Cateys 2026: Best Employer Award – Pan Pacific London

This year’s worthy recipient of the Best Employer Award was praised by judges for placing as much emphasis on its people as it does on its guests.

Since opening its doors in Bishopsgate in central London five years ago, Pan Pacific London has built a workplace culture that is every bit as impressive as the guest experience it delivers. The hotel employs 248 people and has invested heavily in its people strategy, generating measurable commercial and reputational benefits.

A key factor behind its success has been a commitment to developing and retaining talent. Initiatives such as 45-day catch-ups for new starters help leaders understand what is working well, identify areas for improvement and provide support from the outset of an employee’s journey. High-potential colleagues are also nurtured through structured development pathways, including the Aura Management Programme, a two-year leadership journey combining mentoring, coaching and cross-departmental exposure.

The impact has been significant. By fostering open conversations on career aspirations and embedding succession planning across the business, the hotel has created a culture where employees can clearly see a future for themselves. This has contributed to 44 internal promotions in 2025 alone and 224 career progressions since opening in 2021.

Development opportunities extend beyond the hotel. Through a partnership with its sister property in Tokyo, colleagues can spend a month living and working in Japan, gaining international experience and insight into the wider Pan Pacific group. In addition, 12 high-performing department heads have spent three months supporting new hotel openings in Singapore and Jakarta, returning with invaluable leadership experience, cross-cultural understanding and fresh perspectives to benefit the business.

Referral hires continue to increase – a distinct advantage in London’s highly competitive hospitality recruitment market – and employee advocacy has become one of its greatest strengths. Team members actively recommend the hotel as a place to work, and employee turnover has dropped from 46.2% in 2023 to 30% in 2025, with a further 6% reduction set for this year.

And it’s not just benefitting its people. Guest satisfaction has risen by almost 15 percentage points to 93.33%, and almost 50% of guests are repeat visits. Feedback consistently names individual team members – a clear sign that employees’ pride in their work is enhancing and elevating the guest experience.

Judges were particularly impressed by its “genuine, deeply human approach to caring for people”. From providing accommodation for employees and their families over Christmas to supporting colleagues with furniture, deposits and emergency assistance, the judges noted the hotel creates a culture of “belonging, security and pride”.

The hotel’s people strategy is clearly working, enabling it to compete in one of the world’s most demanding hospitality markets, and earning it the title of Best Employer at this year’s Cateys.

What the judges said

“There is a real holistic package of care and wellbeing that not only sounds good but is also working.  A team focused on ensuring their employees are as central as their guests is a real Best Employer.” Steve Rockey

“Pan Pacific London sets a truly exceptional benchmark. What stands out is the genuine, deeply human approach to caring for their people, going far beyond policy to create a true sense of belonging, security and pride. This is a workplace where colleagues don’t just stay, they thrive, grow and become ambassadors. A truly deserving winner.” Paresh Vara

The shortlist

The judges

• Vicky Freeman, Thomas Franks
• Jo Harley, Korero/Hendrick & Hyde
• Steve Rockey, the Zetter Group
• Emma Simpson, Gleneagles
• Julia Edmonds, Elior
• Paresh Vara, PPHE