The Entrepreneurs – Monocle Radio
Guest: Laurent Kleitman, CEO, Mandarin Oriental Hotel Group
Date: September 3, 2025

Episode Overview

In this episode, Monocle’s The Entrepreneurs delves into the world of luxury hospitality with Laurent Kleitman, CEO of Mandarin Oriental Hotel Group. Host Simon Bouvier explores Kleitman’s vision for the brand’s future, the balancing act between heritage and innovation, the importance of human-centered service, and how Mandarin Oriental is evolving to meet new demands in wellness, tech, and global culture. The discussion also touches on the group’s acquisition of Paris’s historic Lutetia Hotel, how the brand is portrayed in pop culture, and strategies for growth and resilience amid global uncertainty.

Key Discussion Points & Insights

The Lutetia Hotel: Heritage Meets Experience

[03:00] Laurent Kleitman on Lutetia:

• Lutetia is “not a hotel. It's part of the history.”
• The hotel’s origins go back 115 years, tied to the Beaumarchais and rooted in a mission to offer not just stays, but experiences—blending shopping, socializing, and Parisian lifestyle from the outset.
• Mandarin Oriental seeks out these "grande dame" properties for their ability to anchor stories and experiences, not just accommodations.

Notable Quote:

“At the very beginning that hotel has been thought as part of an experience and this is really, really what hospitality is today. It's really moved forward to be creating moments.”
—Laurent Kleitman, [04:00]

Balancing Legacy Properties with Innovation

[05:10]–[06:56]

• The brand prides itself on historic icons like the Oriental in Bangkok (turning 150 years old) and the Mandarin in Hong Kong, both of which have been at the cutting edge of hospitality innovations (e.g. in-room running water).
• Simultaneously, Mandarin Oriental invests in new builds—such as an upcoming, sustainability-forward hotel in Dubai—showing you can have “grande dames” and pioneer the future simultaneously.

Notable Quote:

“We need both. We need iconic... part of the landscape, part of the city fabric... and at the same time, we need to build new.”
—Laurent Kleitman, [05:10]

What Defines the Mandarin Oriental Brand?

[06:56]–[11:59]

• The unifying thread is a distinct service style, blending “the delicacy of Thai culture” with the “vibrancy of the Chinese culture.”
• Kleitman recounts a personal anecdote involving proactive service—staff noticing and remedying his child’s stained shirt without being asked—illustrating the group’s empowerment of staff to make a memorable impression.

Notable Quote:

“There’s nothing in a book... that says when there is a stain, take the shirt and press it and give it back. And this is what our service is... extremely personal, very personalized to the guest needs and to the situation.”
—Laurent Kleitman, [07:48]

• Staff empowerment and adaptability are seen as key to talent retention and guest satisfaction, especially in a global context (urban hotels vs. resorts).
• The aim is to deliver “the essence of the destination,” tailored to each locale.

From Dior to Mandarin: The Experience Economy

[11:59]–[15:38]

• Kleitman compares his move from Dior cosmetics to hospitality, emphasizing the evolution from luxury goods (where excitement wanes after multiple purchases) to luxury experiences (which remain perpetually sought-after).
• Wellness, self-care, and intricate attention to detail—core in luxury beauty—are “the future of luxury as a whole,” and deeply integrated into hospitality at Mandarin Oriental.

Notable Quote:

“The way we deliver experience as opposed to goods is what I really believe is the future of luxury as a whole... the trust that you put in brand like Mandarin Oriental to take care of the time you spend with us is given us a lot more responsibility.”
—Laurent Kleitman, [13:12]

Wellness & Sleep: Shifting the Paradigm

[15:52]–[17:12]

• Wellness offerings are evolving beyond the spa into holistic experience: nutrition, sleep, and rituals (e.g., the “sleep ritual” turn-down service curated for restoration and recovery).
• This comprehensive approach to well-being sets Mandarin Oriental apart in luxury travel.

Pop Culture, Art & the Brand Narrative

[17:12]–[20:42]

• Mandarin Oriental’s appearance in The White Lotus (Season 3) is discussed as part of the broader cultural relevance strategy, but Kleitman asserts the brand should “belong to the culture” through meaningful collaborations—like working with artists such as Bosco Sodi in Mexico—and by producing its own media (e.g., “Inside the Dream” series).
• The focus remains on “delivering the essence of the destination”—the interplay of property and place.

