Mandarin Oriental Hotel Group is looking for an AI Solutions Lead to join our Data Analytics & AI team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award‑winning owner and operator of some of the world’s most luxurious hotels, resorts and residences. Increasingly recognised for creating some of the world’s most sought‑after properties, the Group provides legendary service inspired by Asian heritage while representing the cutting edge of luxury experiences.

Mandarin Oriental’s Corporate Office in Hong Kong supports our global portfolio through innovation, digital transformation, and advanced analytics to elevate both guest experience and operational excellence.

About the Job

Based in the Corporate Office in Hong Kong, the AI Solutions Lead will drive the design, development, and deployment of AI capabilities across the Group. The role identifies opportunities where AI can enhance guest experience, optimise operations, and support revenue growth — all while maintaining Mandarin Oriental’s hallmark of personalised, high‑touch service. The position reports to the VP of Data Analytics & AI.

As AI Solutions Lead, you will be responsible for the following:

Strategic Leadership

• Execute the Group’s AI strategy in alignment with the broader digital transformation roadmap.

• Partner with function leads and hotel leadership to identify high‑impact AI use cases across guest experience, marketing, operations, and sustainability.

• Serve as the subject‑matter expert on AI trends, tools, risks, and ethical considerations within hospitality.

Solution Design & Implementation

• Lead cross‑functional teams to ideate, prototype, pilot, and scale AI‑powered solutions (e.g., personalised recommendations, NLP content generation, dynamic pricing, digital concierge).

• Oversee integration of AI tools with existing platforms such as PMS, CRM, CDP, and other core systems.

• Ensure solutions are scalable globally and compliant with local regulations.

Innovation & Guest Experience

• Collaborate with guest experience teams to design AI‑driven personalisation that enhances luxury service without compromising human touch.

• Deploy predictive and real‑time analytics to anticipate guest needs and tailor offerings.

• Monitor emerging technologies and evaluate their potential applications within luxury hospitality.

AI Governance & Ethics

• Establish frameworks to ensure responsible, transparent, and ethical AI usage.

• Work closely with Legal and Compliance on data privacy regulations (GDPR, PIPL, etc.).

• Champion trust, security, and responsible use of AI for both guests and colleagues.

Team Development & Collaboration

• Mentor and develop internal AI talent, fostering a culture of innovation and experimentation.

• Collaborate closely with IT, corporate functions, and hotel teams to support seamless adoption of AI solutions.

• Manage relationships with external partners, technology vendors, and research institutions.

As AI Solutions Lead, we expect from you:

Education & Experience

• Bachelor’s or Master’s degree in Computer Science, Artificial Intelligence, Data Science, or a related field.

• 4+ years of experience designing and delivering AI/ML solutions, preferably within hospitality, travel, or luxury retail.

• Proven ability to lead enterprise‑scale AI initiatives from concept to deployment.

Technical Skills

• Strong expertise in machine learning, NLP, predictive analytics, and AI solution packaging.

• Proficiency with AI platforms (Azure AI, GCP AI, Databricks, etc.).

• Solid understanding of data architecture, APIs, and system integration.

Soft Skills

• Excellent communication and stakeholder‑management skills.

• Ability to translate complex technical concepts into business value.

• Strong leadership, project management capability, and a passion for luxury hospitality and guest‑centric innovation.

Our Commitment to You

Learning & Development
We offer tailored development programmes to support your long‑term growth.

MOstay
Enjoy complimentary stays and attractive colleague rates across our global portfolio.

Health & Colleague Wellness
Your wellbeing matters. We provide comprehensive benefits and wellness initiatives.

Retirement Plans
We offer competitive retirement schemes based on role and length of service.

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