Mandarin Oriental’s New CEO: His Plan to Double the Size of the Luxury Hotel Brand

A year ago, Mandarin Oriental appointed Laurent Kleitman as Group CEO. Now, the venerable luxury hotel brand is poised for what it hopes will be accelerated growth — without sacrificing the attention to detail that has made it a favorite among the global elite.

Today, Mandarin Oriental manages 41 hotels, a number Kleitman intends to double. "There is room for more," he asserts, envisioning a "sweet spot" of "80 to 100 properties."

Kleitman has a pedigree in luxury goods, with previous roles at LVMH's Perfumes Christian Dior and Coty. "I've discovered a world of experiential luxury," he said to Skift in his first major interview as CEO. "Experience is what will define luxury in the future."

Laurent Kleitman became Group CEO of Mandarin Oriental Hotel Group in September 2023. Source: Mandarin Oriental. A New CEO's Plan

When asked about Mandarin Oriental's brand DNA, the Hong Kong-based executive recounts when he and his family were guests at the brand's Bangkok property restaurant more than two decades ago. It was a simple act — the discreet laundering and pressing of his young son's stained shirt after the boy had spilled tomato sauce on it during dinner — that wowed him.

"It stayed with me forever as an exceptional level of service delivery, an exceptional level of guest centricity."

Kleitman framed this anecdote as both origin story and mission statement for his tenure at Mandarin Oriental. His strategy is threefold: elevate the brand, accelerate portfolio growth, and drive innovation.

The spa pool at the newly opened Mandarin Oriental Mayfair in London. Source: Mandarin Oriental. Financial Backing

Mandarin Oriental is 80% owned