Amanda Hyndman, Chief Operating Officer, Mandarin Oriental

Posted in People on 7 February, 2025

Following her recent appointment as COO, Amanda Hyndman discusses the group’s ambitious plans for global expansion, the importance of preserving a sense of community, and fostering a culture of excellence.

WORDS BY Emma Kennedy

Amanda Hyndman’s journey to the helm of one of the world’s most prestigious hotel groups is a testament to her dedication, vision, and passion for hospitality. Growing up in Bournemouth, Amanda’s love for the industry was sparked by a part-time job in a local café. This early experience led her to pursue a degree in Hotel and Catering at the University of Strathclyde, laying the foundation for a remarkable career.

Her professional path began as a graduate trainee at Copthorne Glasgow, where she immersed herself in the operational intricacies of the hotel industry. From there, she ascended through the ranks, as a General Manager across multiple properties within the Millennium & Copthorne group. In 1999, her career brought her to London, where she further honed her leadership skills before moving to The Waldorf Hilton.

Emirates Palace Mandarin Oriental, Abu Dhabi, United Arab Emirates. Photographs courtesy of Mandarin Oriental.

Joining Mandarin Oriental in 2007 as General Manager at flagship properties in Hong Kong, Bangkok, and Washington, D.C., she demonstrated her ability to combine operational excellence with a flair for guest experience. By 2021, she had been appointed Area Vice President, a role that underscored her expertise in managing diverse teams across multiple locations.

Before assuming her current role as Chief Operating Officer, Amanda served – and continues to serve – as Chief People and Culture Officer, reflecting her dedication to fostering talent and innovation. In her role as COO, she oversees Mandarin Oriental’s global operations fusing strategic oversight and an unwavering commitment to delivering an exceptional guest experience.

Firstly, congratulations on your appointment as Chief Operating Officer! How will your responsibilities change as you balance this new role with your ongoing work as Chief People & Culture Officer?
Operations has oversight and responsibility for our 41 hotels and 12 Residences to deliver service excellence and ensuring we achieve our business goals while People & Culture places our colleagues at the heart of everything we do by creating and supporting a culture where our colleagues can thrive and be truly exceptional. Both roles share a common purpose in igniting passion, driving collaboration and fostering a culture of excellence to unleash the full potential of our colleagues – driving not only individual success but also the overall growth and success of the company. Agility is essential, I am still learning every day regardless of any role I am in. It is crucial for successful teams to embrace change, drive innovation and a growth mindset in order to inspire each other to push boundaries, pursue bold ideas and drive transformation.

Mandarin Oriental Mayfair, London, United Kingdom.

You’ve been with Mandarin Oriental for nearly 18 years, with roles across many regions. What unique insights from these experiences do you plan to bring to your role as COO?
An understanding of both our international guest and colleague demographic but likewise recognising that the principles of humility, respect and kindness are universally well received and are the foundations of our culture.

I am very fortunate to have worked in GM roles around the world, and much like each piece of a puzzle, they have their own distinct shape and place, each contributing a unique and valuable perspective to the organisation. The diverse global landscape of culture, traditions as well as distinctive values, customs and communication styles help you understand the critical importance of supporting a diverse and inclusive workforce, which is a pillar of our culture.

Preserving local culture while delivering exceptional experiences is at the heart of Mandarin Oriental’s strategy.

In your position as Chief People & Culture Officer, you helped guide Mandarin Oriental’s shift from traditional HR to a more holistic “People & Culture” approach. How did this affect the staff culture and guest experience in your hotels?
Our evolution from HR to People & Culture (P&C) represents a paradigm shift from a traditional focus on processes and policies to becoming a strategic partner in the business. P&C places our people as the heart of everything we do and recognises that the success of the business is fundamentally underpinned by the quality of our colleague experience, as well as operational excellence.

Essentially, our colleagues are the ambassadors of our brand – it’s what differentiates Mandarin Oriental. Our dual-Asian heritage is rooted in style, mastery of craft and legendary service. As we continuously elevate guest experiences, it is essential that we focus on continually elevating the experience of our colleagues. When our colleagues are engaged, motivated, and aligned with our values, they feel much more empowered to deliver exceptional customer experiences.

Mandarin Oriental’s ten-year strategy includes an accelerated global expansion plan. Could you tell us more about the kinds of cities or destinations the Group is focusing on?
Mandarin Oriental is entering a transformative era of growth, with 28 hotels and resorts, along with 18 residences, currently in development worldwide. These projects span key city-centre destinations such as Athens, Rome, Budapest, Miami, Kuwait City, Cairo, and Vienna, highlighting our commitment to offering immersive luxury experiences in culturally significant locations.

