Five years after opening near Liverpool Street in September 2021, Pan Pacific London is marking the anniversary through the experiences of five women who have helped shape the hotel from its pre-opening stages through to its established operation.
Over that period, Pan Pacific London has held Forbes Travel Guide Five-Star status for five consecutive years, first achieving the rating three months after opening. More recently, the hotel received the Best Employer Award at The Cateys and was named among the Best Places to Work in Hospitality.
Those distinctions provide one measure of the hotel’s first five years. Behind them sits an executive team working across sales, revenue, operations, marketing and finance, with each function influencing both the commercial performance of the property and the experience delivered to guests.
For this edition of Hospitality Voices, General Manager Anne Golden, Director of Sales Kate Ruddick, Director of Revenue Claire Gilbertson, Director of Marketing Communications Michelle Whittemore and Director of Finance Jennifer Chu reflect on the moments that have stayed with them, what they have learnt about leadership and belonging, and the work guests rarely see.
Kate Ruddick, Director of Sales
What is the most unexpected thing you have learnt about yourself in the last 5 years?
I think the biggest thing I’ve learned is the power of believing in yourself. Over the last five years, I’ve had to push through moments of doubt, both my own and from others. Looking back at what we’ve achieved, I’ve realised that determination, consistency and believing in the bigger picture can take you a long way
Which part of the hotel feels most like “home” to you and why?
For me, it has to be the Pan Pacific Suite. Every time I walk into it I am struck by the undeniable “wow” factor of the floor-to-ceiling windows frame breathtaking views of the City’s modern icons, creating an unforgettable sense of drama, elegance and place. Every guest is struck by the spectacular outlook and the way the City unfolds beyond the glass — it’s a truly memorable arrival and an experience that stays with you and always makes me think how truly unique this is to Pan Pacific London.
What’s a guest interaction you’ll never forget?
There have been too many to count, as so many guests and travel advisors have left a lasting impression. One of the most rewarding experiences is hosting familiarisation trips for first-time visitors. I love seeing their reactions as they discover the hotel and everything we offer, then watching them leave genuinely moved by the experience. It’s a powerful reminder that we do more than provide a great stay, we create lasting memories
If the hotel could talk, what would it say about you?
I think he hotel would say, I’ve been her biggest ambassador from day one. I’ve always believed in how special Pan Pacific London is and have wanted to shine a light on everything that makes it unique. I’m incredibly proud of what we’ve all created together, and I’ve always felt a real responsibility to tell the hotel’s story, champion it strengths and make sure the world knows just how special this hotel really is.
What’s something your colleagues know about you that guests would never guess?
My colleagues would probably say I’m far more of a prankster than our guests would ever imagine! I take my role seriously, but I also believe in having fun. I enjoy making the team laugh and occasionally catching someone off guard with a well-timed prank. We spend so much time together at work, so why not enjoy it?
What object in your office or workspace tells your story best?
Definitely my mug. I’m a huge tea drinker, so it’s a permanent fixture in my workspace. It’s also symbolic of how I work as many strategic decisions, project plans and important conversations have happened over a cup of tea. Whether solving a challenge, developing an idea or planning a project, some of the best conversations happen informally.
If you could relive one day from the last five years, which would it be?
I would relive the day we found out we had been accepted into Virtuoso. It represented years of hard work, relationship building and belief in what we were creating. I remember the pride and excitement across the team. After everything we had done to establish the hotel in the luxury market, it felt like a real moment of validation — proof that our hard work had paid off.
What does belonging mean to you now versus five years ago?
belonging means teamwork, community, collaboration and growing together. It’s about recognising that the team is what really makes things happen. Nothing is perfect, and we all have different strengths, but we learn from each other, support each other and figure things out together. For me, belonging is knowing that you’re part of something where everyone plays a role and, ultimately, we’re all moving in the same direction together.
If your leadership style had a scent, what would it be?
I think it would be lemon verbena — fresh, uplifting and full of energy. I like to bring positivity and optimism to my team and create an environment where people feel motivated, supported and able to be themselves. I’d like my leadership style to leave people feeling energised, encouraged and, hopefully, a little happier than when they started the day.
