BUSINESS PROFILECORPORATEOVERVIEWMANDARIN ORIENTAL is the award-winning operator of some of the world’s most luxurious
hotels, resorts and residences.
Recognised for creating some of the world’s most sought-after properties, the Group offers
contemporary luxury with its signature oriental charm. Above all, Mandarin Oriental is renowned for
creating unique hotels through distinctive design.
Mandarin Oriental’s vision is to ‘A world of Fans’. To achieve this the Group invests in its exceptional
people and its facilities to maximise profitability and long-term value for all its stakeholders. Industry
and customer groups regularly recognise Mandarin Oriental for its outstanding, award-winning
service, its exceptional design and architecture, its innovative dining, holistic spas and wellness
facilities, and its quality management.
The Group was founded in 1963 with the opening of ‘The Mandarin’ in Hong Kong. In 1974, theGroup acquired 49% of Bangkok’s famous historic hotel, ‘The Oriental’, and the brand Mandarin
Oriental was born.
Over the past sixty years, the Group has grown from its Asian roots into a global brand, operatingin major cities and resort destinations, with a strong pipeline of properties under development.
In addition to hotels and resorts, the Group operates The Residences at Mandarin Oriental,
which offer discerning home owners a unique lifestyle with the best of both worlds: the comforts
of a private residence combined with privileged access to the amenities and legendary serviceof the the brand. In 2022 the Group launched Mandarin Oriental Exclusive Homes,a hand-picked collection of the world’s most luxurious private homes, delivering
exceptional Mandarin Oriental experiences.

AN INTRODUCTION
A Level of Excellence
Mandarin Oriental Hotel Group is committed to sustaining profitability and long-term
shareholder value. The company’s significant advantages include impressive global brandrecognition, focused, proprietary management systems and strong financial resources and controls.
Our mission, which is toto delight and inspire our fans at every opportunity, helps to distinguish
us in the eyes of our customers, colleagues and partners. In addition, our guiding principles ensurethat we operate to the highest standards in all facets of our business.
We are an innovative leader in the hotel industry, and as such we continually improve the quality
and relevance of our products and services to ensure that the brand remains relevant to today’s
audience.

Legendary Quality Experiences
Mandarin Oriental hotels have a long-standing reputation for excellent guest service. A welldefined and energised company culture enhances the efforts of all Mandarin Oriental colleagues
to continually improve the service they provide their guests. This focus on quality management
and continuous improvement has led the Group to develop systems and processes which guide
generations of management in their efforts to pursue excellence.
The most significant of these systems is our ‘Legendary Quality Experiences’ that set Mandarin
Oriental apart from other companies. Implemented in all hotels, these guidelines focus on
experiences rather than basic luxury standards, and are regularly reviewed in response to guests’
ever-changing requirements.

Delighting Our Guests
Mandarin Oriental’s mission is to “delight and inspire our fans at every opportunitycompletely”
Customer satisfaction levels are consistently tracked through a variety of sophisticatedresearch techniques. Comparative studies allow the Group to determine customers’ changing
expectations and market trends to ensure improvement at each hotel.
Independent market research provides Mandarin Oriental with the ability to customise thedesign of its services and products to meet the needs of today’s demanding travellers. By being
open to new influences and listening closely to its customers, the Group has introduced many
innovative ideas; from extraordinary dining experiences, to spas and wellness centres.
In addition, the Group’s Fans of M.O. guest recognition programme allows us to better
recognise our guests whenever they stay at any of our hotels worldwide, and ensures a stay thatis personalised to their preferences.

A Commitment to Colleagues
Among the most important factors in the future success of the Group is the recruitment,
retention and motivation of the best people in the industry. Mandarin Oriental’s colleagues
are the Group’s internal customers and are provided exemplary training in a motivating work
environment, with meaningful career planning and opportunities for personal development.

Advancing Sustainability
As a leader in luxury hospitality for over 60 years, the Group is well recognised for delivering service excellenceand operating our hotels and residences in responsible and sustainable ways. We are a supporter of the United
Nations Sustainable Development Goals, and as well as further reducing our energy, water, waste, and carbon
emissions, we have successfully eliminated all single-use plastics across our hotels. Other initiatives are outlinedin the company’s latest Sustainability Report, and are supported by the dedication and hard work of Mandarin
Oriental’s 12,500 colleagues who continue to identify impactful ways to respond to local community andenvironmental needs.

The Spas at Mandarin Oriental
The Spas at Mandarin Oriental provide all-encompassing wellness experiences in state-of-the-art facilities at allof the Group’s properties worldwide. Sophisticated spa products and treatment rituals offer a complete holistic
experience that goes well beyond simply delivering massages to tired bodies. Other wellness disciplines include:
personal fitness training, nutrition counselling, yoga, tai-chi, meditation, beauty and relaxation therapies andheat and water experiences. This is combined with Mandarin Oriental’s signature spa line, which includes
aromatherapy-based body and bath oils, tea-infusions and an oriental inspired music collection.

