{"id":37935,"date":"2018-09-03T10:00:19","date_gmt":"2018-09-03T09:00:19","guid":{"rendered":"https:\/\/www.luxury-hotel-expert.com\/?p=37935"},"modified":"2025-03-24T21:59:33","modified_gmt":"2025-03-24T21:59:33","slug":"digital-technology-mandarin-oriental","status":"publish","type":"post","link":"https:\/\/delporte-hospitality.com\/en\/digital-technology-mandarin-oriental\/","title":{"rendered":"Digital Technology at the Mandarin Oriental"},"content":{"rendered":"<p style=\"text-align: justify;\">I attended the 2017 edition of the ILTM Conference in Cannes. Over the course of the program, I sought out numerous hoteliers and hospitality experts to discover the latest emerging themes and challenges in the luxury hotel industry.<\/p>\n<p style=\"text-align: justify;\">One theme that has fascinated me over the years is the subject of digital technology. It is a controversial term in the luxury hotel universe, which has traditionally centered around human touch and would thus ostensibly resist the digitalization of the unique service that defines luxury hospitality.<\/p>\n<p style=\"text-align: justify;\">During the conference, I was eager to discover how different brands chose to approach the issue of digital technology. Below you will find my conversation on the subject with Michael Hobson, Chief Marketing Officer at the Mandarin Oriental.<\/p>\n<h2 style=\"text-align: justify;\"><strong>What is your vision in terms of digital technology and guest experience in your rooms?<\/strong><\/h2>\n<p style=\"text-align: justify;\">I think all the hotel groups struggle with this issue of a seamless connected guest experience from beginning to end. It sounds very simple to get it done\u2014you create a guest app, etc\u2026but it\u2019s the connectivity of all the ecosystems that every hotel then has to deploy for guest services. When you are managing other people\u2019s hotels, you then have to convince others to invest behind that technology in order to create a brand standard across all hotels. The hotels that are under our control or that we own, since we own 40% of what we operate, it\u2019s relatively easy because these are our investments. When it becomes other people\u2019s investments, it takes a little bit longer.<\/p>\n<p style=\"text-align: justify;\">We\u2019ve got a good digital team. We\u2019ve completely operated, refurbished and regenerated our website experience. We\u2019re seeing bookings coming directly to us. Our goal is to have a seamless guest experience from a guest app all the way through to complete the best journey from beginning to end. It\u2019s an iterative process, and we\u2019re still working through it.<\/p>\n<p style=\"text-align: justify;\">#ILTM #luxuryHotel #delportehospitality<\/p>\n<figure id=\"attachment_38068\" aria-describedby=\"caption-attachment-38068\" style=\"width: 818px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-38068 size-full\" src=\"https:\/\/delporte-hospitality.com\/wp-content\/uploads\/Mandarin-Oriental-Taipei-Room.jpg\" alt=\"\" width=\"818\" height=\"614\" srcset=\"https:\/\/delporte-hospitality.com\/wp-content\/uploads\/Mandarin-Oriental-Taipei-Room.jpg 818w, https:\/\/delporte-hospitality.com\/wp-content\/uploads\/Mandarin-Oriental-Taipei-Room-768x576.jpg 768w\" sizes=\"auto, (max-width: 818px) 100vw, 818px\" \/><figcaption id=\"caption-attachment-38068\" class=\"wp-caption-text\">Mandarin Oriental &#8211; Taipei &#8211; Room<\/figcaption><\/figure>\n<p style=\"text-align: justify;\">\n","protected":false},"excerpt":{"rendered":"<p>I attended the 2017 edition of the ILTM Conference in Cannes. Over the course of the program, I sought out numerous hoteliers and hospitality experts to discover the latest emerging themes and challenges in the luxury hotel industry. One theme that has fascinated me over the years is the subject of digital technology. It is [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":38067,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_uag_custom_page_level_css":"","footnotes":""},"categories":[158],"tags":[],"class_list":["post-37935","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-hotel-strategy"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Digital Technology at the Mandarin Oriental - DELPORTE Hospitality<\/title>\n<meta name=\"description\" content=\"Drawing from his strategic and operational experience in luxury hotels, Laurent DELPORTE unearths the latest trends about digital Technology at the Mandarin Oriental\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/delporte-hospitality.com\/en\/digital-technology-mandarin-oriental\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Digital Technology at the Mandarin Oriental - DELPORTE Hospitality\" \/>\n<meta property=\"og:description\" content=\"Drawing from his strategic and operational experience in luxury hotels, Laurent DELPORTE unearths the latest trends about digital Technology at the Mandarin Oriental\" \/>\n<meta property=\"og:url\" content=\"https:\/\/delporte-hospitality.com\/en\/digital-technology-mandarin-oriental\/\" \/>\n<meta property=\"og:site_name\" content=\"DELPORTE Hospitality\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/delportehospitality\" \/>\n<meta property=\"article:published_time\" content=\"2018-09-03T09:00:19+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-03-24T21:59:33+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/delporte-hospitality.com\/wp-content\/uploads\/Mandarin-Oriental-Taipei-Exterieur.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"818\" \/>\n\t<meta property=\"og:image:height\" content=\"614\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Laurent delporte\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@laurentdelporte\" \/>\n<meta name=\"twitter:site\" content=\"@laurentdelporte\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Laurent delporte\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/delporte-hospitality.com\/en\/digital-technology-mandarin-oriental\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/delporte-hospitality.com\/en\/digital-technology-mandarin-oriental\/\"},\"author\":{\"name\":\"Laurent delporte\",\"@id\":\"https:\/\/delporte-hospitality.com\/en\/#\/schema\/person\/52214e1f2397e33e406d2bbe1de33b19\"},\"headline\":\"Digital Technology at the Mandarin Oriental\",\"datePublished\":\"2018-09-03T09:00:19+00:00\",\"dateModified\":\"2025-03-24T21:59:33+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/delporte-hospitality.com\/en\/digital-technology-mandarin-oriental\/\"},\"wordCount\":344,\"publisher\":{\"@id\":\"https:\/\/delporte-hospitality.com\/en\/#organization\"},\"image\":{\"@id\":\"https:\/\/delporte-hospitality.com\/en\/digital-technology-mandarin-oriental\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/delporte-hospitality.com\/wp-content\/uploads\/Mandarin-Oriental-Taipei-Exterieur.jpg\",\"articleSection\":[\"Hotel Strategy\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/delporte-hospitality.com\/en\/digital-technology-mandarin-oriental\/\",\"url\":\"https:\/\/delporte-hospitality.com\/en\/digital-technology-mandarin-oriental\/\",\"name\":\"Digital Technology at the Mandarin Oriental - 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