The Mandarin Oriental App
Mandarin Oriental Hotel Group has announced the launch of an enhanced guest recognition programme and a new, industry-leading mobile app. 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:
- A bespoke programme featuring invite-only communities with fully localized 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
Guest Recognition Program: Fans of M.O.
The revamped guest recognition program, Fans of M.O., has been developed following consultations with members worldwide. The program is structured uniquely, with no emphasis on points or tier progression. Instead, it focuses on fostering a closer connection with members by providing them access to invitation-only communities, surprise moments of recognition, and deeper access to Mandarin Oriental’s services.
The Fans of M.O. program features three exclusive communities: Fans of M.O. Silk, for regular returning guests; Fans of M.O. Pearl, for the most loyal clients; and ‘Fan of M.O.’, the entry-level tier. Each community offers members increased access to privileges, personalized milestones, and immersive culinary and wellness experiences.
Members are recognized across all their interactions with the Group, including hotel stays, dining, and spa visits, ensuring their progress within the program.
The Mandarin Oriental App
Complementing the new Fans of M.O. program is the M.O. App, which sets a new benchmark for digital luxury. The app supports the entire guest journey in 17 languages for iOS and Android users, from travel and cultural inspiration to booking rooms, spas and restaurants, to managing in-stay experiences and maintaining post-departure connections.
Key features of the M.O. App for Fans of M.O. members include streamlined hotel bookings, real-time itinerary building with local insights, in-app chat facilities, spa and dining reservations, and the ability to access and order services while in-house digitally.
A new colleague app, powered by the same platform as the guest app, provides staff with a complete, real-time view of guest profiles and preferences, enabling them to customize experiences across service touchpoints.
Behind the Scenes
A new colleague app, powered by the same platform housing the guest app, equips guest-facing colleagues with a complete, real-time view of guest profiles and preferences, enhancing service delivery and customising experiences across service touchpoints from in-room offerings to dining and spa.
These launches are part of a comprehensive guest experience uplift that has been more than two years in development, in close consultation with guests from around the world. A custom-built technology and a new data platform enable the Group to consolidate guest data and individual transactions previously isolated in separate systems. This comprehensive view of each guest’s interactions with Mandarin Oriental allows for greater seamless, consistent, and personalized service delivery.
Alex Schellenberger, Chief Brand and Marketing Officer at Mandarin Oriental, commented:
“This programme is about redefining recognition in the luxury space – not through points and redemptions, but through forging a closer connection with members that allows us 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.”
Kristin Ruble, Chief Commercial Officer at Mandarin Oriental commented: “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.”
The App is available for all guests to explore Mandarin Oriental, with the full suite of Digital Companion features reserved for logged-in members of Fans of M.O.
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