Amanda Hyndman is on the move, taking over as Mandarin Oriental Hotel Group’s new chief operating officer this month. The savvy 30-year hospitality veteran has quickly risen through the company’s executive ranks, serving as group director of Quality & Rooms in 2020 and then chief people and culture officer in May 2023 (she still retains this role).
Before that, her 18-year tenure with the group brought her all over the world, including the U.K., Washington, D.C. and Bangkok, where she led the storied Mandarin Oriental, Bangkok to earn its first Forbes Travel Guide Five-Star award. Today, she resides in Hong Kong, Mandarin Oriental’s headquarters, but travels frequently, which Hyndman says she loves.
We chatted with the newly minted COO to learn about her biggest accomplishment, her definition of hospitality and the awe-inspiring natural wonders she’s encountered during her many trips.
What are your goals as COO?
To partner with our colleagues to fulfill our growth aspiration and turn the ordinary into the exceptional and our guests into fans.
Whom do you most admire in the hospitality industry?
Our colleagues, who work tirelessly every day with pride and love in their hearts to do their best for our guests, our owners and each other.
What’s the worst hospitality trend you’ve seen?
Nickle and diming.
What hospitality trend do you want to see more of?
Loyal customers — never settle for satisfied customers.
What’s an overrated culinary fad?
A chef once said to me, “Fusion is confusion.”
What does hospitality mean to you?
Crafting unforgettable memories.
What will be the biggest change in the industry in 10 years?
Digital innovation may change the landscape, however, the integration of cutting-edge technology will never be able to replace the human element/touch but will enhance the experience at every touchpoint as well as operational efficiency.
If you could change one thing about the travel industry, what would it be?
Dropping the industry and calling it a profession to attract our next generation of leaders.
What’s been your biggest accomplishment?
Becoming a general manager when I was 28 because my grandparents were proud, and I’d found my calling.
What’s the most underrated trait in a good leader?
The ability to change your mind and apologize.
What’s the best business advice you ever received?
Find your passion and you never have to go to work.
What’s the last great book you read?
Big Sister, Little Sister, Red Sister by Jung Chang.
What are your travel essentials?
Longchamp carry-on zip bag, phone charger and a pair of shoes I can run in.
What’s your regular airport outfit?
Comfortable, warm and smart-ish.
Window seat or aisle?
Window.
Which movie can you watch endlessly on the plane?
Invictus.
What’s your on-the-road wellness routine?
Rise by 5 a.m., walk the neighborhood, lots of water and then hit the ground running.
What was the most awe-inspiring natural wonder you’ve encountered while traveling?
The glacier in El Calafate in Argentina, Tikal in Guatemala and Victoria Falls, Zimbabwe.
What’s your preferred outdoor activity?
Walking.
What’s your dream vacation?
At home in the Balearics, drifting around, shopping for food and cooking.
What’s the best under-the-radar activity in your city?
Paying respects at Man Mo Temple.
What’s your favorite cocktail?
Thaijito in The Bamboo Bar at Mandarin Oriental, Bangkok.
What was your most memorable meal?
It’s never the meal, it’s the experience and the company that counts.
What’s your go-to room service order?
Coffee and pink grapefruit juice.
What’s your favorite hotel amenity?
Seasonal fruits anywhere and the walnuts at Mandarin Oriental Qianmen, Beijing.
Pick a room view: beach, city or wilderness?
Hyde Park or Central Park.
Which city pleasantly surprised you the most during a visit there?
What destination is having a moment right now?
Bhutan.
How do you explore a new destination?
Reading up when I get the chance. Otherwise walking and eating.
What destination can you return to again and again?
Home.
