Mandarin Oriental Reviews

Updated April 7, 2015
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3.6
47 Reviews
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Mandarin Oriental Group Chief Executive Edouard Ettedgui
Edouard Ettedgui
18 Ratings

Employee Reviews

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  1. culture of five star service

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    I have been working at Mandarin Oriental full-time (more than 3 years)

    Recommends
    Positive Outlook
    Approves of CEO
    Recommends
    Positive Outlook
    Approves of CEO

    Pros

    great experiences for the guest, committed to training and growth.

    Cons

    too much emphasis on doing more with less, which compromises guest service

    Advice to Management

    commit fully to a luxury experience

  2. Elegant front of the house, viper pit in the back

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    I worked at Mandarin Oriental full-time (less than a year)

    Doesn't Recommend
    Neutral Outlook
    Approves of CEO
    Doesn't Recommend
    Neutral Outlook
    Approves of CEO

    Pros

    Good salary and benefits, nice front of the house, everyone looks very smiley and delighted at first

    Cons

    No work/life balance, backstabbing and favoritism

    Advice to Management

    Curb the gossip

  3. Helpful (1)

    Broken promises, deplorable management, a new battle every day, and no internal promotion -- The true pillars of MOBOS

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee in Boston, MA
    Former Employee - Anonymous Employee in Boston, MA

    I worked at Mandarin Oriental full-time (more than 3 years)

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    Pros

    -The employees that aren't aren't tenured into the Old Boys Club are some really tremendous people. (All joys you experience with them though are bludgeoned down by the rest of the insufferable staff, comprised of people burnt out from the deplorable management or club members coasting on immunity from accountability for their actions.)
    -Employee cafeteria (although no thought is put into American holiday meals...kind of a slap in the face when working on Thanksgiving or Christmas away from family)
    -401k match after a certain period of time (if you have enough pride to swallow to stay long enough to reach it)
    -A nice bullet point on a resume
    -You bump elbows with messy celebrities and Saudi trillionaires that allow their children to use the in-room trash cans as toilets (wish this was a lie), so you have stories to tell
    -You get a glimpse at how your dream establishment wouldn't be run and what you'd like to experience from an opportunity that isn't currently the one you have at Mandarin Oriental Boston

    Cons

    Where to start?

    -Absolutely no room for growth and is as dead-end as an opportunity could come. Your reward is their name on your resume. ALL management is hired externally.
    -HR runs things like a popularity contest, made all the more infuriating by them being some of the most inept and incompetent people you're liable to meet throughout your career. Constant paycheck errors, problems with time off, habitual misinformation, etc. You truly are helpless if you have an issue at this place.
    -HR refuses to unionize because the manager has a God complex. If you even but utter the word, you disappear from the general population. He doesn't want to unionize because, in verbatim, "too many Asians will come and take all of the hotel's jobs." Delusional and unprofessional--sounds about right.
    -Management oversteps their bounds on a daily basis, teetering between being professional and attempting to win everyone over as friends. Comments are constantly out of line, inappropriate, and degrading.
    -Management caters to certain employees and make it abundantly clear that the whole "we are the world" mentality you are given on a silver platter during orientation doesn't exist in Boston.
    -When problems with said employees are presented to HR and upper management as not being conducive to a proper work environment, they will scoff at you with their "if it ain't broke..." mentality, so long as their daily reports look good. They will then begin to disparage you, walking by with whispers and cold stares, all the way up to your daily interactions with the hotel GM.
    -Management enjoys pinning problems on their employees and throwing them under the bus. The expectations are almost purposefully kept at unrealistic levels because they know you will always absorb the bullets for their lost battles.
    -Management has a "we'll get em' next time" attitude towards things, when if they exerted themselves professionally with the same level of effort they put into patting themselves on the back the first time, wouldn't leave the employees to suffer for their mistakes. (i.e. short-staffing the overnight crew after game 6 of the World Series...bravo)
    -Management does what only looks good on paper for their bottom line. You are an afterthought of an interest to them between themselves and the guests. You're practically a non-entity and are eclipsed daily by their bloated egos and self-serving attitudes.
    -High turnover due to all of this. You will be looked at like it is your responsibility to cover the hours and strong-armed into working overtime too, all because the low morale they create ruins the facade of expectations spoon fed to employees and they can't bear another second of the lies and broken promises.
    -And while all of these things can be said of the management at MOBOS 99.99% of the time, they define the GM of the illustrious Yelp 3-star Bar Boulud 110% of every interaction you have with him. He treats everyone like the eating grin he keeps, but never seems to tire from saving enough for himself to chomp down on in the end.

