Mandarin Oriental Hotel Group

Three standout metrics

70%

increase in applications

One

recruitment solution for a global business

Multiple

untapped talent communities activated

The voice of the customer

“Given the complexity of the times, we shifted our focus to fortify the Group’s employer brand positioning to attract untapped talent communities. We needed a technology vehicle to facilitate that.”

Lien Chu, Director of Human Resources and Talent Acquisition, Mandarin Oriental Hotel Group

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What wasn’t working

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences in the world. COVID-19 led to significant drops in hiring needs with recruitment freezes across hospitality. But Paul Clark, Group Director Human Resources, Danny Wan, HR Systems Manager and Lien Chu, Director Human Resources and Talent Acquisition, saw an opportunity to rethink the Group’s talent acquisition strategy.

Multiple challenges needed addressing:

DecentralisedDecentralized global HR teams were using different approaches to recruitment;
Existing recruitment software couldn’t support certain languages, consequently making it difficult to analyze recruitment metrics;
Alumni networks were an untapped source of quality hires with no structured alumni program in place.

The turning point

The team needed cost-effective, flexible talent acquisition technology to support recruitment across multiple languages and regions. With some regional HR teams staffed by generalists without recruitment specialists, whatever software they chose had to be intuitive, flexible and easy to use to drive adoption internally. Additionally Lien Chu identified alumni networks as an opportunity to reduce recruitment and onboarding costs.

Mandarin Oriental Hotel Group chose PageUp based on its flexible, customisablecustomizable recruitment marketing capabilities and its strong track record partnering with Asian-headquartered clients.

The shift began in three phases:

Implementing global recruitment software

Rolling out PageUp Recruitment across hotels in Asia-Pacific, Americas, Europe, Middle East and Africa with multiple language support and mobile accessibility.
Creating the ‘Forever Fans’ alumni program

Building a dedicated landing page allowing alumni to easily register and interact with content, with newsletters and branding customisedcustomized to Mandarin Oriental Group.
Activating talent pooling and pipelining

Using PageUp’s powerful CRM to search alumni networks for talent by role and location, building talent pools for strategic sourcing.

The solution in action

Mandarin Oriental Group successfully built an engaging alumni program, increased applications by 70% and implemented one flexible recruitment solution globally with PageUp.

Key initiatives included:

‘Forever Fans’ dedicated alumni portal

A branded landing page where alumni easily register and interact with fresh company news, videos and blogs keeps former employees engaged.
Multiple language support

Providing candidate solutions in multiple languages across global regions enabled better candidate experience as well as better access to people analytics.
CRM-powered alumni search

Searching the database to quickly identify niche talent such as Executive Chefs by location makes approaching engaged alumni simple and fast.
Integration with job boards and social media

PageUp’s native integrations with job boards and social media channels makes it easy to create, approve and post vacancy ads, driving adoption among regional HR teams.
Nurturing talent pipelines

Easy searching for internal and existing candidates ensures warm talent isn’t overlooked, driving down recruitment costs and time to hire.

The impact

Hard ROI

70% increase in applications
20% alumni hiring goal on track
Multiple languages and regions supported
One recruitment solution for the global group

Soft ROI

Regional HR teams have embraced PageUp, leading to full adoption across the Group.
Strategic talent pooling and pipelining make sourcing quality talent faster.
Better access to people analytics globally helps the team adjust recruitment strategies.
Alumni program helps reduce time-to-hire for niche roles and fosters talent mobility.

What surprised us the most

“The PageUp team recognisedrecognized our unique set of challenges and partnered with us to achieve the best possible outcome. With a 70% increase in applications since the start of the PageUp integration, it will be a great vehicle to support the next phase of elevating our recruitment”

Lien Chu, Director of Human Resources and Talent Acquisition, Mandarin Oriental Hotel Group