Service Excellence Analyst

About the role

The Service Excellence Analyst will join the Service Excellence Department at Mandarin Oriental’s corporate office in Hong Kong. Reporting to the Director of Service Excellence, you will work closely with hotel teams and corporate functions to turn guest feedback and performance data into actionable insights that drive service consistency and elevate guest satisfaction.

Key responsibilities

• Analyse guest feedback and operational performance data from sources such as the Guest Feedback Hub, LQA, Forbes, and online reviews.
• Identify trends, root causes, risks and improvement opportunities across the global hotel portfolio.
• Develop and maintain dashboards, reports and visual insights to monitor Service Excellence KPIs.
• Prepare recurring Service Excellence reports, executive summaries and presentations for senior leadership.
• Support the Guest Feedback Hub by ensuring data accuracy and meaningful interpretation of trends.
• Collaborate with Brand, Customer Insights and Data teams to enhance reporting capabilities and analytical tools.

Required profile

• Strong analytical mindset with the ability to translate data into clear business recommendations.
• Excellent communication skills for presenting insights to diverse stakeholders.
• Detail‑oriented and comfortable working with large data sets from multiple platforms.
• Proactive attitude and willingness to support hotel teams in continuous improvement initiatives.

Required skills

• Data analysis and reporting experience.
• Familiarity with dashboard creation and visualisation tools.
• Understanding of hospitality service metrics such as GSAT, NPS, LQA and online review scores.