Taikoo Place Insiders: Amanda Hyndman of Mandarin Oriental, Hong Kong

Travel, finally, is back, and it seems like everyone in Hong Kong is planning a trip. (Meanwhile, hotels and restaurants and other businesses are bracing for an influx of travellers coming to visit us!). It seems like a good moment to take stock of where the travel industry is headed after a long pandemic hiatus. Look no further, as we have one of the most distinguished names in the luxury travel industry right here in our Taikoo Place community–the Mandarin Oriental Hotel Group.

In this month’s Taikoo Place Insider, Mandarin Oriental, Hong Kong's general manager, Amanda Hyndman, shares her thoughts on how travel has changed for the post-pandemic traveller–and how the concept of “luxury travel” is evolving as a new generation packs its bags.

We’re finally seeing a nearly full return to travel after three years of pandemic disruption. What is the most immediate concern for you, from a hospitality and marketing perspective, as free travel resumes again?

We are truly optimistic and we have absolute confidence the HK tourism industry will progressively recover. And we’re very focused on getting ready for that resurgence of stronger demand.

How do you think that the pandemic experience has changed luxury hospitality?

The pandemic certainly shook some of the traditional aspects of the luxury industry. But the demand for genuine heartfelt interactions, a true sense of authenticity and the passion to travel does not change – in fact it is stronger than ever before. The world has changed and we have to change as well. When we learn from experience, we only grow stronger.

Sustainability in travel was a concern pre-COVID but it feels as if it has really gained traction over the last years, as people in over-touristed communities have had time to take a breath and re-imagine life in a different way.
Aside from the usual and now commonplace menu of eco-friendly hotel fixes (like not reusing towels and sheets, lowering electricity use, etc) what other areas of hospitality do you think can be re-invented (or even eliminated) to bring down the carbon footprint?

Acting with Responsibility has always been one of our Guiding Principles, and we are fully committed to improving our environmental footprint. In 2022, we met our ambitious goal of single-use plastic elimination and we continue to responsibly manage our environmental impacts and set measurable targets in energy saving, waste management and responsible procurement. In F&B, we stopped serving endangered seafood identified by WWF and also achieved 100% responsibly sourced coffee, tea, vanilla and cocoa.

Do you see a change in how luxury travel and hospitality is being marketed – and to whom — post-COVID?

The power of influencer marketing, social media, and other digital channels changes everything– from how we choose destinations to how we share information about our trips. Digital innovation has disrupted the global luxury market in diverse ways as consumers expect luxury brands to deliver beyond physical product offerings. Experiential luxury stands out in the social media age, because it isn’t just a pleasurable memory: it’s a shareable one. We pursue our wanderlust for different reasons: some travel to explore the finer things in life, others are looking to discover gastronomic delights, or uncover hidden gems and unique destinations All in the search for authenticity and exclusivity.

Hong Kong was particularly impacted as a travel destination during the COVID years, due to the long quarantines. How is MO planning to revive and reinvigorate its “home” base?

This year is the 60th anniversary of Mandarin Oriental, Hong Kong. When the hotel opened its doors in 1963 it was the tallest building in Hong Kong. We have a year of programming to celebrate our milestone celebration. We’re excited to be back again, and to welcome our guests back to Hong Kong