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Case Study--Mandarin Oriental Hotel The company Established in Hong Kong in 1963, Mandarin Oriental Hotel Group is and international hotel investment and management group operating ten hotels in the Asia-Pacific region. The company manages each of these hotels and has significant ownership interests in all but Mandarin Oriental, San Francisco and the Phuket Yacht Club Hotel and Beach Resort, Thailand. Mandarin Oriental's overall corporate quality goal is to achieve a level of excellence that sets the group apart from all of its competitors in the eyes of customers, investors and staff. In order to achieve this level of excellence it strives for total customer satisfaction in its service delivery, and to consistently be a leader in the industry in terms of profitability and the creation of a rewarding working environment for all of its staff. The Mandarin Oriental Hotel has, from its creation, received recognition for providing a level of products and services of...

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