Our expansion also includes the enhancement of our resort’s portfolio in some of the world’s most breathtaking destinations. From Bali and Sardinia to Setouchi, Vietnam, the Maldives, Mexico, Mallorca, Grand Cayman, and Cortina, we are thoughtfully crafting destinations where guests can unwind in unparalleled settings. Additionally, we remain focused on strengthening our presence in key cities where we already have a celebrated footprint.

Mandarin Oriental Lake Como, Italy.

Beyond individual locations, we are creating destination hubs that allow our guests to explore entire regions seamlessly. For instance, Zurich, Geneva, and Luzern in Switzerland; Milan and Lake Como in Italy; and Abu Dhabi and Dubai in the UAE, each serve as gateways to curated regional experiences. This considered expansion reflects our vision of reimagining luxury hospitality while deepening our connection with discerning travellers across the globe.
The strategy emphasises a ‘brand-led, guest-centric’ approach. Can you give an example of how this will play out in the new properties?
A prime example is the forthcoming Mandarin Oriental Gellért, Budapest, slated to open in 2027. This property will redefine luxury in the city, with a distinctive focus on wellness inspired by Budapest’s renowned thermal bathing culture. Leveraging our global reputation for immersive wellness experiences, we aim to revive and reinterpret this cultural hallmark, creating a world-class spa destination that seamlessly blends tradition with modernity.

Sustainability and community involvement are highlighted as core tenets of Mandarin Oriental’s approach. How are these values being integrated into new developments and the guest experience?
We are deeply committed to making a meaningful and lasting impact on the communities in which we operate. Each new property is designed with a thoughtful approach that balances luxury with sustainability and community engagement.

Our upcoming resort on the Riviera Maya in Mexico, is a great example of this commitment. The property will feature the creative vision of Bosco Sodi, who serves as Art Curator and design consultant. Sodi’s work, inspired by the Japanese Wabi Sabi philosophy, beautifully intertwines with Mayan heritage and contemporary aesthetics. His involvement champions local artistry and craftsmanship, fostering a deep connection to the destination.

Internally, we are also evolving our operations to create a more harmonious experience for all stakeholders, guests, colleagues, partners, communities, and the planet. For example, we offer colleagues a paid day to volunteer, which contributed to over 52,000 hours of community service in 2023 – a 150% increase from the previous year – demonstrating how our team actively contributes to making a positive difference.

Mandarin Oriental Vienna, Austria.

With new properties in regions like Japan, Rome, and Mexico, how does the group preserve the authentic local culture while maintaining Mandarin Oriental’s signature style and service?
Preserving local culture while delivering exceptional experiences is at the heart of Mandarin Oriental’s strategy. Each new property is thoughtfully designed to honour the unique heritage and traditions of its location, seamlessly blending cultural authenticity with our renowned style and service.

In Japan, a trio of boutique properties in Setouchi will celebrate the region’s rich traditions and history, immersing guests in the cultural landscape of the picturesque Seto Inland Sea. In Rome, we are crafting an exclusive villa experience set within ten 19th-century villas, surrounded by lush, landscaped gardens. This property will combine timeless elegance with proximity to the city’s extraordinary archaeological and cultural landmarks. Meanwhile, on Bali’s southern Bukit peninsula, we are developing a luxurious hideaway resort that reflects the island’s natural beauty and cultural essence, offering private residences for those seeking an exclusive retreat.

Each of these projects exemplifies Mandarin Oriental’s commitment to creating a harmonious balance – preserving local identity while delivering the legendary service and sophistication our guests have come to expect.

Mandarin Oriental Lake Como, Italy. Presidential Suite Bedroom.

Digital innovation is a key part of the growth strategy. Could you give us an insight into how new technologies, like the soon-to-be-launched app, will improve guest experiences and hotel operations?
Our new App is designed to elevate the guest journey from pre-arrival to departure. By streamlining processes and removing potential friction points, it will enable guests to enjoy a more intuitive and personalised experience.

A key feature is its focus on privacy and discretion. Guests will have the option to communicate with hotel teams privately, ensuring their needs are met with the utmost efficiency and care. Whether arranging bespoke experiences, making in-room requests, or managing their stay, the app will offer a level of convenience and personalisation that enhances both guest satisfaction and operational excellence.

Looking ahead, what do you see as the biggest opportunities and challenges in scaling Mandarin Oriental’s luxury offering across so many diverse new locations over the next decade?
The opportunities lie in increasing demand for experiential travel and the desire to both spend time with family and loved ones as well as occasions to reenergise and rejuvenate. The challenge will be in doing this in a sustainable and responsible way to respect and support the communities in which we operate.