Page 27 - RLI November 2019

The Art of Hospitality

“Over the last year all of the hotels within the
The Red Carnation Hotels portfolio has been built with a vision for service excellence collection have achieved great occupancy rates,

and a passion for generous hospitality. Here, RLI sits down with Managing Director while also garnering amazing reviews from guests
Jonathan Raggett to discuss the history of the company, where they stand in the on multiple social media channels and retaining a

market today and what the future holds. high position within the TripAdvisor rankings”

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Kensington, London florida, US

hOTEL 41
Westminster, London

he guest experience is always at the heart of When talking about how Red Carnation destinations “The Red Carnation Hotels brand is an enduring symbol, and AShfORd CASTLE
Red Carnation and its talented teams exceed remain attractive and exciting, Raggett observes that in statement, of all that Beatrice Tollman, Founder and President County mayo, Ireland
expectations on a daily basis with a warm and recent times they have seen a growth in guests looking for an stands for as a person and as a professional. It is also a reflection
Tcaring service, delicious cuisine and thoughtful immersive travel experience which allows them to connect of her lifetime of dedication to offering the finest standards to
touches. The brand connects guests with the local area to a destination through its history, people and culture, a its guests and its people. At the core of the company is her
through authentic and meaningful experiences, beautiful side of the business they are working hard to develop. commitment to exceptional service,” says Raggett.
and restorative design and curated art collections. Raggett believes that guests enjoy coming back to hotels This means that at every location in the portfolio the
The collection currently numbers 17 operating hotels that where the staff is familiar to them and many guests refer to service is consistently genuine, warm, highly personal
are situated in London, Evershot in Dorset, Guernsey, Ireland, their hotels as a ‘home from home’ simply because of the and always focused on making the guest feel important.
Florida in the US, Geneva in Switzerland and South Africa. relationships they have built with team members. “We are in the business of ‘knowing’ – understanding and
“Over the last year all of the hotels within the collection High-level executives within the company are home- anticipating guest needs, and fulfilling them to demonstrate
have achieved great occupancy rates, while also garnering grown, having risen through the ranks, taking on-board that each and every guest is special to us. Our mantra for
amazing reviews from guests on multiple social media the ethos and philosophy of Red Carnation. This in-turn staff and promise to our guests is ‘no request too large, no
channels and retaining a high position within the TripAdvisor inspires the younger members of the management team detail too small’,” Raggett explains.
rankings,” explains Jonathan Raggett, Managing Director of who can see what can be achieved through hard work, Looking forward and analysing the challenges that
BUShmANS KLOOf Red Carnation Hotels. dedication and passion. lie ahead, the recruitment of staff is high on the list as a
Cederberg mountains, Western Cape, South Africa
Looking ahead, June next year will see the launch of “We empower our staff and this leads to some challenge, and one that is tackled by continuing to offer
the business’s pioneering lodge in the Okavango Delta extraordinary acts that demonstrate a kindness and empathy a development programme that gives staff the skill set
in Botswana, whilst closer to home they have recently that I think would be difficult to find at other hotels and it required to consistently offer the high levels of personal,
completed on properties in Edinburgh and Dublin, both of helps our guests feel a connection with the hotel that might attentive service guests have come to expect from the
which will be converted into new five-star hotels for the otherwise have been missing,” explains Raggett. brand. Sustainability is another challenge, as a company
cities. With these three properties already in the pipeline, Understanding the importance of user-generated they are committed to helping protect the natural and
new markets are not on the agenda; instead it is a time for content, e-commerce and social media have been cultural heritage found in each of their locations; and
the company to consolidate its existing portfolio before areas of the business that have been worked on and they are dedicated to building a sustainable future for the
starting work on further new properties. developed over time. In addition to a number of staff surrounding communities and wildlife.
Raggett feels that when assessing new properties, the in the marketing department that focus on this, each “Finally, and possibly most important of all is a need for
location is key before then looking at what opportunities individual hotel has at least two or three social media us to remain relevant, we cannot rest on our laurels and we
there are to add value in terms of infrastructure as well as champions who take responsibility for posting messages need to ensure that we continue to offer a product that
to the levels of service and hospitality. and responding to guests. exceeds the expectations of our guests,” concludes Raggett.

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