    Advice to Management

    If you're under the impression that Mandarin Oriental Boston is the upper echelon of the hospitality field and that you've made it in this world, then it won't take long before you regret that thought ever crossing your mind. They market themselves well to guests, but their biggest pitch will be to you during orientation. This place and the experiences within are like something taken from a Twilight Zone episode and are not what you're promised they will be. They nourish a dog-eat-dog mentality and completely betray the ideals of the Asian heritage behind the brand. The only reason this hotel retains guests is because they batter their staff (and allow their staff to batter themselves) to a point that the only sense of joy or reward they can possibly receive in any given day is an exceptional interaction with a new arrival or order. Outside of that small satisfaction, it fades into apathy and becomes nothing more than a paycheck and a fancy name for your resume.

    If just one person reads this and turns in the opposite direction, then my job here is done.

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  5. Very good Experience

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Line Cook in Miami, FL
    Former Employee - Line Cook in Miami, FL

    I worked at Mandarin Oriental full-time (more than a year)

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    Pros

    It was a very good experience to work for this hotel, the executive chef was very professional, and willing to be for you at anytime.

    Cons

    some sous chef are and managers they are not too professional and not willing to back you up.

  6. Great hotel company to work

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee in Miami, FL
    Former Employee - Anonymous Employee in Miami, FL

    I worked at Mandarin Oriental full-time (more than 5 years)

    Recommends
    Neutral Outlook
    Approves of CEO
    Recommends
    Neutral Outlook
    Approves of CEO

    Pros

    Excelent Training
    Great job opportunities (if you do your job right!)
    Awesome company philosophy

    Cons

    At that moment no benefits such as "Employees hotel rates" within the hotel chain.

  7. Overall - Mandarin Oriental is an awesome place to work!

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Waiter/Server in Miami, FL
    Former Employee - Waiter/Server in Miami, FL

    I worked at Mandarin Oriental full-time (more than 3 years)

    Recommends
    Neutral Outlook
    Approves of CEO
    Recommends
    Neutral Outlook
    Approves of CEO

    Pros

    Great benefits and great staff to work with...Overall a great learning experience and striving for the 5 star rating is an awesome experience when achieved.

    Cons

    NOne, I truly enojyed working at M.O..!

    Advice to Management

    Keep up the good work!

  8. Helpful (3)

    Do it for the resume.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Manager in Washington, DC
    Former Employee - Manager in Washington, DC

    I worked at Mandarin Oriental full-time (more than a year)

    Doesn't Recommend
    Negative Outlook
    Approves of CEO
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

    Pros

    *Meet cultural icons including politicians, foreign dignitaries, and stars.
    *Most colleagues are really great and treat you like family.
    *Your resume reads Mandarin Oriental and future employers LOVE that.
    *Small company, so you will meet the CEO and most of corporate.

