Mandarin Oriental Unveils Enhanced Guest Recognition Program and Mobile App

Mandarin Oriental Hotel Group has introduced an improved guest recognition program and a new mobile app, signaling a shift towards more personalized guest experiences and seamless digital connectivity.

The Mandarin Oriental Hotel Group has announced the launch of two new initiatives to enhance the guest experience and facilitate seamless digital connectivity. The initiatives include an upgraded guest recognition program and an industry-leading mobile application.

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

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.