Restaurants and Bars
Mandarin Oriental hotels are renowned for their excellence and innovation in food and beverage. Many of
the world’s most prestigious chefs, including well-known celebrity chefs have opened restaurants in Mandarin
Oriental hotels. The Group is also acknowledged for developing young and enthusiastic culinary talent – manyof whom have gone on to achieve award recognition.
This commitment to culinary experiences is a key strategy for the company, and many of the Group’s restaurants
feature highly in global culinary rankings. Mandarin Oriental currently holds 28 Michelin stars across 18
restaurants. The Group is also known for its creative restaurant and bar design that frequently deploys the talentsof internationally acclaimed architects and interior designers such as Adam Tihany, Antonio Citterio and Tony
Chi. Each design remains true to Mandarin Oriental’s standards of excellence and attention to detail.

The Residences at Mandarin Oriental
Elegant apartments or villas attached or located close to Mandarin Oriental hotels in key destinations provide
an exclusive extension to the Group’s luxury hotel experience. Through the provision of bespoke benefits, theowners of these private homes are treated as valued guests, and enjoy the exceptional services and amenities
provided by the hotels. This includes access to 24-hour room service, an array of concierge, housekeeping andvalet services, as well as a wide range of dining, entertainment and wellbeing facilities.

Mandarin Oriental Exclusive Homes
A collection of the world’s most luxurious private homes, inspected by Mandarin Oriental to ensure the utmost
quality and safety standards and strategically located in prime leisure destinations, these homes can only
be booked as part of Mandarin Oriental’s exclusive collection. From the initial booking process through todeparture, a dedicated concierge is on hand to assist with pre-arrival requests and to arrange local experiences
and transportation. Private, on-demand culinary experiences, luxurious housekeeping, Mandarin Oriental
amenities and family-friendly activities form part of the offer.

New Hotel Development
Mandarin Oriental has accelerated its growth in recent years by developing its brand in strategic locations
around the globe. Prospective transactions are carefully evaluated to ensure each project will satisfy soundfinancial underwriting criteria and will be carried out with partners and owners committed to, and aligned with,Mandarin Oriental’s vision, mission and objectives.
The Group’s development, feasibility and technical teams are focused on selective city and resort opportunities in
key locations worldwide, to provide the Group with a balanced geographic global presence.

Architecture, Design and Technical Services
Mandarin Oriental’s Technical Services Department comprises personnel who possess extensive experiencein luxury hotel design, construction and engineering. This team of experienced professionals also oversees
the maintenance, repair and renovation of existing properties and the planning, design and construction of
new hotel projects. For both new hotels and existing properties, emphasis is placed on providing a quality
environment for guests and utilising state-of-the-art technology for energy and water conservation, maintenanceof sophisticated life safety systems and the continuous enhancement of sustainable business practices. The
Group regularly works with a broad spectrum of internationally qualified design and project management
consultants to achieve superior results.

Technology
Mandarin Oriental’s core systems are equipped with the most advanced, efficient and seamless technology
available which serves to enhance a guest’s stay.

Sales and Marketing
Mandarin Oriental invests behind its brand to ensure it is well recognised amongst the world’s affluent
travelling community, as well as the travel industry at large.

Market Positioning
Careful research is undertaken to determine how each property can maximise its revenues in the context ofspecific market characteristics and the competitive environment in which it operates. This information is thenused to establish key performance objectives for each property.

Brand Marketing
The Group’s marketing investments provide maximum impact for the brand. A highly visible international
advertising campaign features celebrities who are ‘fans’ of the Group and regularly use the hotels around theworld. Global lifestyle print and online publications feature informative earned articles about the individual
hotels and brand, supported by a strong network of PR agencies in key global markets. Photography,
videography and brand identity design are carefully curated for each hotel.

Customer Relationship Management
Using a sophisticated database management system, Mandarin Oriental tracks guest preferences and behaviours
as well as frequency of stay, spending patterns and multiple property usage. The Group’s guest recognition
programme, Fans of M.O. offers members a more personalised stay and recognition, plus complimentary
benefits and privileges. In addition, the company regularly communicates with its key customers throughtailored messages and relevant offers. Performance is continuously monitored, and leisure marketing campaigns
are customised to drive local and global demand.

Partnership Marketing
Mandarin Oriental actively aligns with like-minded luxury brands to gain access to high-net-worth individuals
and forge profitable relationships with new consumers. Innovative marketing partnerships with global brands
increase brand awareness and build revenues for all properties.

