What does it mean to you to be named in the Walpole 2022 Power List?
I'm thrilled and grateful. It's some much-welcomed positive news after a challenging year and I'm inspired to be alongside so many exceptional pioneers in this space.
What have you and your business achieved in the past year that you are most proud of?
The global spread of COVID-19 has had a devastating worldwide impact on all industries, and Mandarin Oriental has not been immune from this. We have all really learnt the value of teamship. We have all worked harder than ever to ensure that we are able to continue to deliver the service for which we are renowned, not only to our guests, but internally for our colleagues as well.
This has certainly not been an easy period of time and everyone’s lives have been impacted by this pandemic, but the resiliance and commitment our team has shown has been an inspiration to me personally and is testament to our team’s unwavering belief in our brand’s guiding principles and committment to excellence across the group. I’m amazed by my team’s ability to pivot from traditional, in person selling to innovative, inspiring virtual client engagement – and back to ‘live’ again as soon as borders were open. Opening two hotels via Zoom was a first for all of us!
Also, we have continued to invest behind our core brand attributes of creative architecture, design and technology, innovative dining and award-winning holistic spa concepts, all underpinned by service excellence, which we believe consistently sets us apart from the competition. No easy feat when navigating border restrictions, furlough, limitations of airlift. Any luxury brand can build a beautiful building and feature the latest technology and products in guest rooms, but few can duplicate the consistent passion and level of excellence that our colleagues demonstrate to our guests, and have done so with dedication through the turmoil of the past year.
What is 2022 set to look like for your business?
Naturally, COVID-19 continues to be front of mind for all, and everyone hopes for a swift resolution. Tourism is one of the world’s largest industries, and while it is vulnerable to world events, experience also shows that sentiment towards travelling does have the propensity to bounce back - and it's all looking positive for this to begin in 2022.
Service is the hallmark of our company and underpins everything we do. We understand that all our customers are unique, and we focus on providing personalized service to every customer, every day. Many plans for new strategies to ensure a customer-centric journey through service and innovation – more to come!
What are you most looking forward to professionally for 2022?
Working with team to further elevate the Mandarin Oriental brand – collaboration and travel is so important for our business. We currently have a strong pipeline of hotels. Mandarin Oriental’s development has picked up in pace over the last few years and we remain focused on growing our brand in new and exciting locations. This year we will be opening the doors of projects in:
And personally?
Making up for lost time with my in-laws in Cairo and visiting the newly revealed 3,000-year-old Avenue of Sphinxes, swim-trekking around the Pakleni Islands in Croatia, and getting another dog, probably Labrador/St Bernard-cross. One is not enough!