    Cons

    *NO work/life balance AT ALL. Managers are contracted at 50 hour work weeks and are typically needed up to 60!
    *The UNION promotes poor productivity and makes it very difficult for managers to weed out poor service.
    *Everyone compares MOWAS to Asia. A union hotel in DC will never compare to Asia.
    *The pay is terrible, especially with the amount of hours put in to the hotel. For management, the same position in the local market (non-luxury hotels) would pay $5-10k more.
    *MOSTAY perks are really NEVER available when you would like to travel. I worked there almost 2 years and was NEVER given the opportunity to train or travel to another property.
    *Training is very corporate and not 'on the job' training. Service recovery is a trait that very few colleagues had naturally and no one was training them otherwise.
    *Revolving doors within management (due to pay and hours), so colleagues complain that standards are always changing.
    *If there is a breakdown in standards or failed service delivery, EXCO prefers to sweep those issues under the rug rather than find a new procedure. If you speak up, you will be shown the door and you will become very close to HR.
    *Front line colleagues are promoted too quickly into management. One LRA review stated, "Your hotel seems to be run by children." and it is true seeing that the oldest at the front desk is 30. Try to hire managers with experience at other properties so that they can bring in and train best practices.
    *EXCO is not supportive of change.
    *Every department is understaffed. Skeleton staffing provides 4 star service at most, so good luck seeing a 5th star in the next 10 years!

    Advice to Management

    Pay more attention to the Employee Engagement Survey and actually follow through with action plans. More management training and cross training at other properties since we as managers are making things up as we go. You get what you pay for, raise salary and attract more skilled managers! Walk the walk and talk the talk. If this is an Asian hotel brand, stick with those standards!!! The lackadaisical attitude towards clothing and language is what makes this luxury hotel look like the red headed step child of the brand.

  9. Colleagues are like family

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Guest Agent in Washington, DC
    Former Employee - Guest Agent in Washington, DC

    I worked at Mandarin Oriental full-time (less than a year)

    Recommends
    Positive Outlook
    No opinion of CEO
    Recommends
    Positive Outlook
    No opinion of CEO

    Pros

    Family Oriented, work-life balance, company cares about colleagues

    Cons

    Back office politics and favoritism which make advancement difficult

  10. Great Staff, Terrible Management

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee in Miami, FL
    Former Employee - Anonymous Employee in Miami, FL

    I worked at Mandarin Oriental full-time (less than a year)

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    Pros

    -Good Staff Cafeteria (great food when there are leftovers from events, banquets, etc.)
    -Great staff, are extremely friendly and will always go the extra mile
    -Very strong Learning and Development Team, you will learn how to give 5 star service at this hotel

    Cons

    -Disgusting changing rooms with no Air Conditioning (In Miami heat no less). Never clean.
    -Terrible Leadership and Upper Management
    -Poor pay for the quality of hotel. Pays less than comparable properties
    -Always "on call" and asked to work on days off. Request book is not looked at. Expected to be able to work whenever they need you.
    -No empowerment in comparison to competitor hotels. Any decision needs to be signed off on and go up the ladder.
    -Extremely tiered management structure. If you ask a manager or office head a question they will not answer but will go after you as to why you didn't ask supervisor, then manager, etc. Instead of helping employees they are more concerned with respecting the CHAIN OF COMMAND.

    Advice to Management

    Listen to your hourly staff. You would have lost a lot less employees to competitors if you made some changes to management in certain departments.

  11. Management has no Las Vegas hotel experience.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Anonymous
    Current Employee - Anonymous

    I have been working at Mandarin Oriental

    Recommends
    Positive Outlook
    Approves of CEO
    Recommends
    Positive Outlook
    Approves of CEO

    Pros

    The Las Vegas property is full of great front-line employees. The hr department is fantastic. Good perks like mostay so you can stay at other properties for cheap. This company cares about the environment and community. They constantly have outings to help shelters and nonprofit organizations.

    Cons

    They bring in too many people from overseas for management positions. Its frustrating that they do not promote from within. I heard they can pay people from overseas less, with visas, and they are horrible at what they do. Most front-line employees do not have set schedules even after two years. Scheduling is a joke. No wonder the front desk has high turnover.

    Advice to Management

    Promote from within. The reason the best workers are leaving is because there is no loyalty and no room to move up. Ask for suggestions from your employees. The "overseas visa" management team you have assembled is horrible. You have quality, well-qualified employees who want to move up but do not have the opportunity.

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