Cateys 2023: Hotel of the Year – Group: Pan Pacific London
Pan Pacific London wins Hotel of the Year – Group, sponsored by Caterer.com
Pan Pacific London has adapted well to the challenges faced by the sector over the past year. It offered in-house stays wherever possible for staff, which meant they could avoid problems commuting and travel within reasonable hours should they be on consecutive late or early shifts. This developed into a ‘Be Our Guest' complimentary staff stay programme.
The initiative provided added benefits to Pan Pacific London, as the hotel group did not have to reduce opening hours, close any of its outlets or reduce room inventory during a period of widespread staff shortages. This sort of operational creativity has enabled the hotel to continue to build its reputation despite opening in the middle of the pandemic.
The business's commitment to mental health initiatives also resulted in subsidised therapy sessions for staff, as well as advanced training for executives to identify and reduce burn-out and sickness in the workforce.
As well as a social committee that oversees a variety of social and sport events, the Mental Health First Aider team provides physical and wellbeing support for staff.
Hard-working members of the Pan Pacific team are routinely recognised for their contributions, with Star of the Year winners eligible for a return trip for two to Singapore, featuring seven nights of complimentary accommodation, meals and entry to local attractions.
Retention remains strong in the company, in line with industry averages, and the group has also promoted 40 members of the team since opening.
Pan Pacific London has made a conscious effort to raise the profile of the hotel's F&B offering with the launch of Silverleaf, the Tom Dixon-designed cocktail bar, which has won several accolades over the past year. Pan Pacific London also received continued praise for its signature restaurant, Straits Kitchen.
The sustained interest in Pan Pacific London's activities in a competitive luxury hotel market was earned through its major PR campaigns, which have been critical in introducing a relatively new brand to the UK and European market. The strategy integrates B2B and B2C audiences and targets specific demographics by using a range of platforms, including email, banners and social media.
Pan Pacific London has also implemented a range of sustainability programmes to reduce the carbon footprint of the company, such as recycling all exhausted cooking oil; supplying chef uniforms made from recycled plastic bottles; regulating heating systems depending on occupancy; using bamboo toilet paper; and powering the gym with electrically efficient equipment.
Despite a noticeable drop in the leisure business sector fuelled by the cost of living crisis, the hotel is confident about the coming months and expects to achieve budgeted revenue in its second year of operation.
What the judges said
"Every now and again a fresh, highly polished, streamlined and sophisticated hotel appears. Pan Pacific, with its exquisite design, service and ethos, has done just that." Gordon Campbell Gray
The shortlist
- Celtic Manor Resort Newport
- Conrad London, St James
- Pan Pacific London
- Park Plaza London Riverbank
- Rusacks, St Andrews
The judges
- Gareth Banner, the Ned
- Michael Bonsor, Rosewood London
- James Clarke, Hilton London Bankside
- Gordon Campbell Gray, the Wee Hotel Company
- Simon Mahon, the Grand York
- Laura Sharpe, Firmdale Hotels
- David Taylor, Lore Group
- Knut Wylde, the Berkeley
