At a Glance
- Tasks: Lead the operational delivery of our exclusive loyalty programme and ensure exceptional member experiences.
- Company: Join the prestigious Mandarin Oriental, known for luxury and legendary service worldwide.
- Benefits: Enjoy complimentary stays, wellness programmes, and competitive retirement benefits.
- Other info: Opportunities for career growth and a supportive work environment.
- Why this job: Be part of a dynamic team that values integrity, growth, and exceptional service.
- Qualifications: 5+ years in hospitality operations with experience in loyalty programmes and management.
The predicted salary is between 50000 - 65000 £ per year.
Mandarin Oriental is looking for a Manager, Loyalty Operations to join our Customer Experience team. Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.
Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world's most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.
About the job:
Based at the Mandarin Oriental, London Corporate Offices, within the Customer Experience Department in London, the Manager, Loyalty Operations is responsible for leading operational delivery of the Fans of M.O. loyalty programme - ensuring flawless on-property fulfilment of member benefits, consistent hotel onboarding, and exceptional Collective experiences across the portfolio.
As Manager, Loyalty Operations, you will be responsible for the following duties:
- Owning operational delivery of member benefits (breakfast, F&B credits, amenities, partner benefits) and maintaining SOPs to ensure consistent fulfilment across all properties.
- Leading the onboarding of new hotels into the Fans of M.O. programme, including operational readiness checklists, benefits mapping, systems access, pre-launch training and go-live support.
- Creating, maintaining and version-controlling all training materials and playbooks - including e-learning modules, quick reference guides, SOPs and manager toolkits - for property teams globally.
- Establishing and managing the Fans of M.O. Hotel Champions community through structured engagement cadences, forums, newsletters and training clinics, and using frontline feedback to drive continuous improvement.
- Supporting the design to delivery lifecycle for Collective experiences: operationalising concepts with hotels and partners, producing event runbooks, confirming resource and SLA requirements, and leading onsite and virtual readiness checks.
- Partnering with Quality and Regional Operations teams to embed Fans of M.O. standards into quality frameworks, audits and operational scorecards, and co-developing inspection criteria and remedial action plans.
- Managing the benefit reconciliation process and coordinating the year-end true up with Finance, including data validation, cost ledger review and audit support.
- Acting as the primary liaison for properties on operational enquiries, escalations and onsite audits, and leading corrective action plans for repeated exceptions.
- Implementing and monitoring Ops SLAs across response times, fulfilment accuracy and dispute resolution, in alignment with Quality KPIs.
- Overseeing third party fulfilment partners and event vendors to ensure contracted SLAs and brand standards are met.
- Producing monthly operational reporting for the Head, Fans of M.O., Finance and Quality teams, covering benefit cost variances, onboarding status, training completion, Collective experience outcomes and incident logs.
As Manager, Loyalty Operations, we expect from you:
- 5+ years' hospitality operations experience, with a demonstrable background in loyalty programme delivery, hotel operations or a comparable field; 2+ years in a management role preferred.
- Proven experience onboarding hotels or managed/franchise properties and delivering scalable training programmes.
- Experience operationalising events or curated experiences, with strong familiarity with event runbooks and partner coordination.
- Experience working with Quality Assurance and Regional Operations teams to drive consistent service standards and remedial actions.
- Strong working knowledge of hotel P&L drivers and the accounting treatment of benefit costs, with experience supporting Finance on reconciliations and true ups.
- Excellent stakeholder management skills across Hotels, Regional Ops, Quality, F&B, Finance and Legal.
- Exceptional written and verbal communication skills, including experience producing e-learning content and training materials.
- Proficiency in MS Excel and operational reporting; familiarity with PMS (Opera/Oracle or equivalent) and F&B POS systems.
- High standards of discretion and commitment to guest confidentiality.
Our commitment to you:
- Your success is our success. We craft unique learning pathways to support your career growth.
- As a member of the MOstay, enjoy complimentary nights and special colleague rates across our global portfolio.
- We offer a variety of programmes to support your wellbeing and work-life balance.
- We provide competitive retirement benefits based on your role and length of service.
We're Fans. Are you?
Manager, Loyalty Operations employer: Mandarin Oriental Hotel Group Limited
The Mandarin Oriental Hotel Group Limited is an exceptional employer, offering a vibrant work culture in the heart of London that fosters innovation and collaboration. Employees benefit from a competitive package, continuous professional development opportunities, and unique perks that enhance both personal and career growth, making it a rewarding place to thrive in the hospitality industry.
Contact Details:
Mandarin Oriental Hotel Group Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Loyalty Operations
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We think you need these skills to ace Manager, Loyalty Operations
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Mandarin Oriental Hotel Group Limited and how your skills can contribute to our team's success. We're after that genuine connection!
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How to prepare for a job interview at Mandarin Oriental Hotel Group Limited
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