Notable Quote:

“We are cultural icons for a certain target audience... But the way to belong to the culture may be different. The way we collaborate with artists, the way we display arts in our properties...”
—Laurent Kleitman, [18:21]

Technology as Enabler, Not Replacement

[20:56]–[22:44]

• Introduction of a new mobile app exemplifies innovation aimed at liberating staff time for meaningful guest interaction, not replacing the human touch.
• Tech should “release even more time for you to enjoy the destination and the experience of Mandarin Oriental.”

Notable Quote:

“Technology plays a key role... If we can take as many things out of the equation and make the technology work harder, then you have a good quality time with the concierge... with the chef who will help you to curate the meal you want.”
—Laurent Kleitman, [21:27]

Privacy, “Phone-Free” Spaces & Designing for Discretion

[23:03]–[24:45]

• Trend towards privacy and being “in the moment”; while not banning devices, Mandarin Oriental designs properties for privacy (e.g., hidden spaces, private villas).
• Discretion is central, especially for high-profile guests—privacy is “our number one criteria.”

Long-Term Optimism in a Volatile World

[24:45]–[27:27]

• Despite geopolitical and economic uncertainty, Kleitman insists the human desire for travel and discovery endures—hospitality and luxury experience remain a growth industry.
• Mandarin Oriental plans to double in size over the next decade, focusing on new destinations and deepening guest experience as “real luxury is time.”

Notable Quote:

“Travel has always been a desire… and I don't see that it's coming soon to an end… I am very optimistic about the future of Mandarin Oriental. We'll double the size of the company in the next 10 years.”
—Laurent Kleitman, [26:00]

Notable Quotes & Memorable Moments

• On Brand Essence:
  “The common thread is the Mandarin rental brand DNA and the service that we deliver everywhere.” —Laurent Kleitman, [06:56]

• On Empowering Staff:
  “You’re part of a brand called Mandarin Oriental, but you’re more importantly a human being delivering service for clients, and then you’re free to deliver it the way you believe is right.” —Laurent Kleitman, [10:41]

• On Wellness:
  “The touch points you have with the brand are so many and therefore the attention to every single touch points for us as a brand is extremely high.” —Laurent Kleitman, [14:33]

• On Privacy:
  “Maintaining the privacy of our client is our number one criteria when it comes to delivering the service.” —Laurent Kleitman, [24:38]

• Optimism for Travel:
  “The real luxury is time with your loved ones, time with yourself... our job is to curate that for you.” —Laurent Kleitman, [26:40]

Important Timestamps

• [03:00] Origins and significance of Lutetia Hotel acquisition
• [05:10] The role of heritage and new builds in Mandarin Oriental’s strategy
• [07:48] Anecdote illustrating the group’s empowered, deeply personal service ethos
• [13:12] Transition from luxury goods to luxury experiences and growing focus on wellness
• [15:52] The evolution of “well-being” beyond spa treatments
• [18:21] Brand presence in pop culture and strategic communications
• [21:27] The purpose and philosophy behind technological innovation at Mandarin Oriental
• [24:38] Designing for privacy and discretion in luxury hotels
• [26:00] Long-term optimism and the future of luxury travel

Tone and Style

Laurent Kleitman comes across as thoughtful, optimistic, and people-focused, with a strong belief in the experiential nature of modern luxury. The conversation blends anecdotes, strategic insight, and industry commentary with accessible language, maintaining an aspirational yet grounded tone throughout.

For Listeners: Takeaways

• Mandarin Oriental’s strategy fuses reverence for history with bold innovation, delivering a distinctive guest experience.
• Empowerment and personal touch at every level are core to the brand’s culture, appealing to both staff and guests.
• Wellness, privacy, and technology are the pillars of the modern luxury journey, curated thoughtfully and with purpose.
• The future of luxury is about time, connection, and enriching experiences, not just material goods.

For more episodes, visit Monocle’s archive or explore Mandarin Oriental at mandarinoriental.com.