Million Dollar View – The Mandarin Oriental Hotel in New York

Excellence is no accident—it is daily practice.

You’ve been in the international luxury hospitality business for more than 25 years – what essential qualities are required to meet the expectations of the world’s most discerning clientele? 
In New York, average rates for luxury hotels are in the four-digit range. Every guest who walks through our door has a very clear idea of what they are looking for in the way of service, treatment and value for money. The competition is tremendous. Our guests have stayed at the finest hotels around the world and can make the comparison. We provide our staff with lots of training and also daily drills to make sure they are able to meet guests’ high standards and fulfill their expectations.

How does the Mandarin Oriental set itself apart in the ultra-­luxury segment? 
Our hotel in New York has just celebrated its 22nd anniversary and is situated in an outstanding location. It’s extraordinarily well positioned due to the fine views it offers, the Oriental service and our philosophy for receiving guests that we adhere to worldwide. Compared to other luxury hotels, we also have incredibly large rooms and bathrooms.

When the extraordinary seems completely natural

What does glamour mean to you personally, and to your guests?
Many of our hotels embody the term – perhaps none more so than our flagship hotel in Bangkok. You notice it the moment your enter: the distinctive scent, the highly attentive staff, harmonious color scheme and unique atmosphere. The glamour is also provided by our guests themselves, of course, who help to make the elegance come alive. Architecturally, our building in Manhattan has a strong character, it’s quite timeless. You constantly run into film stars here, but it’s really about the guests: Their very presence imbues the hotel with glamour. It’s a wonderful place to work, you never know who you’ll meet. For instance Taylor Swift, who recently stopped for dinner.

Are there any famous celebrities who regularly stay at the hotel?
Of course, but we prefer to handle such ­information with discretion. Some are part of our official fan campaign, like the Hollywood actor Michelle Yeoh. New York is an international city where things are happening all the time. Hollywood is right around the corner. The celebrities who stay with us want to be treated normally and receive the same service as anyone else. It’s why they come here and the reason they stay. That’s what’s important, I think: for things to appear normal, although they really aren’t.

Where New York celebrates special moments

When the hotel opened in 2003 the New York Times drew particular attention to the hotel’s spectacular ballroom. What sorts of prestigious events take place there?  
The ballroom on the 36th floor has a fantastic view over the city and Central Park – there are not many spaces as impressive. We’re among the top hotels when it comes to hosting business events, celebrations and charity events. In the run-up to the U.S. election, we also hosted a large number of political events. Former presidents Bill Clinton and Barack Obama both spoke here. Our hotel is equally popular with both political parties, in fact.

Can you name a particularly memorable event? 
Not long ago we hosted a huge wedding at the hotel with 500 guests, it was fantastic. And during the Met Gala, the daughter of Mukesh Ambani – our majority stakeholder and the wealthiest man in Asia – presented her jewelry collection here. Her close friend, the famous ­Bollywood ­actor Shah Rukh Khan, was at the hotel too – which drew an enormous amount of attention.

What kinds of special wishes do you fulfill?  
It’s not so much about a particular item in the room. Some guests request a private chef or a specific meal. But these days, the most important things are privacy and security. People want to feel comfortable and not be disturbed.

All of the 244 rooms and suites have a view of either the Hudson River or Central Park, and their design blends the Mandarin Oriental’s Asian roots with Western style. How do your guests experience this dual identity?  
The hotel’s double heritage is reflected in many different ways. It’s in the service, in the way we train our staff. It’s all about understatement here, quiet luxury and really listening to our guests. It’s in the unobtrusive way that we deliver things, the precision, the way we craft a guest’s experience from when they make the reservation to when they check out. Our cultural diversity is also reflected in the packages we offer. We celebrate Thanksgiving, we celebrate Christmas, Jewish holidays and Hindu festivals.

Which part of the hotel is your favorite? 
Definitely the MO Lounge on the 35th floor with its views across the ­entire city. The sunset is particularly spectacular.