat island as well as a picturesque resort and residences in Cabo Rojo, Puerto Rico.?

As 2025 unfolds, we will continue to bring the Mandarin Oriental brand to some of the most beautiful and sought-after destinations around the world. This year, we are excited to welcome new hotels in Dubai, Mallorca and Vienna, standalone residences in Madrid as well as our recently announced plans to rebrand two of Europe’s most iconic hotels:?H?tel Lutetia?in Paris and the?Conservatorium Hotel?in Amsterdam.?

Elevating the Brand

In 2025 we will introduce a refreshed visual identity for our brand – paying homage to our incredible heritage while bringing a contemporary flair to our brand DNA. Our much-loved Fan emblem remains at the heart of the design, and we will be bringing our beautiful new identity to life in many new and exciting customer touchpoints.

Innovating the guest experience

Innovation is in our DNA – it’s how we’ve created unforgettable experiences for our guests since our founding. From upgraded wellness offerings to curated guest experiences that speak to the heart of luxury, we continue to redefine the standards of hospitality. And later this year we are excited to launch our own app, focused on improving the guest journey even further, that will introduce our fans to even more ways to engage with us.

Having a positive impact as we grow

As a global luxury hospitality brand, we know that we have a huge responsibility to preserve, to nurture and be extremely mindful of our impact on the natural world and the communities where we operate. We continue to make great strides in our sustainability initiatives, which have led to the Group being recognised and certified by the Global Sustainable Tourism Counsil (GSTC), as well as having 18 of our properties GSTC certified, an achievement on which we will continue to build across our whole portfolio in 2025. You can learn more on our sustainability efforts in our latest annual social impact report, which we have been publishing for well over a decade.

Equally important is the role our brand plays in nurturing and developing our people; creating long-term career opportunities for them. This begins with the recruitment of energetic, enthusiastic young students who have the all-important characteristics of curiosity, kindness and intuition. We are especially proud of our partnership with Sommet Education which operates many of the world’s best hospitality schools and universities, with whom we collaborate on targeted educational and training initiatives.

Throughout our Group there are countless examples of colleagues who have built extraordinary careers with us. The recent appointment of Amanda Hyndman as Chief Operating Officer is a great example of this,?following her exemplary career since first joining the Group more than 18 years ago as a General Manager in Hong Kong. Subsequently she has managed many of our flagships, moved on to various Area VP roles, then led our focus on quality, as well as heading up the People and Culture Department before this latest position.?

Recognition and Awards

2024 was one of our most awarded years yet. [OY1]?We are the proud recipients of more than 100 rankings in some of the world’s most globally recognised awards for excellence, including World’s Best Hotel Spa Brand in the World’s Best Spas; World’s Best Luxury Hotel Brand 2024 in LTI; and 24 five-star hotels with 15 five star spas in the Forbes annual survey, as well as awards and recognition in 50 Best and the Michelin Guide.

None of this would be possible without the exemplary talent, passion, and service of our colleagues around the world. Their dedication to their craft, to creating exceptional experiences that turn our guests into fans, is what makes the Mandarin Oriental experience unlike any other. On behalf of the leadership team and our guests around the world – I thank them all.

It’s also a personal moment of reflection for me. I have had the pleasure of visiting almost all of our properties, and during my travels, I have met Fans around the world who inspire me to constantly reimagine what the future of exceptional luxury hospitality can be.

This year, I am lucky to be celebrating the Lunar New Year in Taipei with my wife, my colleagues and our Fans. I would like to take a moment to wish you and your family a healthy and prosperous new year.

We look forward to creating more memories for you and your loved ones, wherever we welcome you in the world.