Mandarin Oriental Hotel Group has announced the launch of an enhanced guest recognition programme and a new, industry-leading mobile app.
The launch of the Mandarin Oriental app has signalled a new era of personalised recognition, elevated guest experiences and seamless digital connectivity. Together, they represent a significant leap forward in the use of technology and data to enhance the guest experience across the Group’s global portfolio.
Highlights include:
- A bespoke programme featuring invite-only communities with fully localised delivery
- Member recognition and acknowledgement of all member spend during hotel, dining and spa visits
- Priority access to exclusive Mandarin Oriental experiences, events and in-house colleague talent
- A unique Mandarin Oriental App, providing seamless digital access to bookings, travel and itinerary planning, personalised in-stay requests and local concierge support
Created in consultation with members around the world, the new Fans of M.O. guest recognition programme has been re-designed to reflect the needs of today’s luxury traveller. Uniquely structured, without points or publicised tier progression, the programme offers members a greater connection to the brand through invitation-only communities that unlock richer privileges, surprise moments of recognition and deeper access to the best of Mandarin Oriental’s legendary in-house service.
Inspired by the materials traditionally used in fan-making across Asia, the new Fans of M.O. invitation-only communities include Fans of M.O. Silk for more regular returning guests and Fans of M.O. Pearl for the brand’s most loyal followers. The entry-level ‘Fan of M.O.’ tier remains in place. Each of these exclusive communities offers members increased access to crafted privileges, personalised milestones, and immersive culinary and wellness experiences delivered by Mandarin Oriental’s renowned colleagues who are true masters of craft.
Members are recognised across all of their activity with the Group, whether during a hotel stay or brand engagements ranging from dining to spa visits, ensuring every interaction contributes meaningfully to their progression in the programme.
Alex Schellenberger, Chief Brand and Marketing Officer at Mandarin Oriental, said this programme was about redefining recognition in the luxury space, not through points and redemptions, but through forging a closer connection with members to truly personalise what recognition means for them.
“We listened to our members and we designed a programme they can call their own – one that is based on access, prioritisation and genuinely exclusive privileges and experiences. The introduction of the new invitation-only communities allows us to bring these members even closer to our masters of craft, legendary wellness practitioners, and other talent across Mandarin Oriental,” said Schellenberger.
“The Mandarin Oriental App redefines digital luxury, providing a personalised travel companion that places the entire world of Mandarin Oriental in the palm of your hand. Fully integrated with the revamped Fans of M.O. programme, the App has been designed to seamlessly deliver digital self-service and inspiration while facilitating a more personal and more tailored in-person experience with any visit,” said Kristin Ruble, Chief Commercial Officer at Mandarin Oriental.
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