Digital Marketing
The Group’s website features comprehensive and content rich information on each of its luxury properties
worldwide. Websites are available in multiple languages and can be viewed seamlessly on all devices.
An enhanced online booking process enables guests to easily book rooms and experiences, while extensive,ROI-driven, search and digital marketing strategies help the brand stay visible and top of mind among luxury
travellers.

Social Media
Mandarin Oriental has a comprehensive and growing global social media strategy that engages directly with
consumers both at the Group and property levels on all relevant social media channels. Mandarin Oriental
actively monitors online sentiment and pursues a unique approach to each market while still maintaining aconsistent brand presence worldwide.

Sales
Mandarin Oriental has established its own set of sales systems to optimise the revenue per available room inall hotels and to measure the efforts of its sales force. The Group’s global sales force is located throughout theworld’s major markets, and the provision of worldwide reservations channels and our expertise in revenue
management, further contributes to the company’s successful sales results.

Reservations and Online Capabilities
The Group utilises sophisticated technology to connect to major global distribution channels and online travelsites that are used by travel planners and consumers alike. Toll-free telephone reservation numbers are alsooffered in significant source markets globally, as well as an online call back service if requested.

Revenue Management
Using sophisticated yield management systems and tools, Mandarin Oriental guides on and off property
revenue management efforts of pricing, inventory, selling and distribution strategies in order to drive future
revenue generation. By analysing business dynamics and market trends the Group’s hotels are positioned as
market leaders.

“Mandarin Oriental portfolio is so synonymouswith contemporary luxury that it’s easy toforget the story began way back in 1960 withthe construction of The Mandarin in Hong Kong.
This glittering property is still the jewel in thecrown, and the levels of service and attention todetail continue to influence the rest of the group— and rival hotel brands worldwide.

””

Conde Nast Traveller, UK“

Mandarin Oriental was always a solid bet
for attention to detail and exemplary service.
The smiling, attentive staff, who look like they
actually want to be there, are a reminder ofwhat hospitality is all about; they make you feel
welcome as soon as you walk through the door,
and the overall impression is that no request
is too much. There’s a risk sometimes that thehigh-end veers into snootiness, but here it justfeels friendly and personable.

”

Financial Times“As soon as you enter Mandarin Oriental Ritz,
Madrid, you fall under the spell of this iconic
hotel. The welcome and the quality of the service
are exceptional. A caring staff for a five-star stay.

”

Elle Decoration Oriental, France“

Mandarin Oriental Hyde Park, London has kept
hold of its historic charm despite the modern
makeover. A gracious and unstuffy grande dame.

”

Conde Nast Traveller, UK

DIRECTORS’PROFILESMandarin Oriental Hotel Group Limited is the operating subsidiary of Mandarin Oriental International Limited,
responsible for the operational management of the Group and its individual hotel properties.
The following are the Executive Directors of Mandarin Oriental Hotel Group Limited:..................................................................................

Laurent Kleitman
Group Chief Executive
Laurent Kleitman was appointed Group Chief Executive of Mandarin Oriental Hotel Group in
September 2023.
A seasoned leader in the world of luxury lifestyle brands, Laurent’s career spans over 30 years insenior leadership roles with global corporations including Unilever, Coty and LVMH. Laurent
has been responsible for the strategic direction and growth of many iconic global brands acrossEurope, the Americas and Asia and has been based in New York, London, Paris, Milan, Moscow
and Bangkok. Before joining Mandarin Oriental, Laurent served as President and Chief Executiveof Parfums Christian Dior, the largest LVMH beauty business, successfully guiding the brand’stransformation and fast development in the fragrance, make-up, skincare and spa categories.
He is a French national and a graduate of Reims Management School and is now based in theGroup’s Hong Kong office.

Matthew Bishop
Chief Financial Officer
Matthew Bishop was appointed Chief Financial Officer of Mandarin Oriental Hotel Group in
September 2021.
A Chartered Accountant, he joined the Jardine Matheson Group, of which Mandarin Oriental
is a part, in 2009. Matthew has worked in Hong Kong and the UK in a variety of senior financeroles in Jardine Pacific, Jardine Technology Holdings and Jardine Motors Group. Before joining
Jardines he spent 4 years in banking and 6 years at the British Foreign and Commonwealth Office.
Matthew’s most recent position was as Group Treasurer for Jardine Matheson.
He is based at the Group’s Hong Kong office.
..................................................................................

