Imagine walking through the gilded corridors of a legendary hotel—where service feels like an art form, and every guest isn’t just remembered, but known.

Amanda Hyndman has helped shape one of the world’s most admired hotel brands. Beginning her journey with Mandarin Oriental nearly 20 years ago as a general manager, she has built meaningful, memorable guest experiences. Her 2023 appointment as Chief People & Culture Officer underscored Mandarin Oriental’s belief that its people are key stakeholders in the luxury experience. And now, as Chief Operating Officer, she oversees the entire guest journey across continents, blending intuition with precision, and heritage with innovation.

In this episode, Amanda reveals the three essential components of true luxury. Tune it to discover how to embed more “TLC” into every customer experience:

• Time – the freedom to simply be
• Locale (shelter) – a setting where you feel safe, seen, and at ease
• Care – receiving what your heart desires before you even ask

Video and audio production: Jaison Jose of Cocoon Media

Email us at shadean@bu.edu

The “Distinguished” podcast is produced by Boston University School of Hospitality Administration.

Host: Arun Upneja, Dean
Producer: Mara Littman, Executive Director of Strategic Operations and Corporate Relations
Marketing: Rachel Hamlin, Senior Marketing Manager

Music: “Airport Lounge" Kevin MacLeod (incompetech.com)
Licensed under Creative Commons: By Attribution 4.0 License
http://creativecommons.org/licenses/by/4.0