“I’m a fan.” It’s that memorable tagline—manna from the advertising gods—from the iconic Mandarin Oriental campaign, fronted by a rotating cast of notable celebrities over the years. In the realm of luxury hospitality, however, it’s not the names of actors, athletes, and singers that shine on the marquee. Stars may come and go, but Mandarin Oriental endures.
With its rich legacy and unwavering commitment to exceptional service, the brand epitomises elegance and sophistication, infused with an unmistakable Asian stamp. At the helm of this storied hotel group is Laurent Kleitman, the soft-spoken and erudite group chief executive who embodies the Mandarin Oriental essence as he guides it into its next chapter. In a candid conversation, Kleitman reflects on how his diverse experiences have shaped his approach to luxury and his vision for the future of the brand.
Kleitman’s journey in hospitality is as compelling as the brand he leads. His extensive background has endowed him with a nuanced understanding of what discerning guests expect from their luxury experiences. With a career marked by transformative leadership at some of the most prestigious companies in the world, Kleitman’s tenure at industry giants such as Unilever, Coty, and LVMH has seen him orchestrate the strategic evolution and global expansion of iconic brands across continents.
Over a cup of tea in the Presidential Suite of the Mandarin Oriental, Hong Kong, Kleitman’s perspective is as enchanting as the panorama. From the bustling metropolises of New York, London, and Paris to the dynamic hubs of Milan, Moscow, and Bangkok, his global outlook has been honed through immersive experiences in diverse markets. Most recently, as president and chief executive of Parfums Christian Dior, he oversaw a masterful transformation, achieving remarkable growth in fragrance, make-up, skincare, and spa categories. His ability to blend visionary strategy with meticulous execution has cemented his reputation as a luminary in luxury, setting the stage for his leadership at Mandarin Oriental. Whether it’s designer labels or exquisitely designed interiors, the essence of refined luxury remains the same.
“Luxury customers are incredibly discerning and they seek meaningful, authentic experiences,” he says, and this insight drives his mission to create memories that transcend traditional hospitality. For Kleitman, it’s not merely about a stay in a lavish hotel—it’s about curating experiences that linger with guests long after their departure.
Mandarin Oriental bears a storied history, a tapestry woven from its past. Kleitman observes that “the Bangkok hotel will celebrate its 150th anniversary next year, while Mandarin Oriental, Hong Kong approaches 65 years of unparalleled service.” Heritage enriches the brand, blending historical charm with modern vibrancy, setting the stage for future growth.
Kleitman deeply appreciates the distinct character of each location. “In London, you experience British elegance; in Munich, German efficiency,” he explains. Sensitivity to locale allows Mandarin Oriental to maintain its “graceful Asian style” while honouring the cultural nuances of each destination. It’s a delicate balance, but one Kleitman deems essential to delivering the quintessential Mandarin Oriental experience, no matter where its doors open.
As the hospitality landscape evolves, personalisation has become paramount. With travel patterns shifting towards multi-generational family trips, Kleitman has tailored Mandarin Oriental to meet these demands. “We’re seeing families travelling together more than ever, often spanning three or four generations. He observes that this trend has spurred the development of bespoke experiences, from children’s clubs to wellness retreats, ensuring every family member finds their niche. Kleitman takes particular pride in initiatives to engage younger generations—the Rising Fan Programme, which recruits graduates from hospitality schools, is a prime example. “Attracting talent to hospitality is vital in a competitive landscape,” he says, noting that the programme nurtures new talent and instils the core values that define MO’s culture of service and excellence. “We want the next generation of leaders to understand the importance of creating memorable experiences for our guests.”
Eventually, the conversation turns to technology’s role in enhancing the guest experience. With the recent launch of a comprehensive app to streamline travel logistics, Kleitman is keen to integrate modern conveniences without sacrificing the personal touch. “We’re constantly innovating—whether through renovations or adopting new technologies,” he explains. Mandarin Oriental has ambitious expansion plans, too—31 new projects in the pipeline means the hotels and resorts portfolio will double over the next decade. Yet, amid this growth, Kleitman remains steadfast in his belief that luxury hospitality hinges on human connection: “It’s about people interacting with people—the true essence of luxury lies not in opulent rooms but in the memories we create together.”
As our conversation draws to a close, Kleitman reflects on his journey and the meaning of luxury. “For me, luxury is about creating time for people,” he says, a novel twist on a sentiment often echoed in our Leaders of Luxury series: not just time, but time for others. It encapsulates his vision for Mandarin Oriental—a brand that prioritises meaningful interactions over transactional exchanges. Ultimately, it’s not about lavish amenities—it’s about crafting moments that linger in guests’ hearts and minds. As Laurent Kleitman steers Mandarin Oriental into its next chapter, his commitment to heritage, personalisation, and human connection ensures the brand remains at the forefront of luxury hospitality.
All original images shot exclusively for Robb Report Hong Kong by Chris Yau.
