Macao’s hospitality scene has witnessed tremendous change, but one name has been locally synonymous with the highest standards of service and luxury for more than 40 years: Mandarin Oriental.
The storied brand first made its appearance in the city in 1984, opening a lavish property by the Outer Harbour Ferry Terminal under the name Excelsior. It was subsequently renamed the Mandarin Oriental, Macau, and quickly became a focal point of local society, its soaring lobby playing host to a Who’s Who of the city.
After many years, it was realised that visitors and the local community would be better served from a new location – one that could offer the very latest facilities and standards of accommodation to meet the rapidly evolving needs of travellers. A decision was made to relocate the hotel to a lavish new home at the peninsula’s One Central complex, on the shore of Nam Van Lake, and the hotel opened its doors there in 2010.
Today, the Mandarin Oriental, Macau, is celebrating 15 years at its present location, upholding the standards of innovative hospitality and Asian service that are the brand’s hallmark. The milestone follows the 60th anniversary of the Mandarin Oriental, Hong Kong, which was celebrated last year, and takes place just before the storied Mandarin Oriental, Bangkok marks its 150th in 2026.
What remains unchanged is the appeal that the Mandarin Oriental, Macau continues to have among visitors, and its central role in Macao society itself, where it remains a place for a casual rendezvous, all-important business meetings, and the celebration of life’s milestones.
One proud MO family
At the heart of the Mandarin Oriental, Macau is a dedicated team of over 200 people. Among the staff, there is an approach based on collaboration, positive reinforcement, and genuine care, explains Gloria Ma, the property’s Director of People and Culture. “To be able to look after our guests, it’s important we look after each other too.”
Since joining Mandarin over three decades ago, Ma has played a pivotal role in shaping a talent development strategy based on both continuous learning and employee wellness. At the same time, “the group fosters a culture of exploration, broadening perspectives through engaging projects and challenging assignments,” she says.
Yoga classes, expert-led nutrition talks, and hiking excursions foster a sense of community among the hotel staff. Charitable initiatives, such as those that took place following the devastating Hato typhoon in 2017 and throughout the Covid-19 pandemic, have further strengthened team bonds. “At first, people only talked about work whenever we got together. I’ve noticed they now share more about their families, passions, and goals… this is what happens when the hierarchical structure flattens,” the Macao-born executive shares.
A self-professed “brand lover”, Ma still remembers the city-wide excitement ahead of the opening in 2010. Now, as the hotel gears up to celebrate its 15th anniversary, the excitement is once again palpable within its elegant corridors.
An urban retreat with a deep sense of place
“Our hotel in Macao became a destination in its own right. The team has turned fans into advocates who share their love for the city,” says Franck Droin, the hotel’s General Manager.
Over the years, guests have been able to experience Mandarin’s brand of unscripted, personable service firsthand. Team members often know guests by name and remember their preferences, making each interaction feel genuine and intentional. Guests have come to recognise them too. Among many others, there’s Joyce Feng, a young butler adept at anticipating guests’ needs, and Ann Seva, Vida Rica Bar’s Philippines-born mixologist, who is carving out her place as a skilled professional in the region.
This approach, along with its luxe interiors and sophisticated ambience, has earned the property many fans. Dignitaries, business executives, and families from around the globe are among the guests who have stayed at its 213 guest rooms and suites over the last 15 years.
They increasingly seek authentic travel experiences and to have contact with local culture, explains Droin, who joined the group 9 years ago. That’s something the Mandarin Oriental, Macau can certainly provide.
As part of its commitment to fostering local culture – and to celebrate its 15-year milestone – the property recently hosted a Chinese art exhibition, Modern Vision, Timeless Technique, featuring the works of local female artists Tsang Tseng Tseng and Leong Kit Ma. Other initiatives to mark the anniversary include a range of exclusive offers for its guests, including the Discover Macau experience, featuring a four-hour city tour accompanied by a personal photographer to capture guests’ best Macao moments. The guiding light is to give guests a true sense of place.
Naturally, a commitment to sustainability is part of the hotel’s connection with the SAR. Earlier this year, in a bid to promote both sustainable dining and Macanese gastronomy, Executive Chef Giulioantonio Di Sabato invited Hans Rasmussen, head of UTM’s food and beverage division, for a pop-up of sustainably crafted Macanese dishes at Vida Rica Restaurant. Di Sabato has also cultivated a vertical garden that guests enjoy visiting, picking fresh herbs to be served in their dishes, while the hotel sources local produce whenever possible. The property is also free of single-use plastics.
From culture to service, employee wellness to sustainable practices, the Mandarin Oriental, Macau, is continuing to build a legacy that will be a landmark for travellers – and a part of Macao society – for many more years to come.
