People First, Excellence Always – How Mandarin Oriental, Bangkok Builds Hospitality from Within
At Mandarin Oriental, Bangkok, exceptional hospitality begins with the colleague experience. How does the hotel inspire its colleagues to consistently deliver world-class service?
At a glance
Year Founded
1876
Location
Bangkok, Thailand
Number of Employees
∼ 930
Abstract
Mandarin Oriental, Bangkok exemplifies how hospitality is built from within by placing colleagues at the center of organizational strategy. As one of Thailand’s most iconic hotels, the property has earned enduring guest loyalty through deeply personalized service rooted in long-tenured, highly engaged colleagues. This case study examines how Mandarin Oriental, Bangkok designs and sustains a human-centered culture through strategic human resource management practices led by its People and Culture department.
The case study explores how the hotel embeds five core VALUES – Exceptional, Growth, Teamwork, Respect, and Responsibility – into everyday behaviors, as well as how colleagues' long-term skill development creates a strong learning and relationship curve that enables exceptional guest experiences. It invites learners to evaluate how people-first strategies benefit competitive advantage and to consider strategic options for preserving a human-centered culture while adapting to demographic shifts and technological changes in the hospitality industry.
Cover Photo: Courtesy of Mandarin Oriental, Bangkok
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(1) Regarding Case Study Content: This case study is based mainly on secondary data and analysis of publicly available information unless otherwise stated, and is intended solely for educational purposes. Any opinions expressed by the author(s) are designed to facilitate learning discussion and do not serve to illustrate the effectiveness of the company. Additionally, banner images and logos used in the case study are intended for visualization in an educational setting and it is not used to represent or brand the company. For any dispute regarding the content and usage of images and logos, please contact the team.
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