Christoph Mares
Chief Operating Officer
Christoph Mares is Chief Operating Officer, responsible for global hotel operations as well as
overseeing the operational functions of Food and Beverage, Rooms and Quality and Spa andWellness.
Christoph has over 25 years’ experience in luxury hotel management around the world. He firstjoined Mandarin Oriental in 2000, and held senior management positions in the London, Paris andMunich hotels. In 2008, he joined Emaar Hospitality Group LLC as Chief Operating Officer. He
returned to Mandarin Oriental in 2009 as Executive Vice President, Operations Director, EMEA
and India and was promoted to Chief Operating Officer in 2018. Christoph is based at the Group’s
Hong Kong office.

Kieren Barry
Group Counsel
Kieren Barry is Group Counsel, responsible for overseeing all aspects of the Group’s legal services
worldwide. He joined Mandarin Oriental in 2006 and is based at the Group’s Hong Kong office.
Prior to joining the Group, Kieren worked in private practice as a litigator then commercial
property lawyer, moving in-house as Senior Legal Counsel for all Intercontinental, Crowne Plazaand Holiday Inn hotels in Asia Pacific, and later as General Counsel for an international sports andleisure group in Switzerland.
Kieren holds degrees in Classics and Law from Auckland University, and is admitted to the High
Court of New Zealand as a Barrister and Solicitor.
..................................................................................

Amanda Hyndman
Group Chief People Officer
Amanda joined Mandarin Oriental in 2007 and is Group Chief People Officer, responsible forestablishing, implementing and evaluating global HR strategies for the Group.
Prior to this, she was Area Vice President Operations for Mandarin Oriental’s iconic flagshipproperty in Hong Kong, overseeing hotels in Southern China and previously in Northern Europe,and has held General Manager roles at Mandarin Oriental properties in Hong Kong, London,
Bangkok and Washington DC.
In 2020, Amanda was appointed Group Director of Quality & Rooms, supporting all aspects of theGroup’s operational service standards as well as Rooms Division.
Her career spans over 30 years in the industry, having previously held senior management roles with
luxury hotel brands in the UK. A British national, she holds a BA (Hons) in Hotel Managementfrom the University of Strathclyde. Amanda was voted Hotelier of the Year at 2019 Virtuoso Best of
the Best Awards.
Amanda is based at the Group’s Hong Kong corporate office.

Vincent Marot
Chief Technical Services Officer
Vincent Marot is Chief Technical Services Officer responsible for all aspects of technical services forhotels under operation and development. Vincent joined Mandarin Oriental in 1996 and has held
a variety of senior management positions at Mandarin Oriental hotels. He was appointed Regional
Director of Technical Services, EMEA based in France in 2008 and was promoted to his current
role in 2012. He is now based at the Group’s Hong Kong office.
Vincent has over 25 years of experience in hotels and resorts’ technical services. Prior to joining
Mandarin Oriental, he spent six years with Club Med as a Director of Engineering, and four years
as Chief Engineer and Property Manager for high-rise condominiums in the United States.
Vincent holds a Diploma in Mechanical Engineering and a Graduate Certificate in Business
Management from the Royal Melbourne Institute of Technology University.
..................................................................................

Francesco Cefalú
Chief Development Officer
Francesco Cefalú is the Chief Development Officer responsible for Mandarin Oriental’s global
development strategy of luxury hotels and residential projects, supporting the company’s growthobjectives and ensuring the brand is well-represented in the world’s most desirable destinations.
He joined Mandarin Oriental in 2016 as the Regional Development Director for EMEA, andhas since led the Group’s development strategy in the region, resulting in projects including Lake
Como, Riyadh, Mallorca, Zurich, and Tel Aviv.
Francesco has extensive experience in hospitality real estate, including hotel management contracts,
company investments, and residential agreements. In his previous roles, he worked for brands suchas Four Seasons Hotels & Resorts and Hilton Worldwide, with management positions in Brazil,
Italy, and the UK. Francesco is an Italian national and graduated from Bocconi University in Milanwith a degree in Economics. He holds an MBA from Harvard Business School in Boston. Francesco
remains based at the Group’s London corporate office.

Mandarin Oriental Hotel Group
Contact Addresses
Mandarin Oriental Hotel Group
Corporate Office
8/F One Island East
Taikoo Place, 18 Westlands Road
Quarry Bay, Hong Kong
Telephone +852 2895 9288

London Corporate Office
5th Floor
110 High Holborn
London WC1V 6JS, United Kingdom
Telephone +44 (0) 20 7908 7888

Geneva Corporate Office
Quai Turrettini 1
Geneva 1201
Switzerland
Telephone +41 (22) 909 0300

Mandarin Oriental Management (USA) Inc.
2500 Dallas Hwy.
Suite 202-225
Marietta GA 30064, USA
Telephone +1 (404) 836 8020
888 Seventh Avenue
Suite 510
New York, New York 10106, USA
Telephone +1 (212) 207 8880

mandarinoriental.com