Mandarin Oriental
Manager, Loyalty Operations
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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
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As Manager, Loyalty Operations, We Expect From You
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- 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.
MOstay
As a member of the #MOfamily, enjoy complimentary nights and special colleague rates across our global portfolio.
Health & Colleague Wellness
We offer a variety of programmes to support your wellbeing and work-life balance.
Retirement Plans
We provide competitive retirement benefits based on your role and length of service.
We’re Fans. Are you?
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
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