If we made a playlist for your last five years here, what track would play during your hardest moment and what would play during your biggest win?
Hardest moments – Unstoppable, Sia
Biggest wins- Shiny, Happy. People – REM
If you could write a single sentence on a hidden card and tuck it into the hotel’s structure for the team five years from now to find, what would it say?
Never forget how far you’ve come, never stop believing in what’s possible, and always keep moving forward together.
What’s the one thing in your handbag or desk drawer that acts as your personal “emergency toolkit” on high-pressure days?
Definitely chocolate! On a high-pressure day, a little piece can instantly lift my mood. It’s my emergency reset: five minutes and a bit of chocolate, and I’m ready to tackle whatever comes next. It may not solve the problem, but it makes facing it easier.
Luxury hospitality is often about invisible effort. What is the most complex thing you do that guests might never notice?
I think it’s the work that goes into making everything feel effortless for the guest. Behind the scenes, we anticipate expectations, coordinate teams and adapt quickly when plans change. Guests should never see the complexity; they should simply feel that everything has been considered and taken care of. That, to me, is the art of luxury hospitality: making the complex look effortless.
What’s your number one comfort food after a busy day at the hotel?
After a busy day at the hotel, there’s something about a big bowl of hot, comforting pho that feels like the perfect reset. It’s warm, nourishing and full of flavour, and somehow always hits the spot when I’m exhausted and ready to switch off. Although sushi would definitely be a close second!
Claire Gilbertson, Director of Revenue
What is the most unexpected thing you’ve learned about yourself in the last five years?
That I’m more resilient and adaptable than I ever realised. I’ve learned that I can handle the unexpected, keep a sense of humour, and still find energy in people, numbers and new challenges. And I’ve discovered I’m happiest when I’m learning, connecting with others and having a bit of fun along the way
Which part of the hotel feels most like “home” to you and why?
The lobby — it’s where people come together. I love the energy, the conversations, and the chance to meet people from all walks of life. It feels welcoming, lively and never quite the same twice
What’s a guest interaction you’ll never forget?
The moments I remember most are the ones where a guest came in as a stranger and left feeling genuinely cared for. One interaction in particular reminded me that sometimes it’s the little things — taking the time to listen, having a laugh, or simply remembering someone’s name — that can make a big difference. That’s what I love about hospitality: you never know when a small moment will stay with someone
If the hotel could talk, what would it say about you?
The person who brings warmth, energy and a bit of fun wherever you go. You’re approachable and caring, you genuinely enjoy getting to know people, and you’re usually the first one up and ready to make the most of the day. You take your work seriously — but never yourself too seriously.
What object in your office or workspace tells your story best?
The pictures of our team nights out probably tell my story best. They’re a reminder that, for me, work is about more than just the day-to-day job. It’s about the people you meet, the laughs you share, and the memories you make along the way. I think they show how much I value being part of a team and getting to know the people I work with
What’s something your colleagues know about you that guests would never guess?
I’m used to analysing options and making decisions — but my colleagues know my toughest daily decision is often which pair of shoes to choose from the collection under my desk
If you could relive one day from the last five years, which would it be?
The opening day – at 7am I took a walk around the hotel, when I watched teams putting the finishing touches in place. Having been involved since the hotel was little more than a building site, it was a lovely, calm moment to reflect on just how far it had come. There is something very special about a hotel opening.
What does belonging mean to you now versus five years ago?
Five years ago, when we were opening the hotel, belonging was about coming together as a new team and creating something from the ground up. We were all finding our feet, building relationships and working towards a shared goal.
Five years on, belonging means something deeper. It’s about the sense of pride in what we’ve built together, the relationships that have grown over time, and feeling part of the hotel’s story and its future.
If your leadership style had a scent, what would it be?
Sandalwood, vanilla, and a splash of grapefruit — grounded and warm, friendly and approachable, with a bright, playful edge
If we made a playlist for your last five years here, what track would play during your hardest moment and what would play during your biggest win?
Hardest moment: “Lose Yourself” by Eminem
Biggest win: “I’ve got a Feeling” by Black Eyed Peas
If you could write a single sentence on a hidden card and tuck it into the hotel’s structure for the team five years from now to find, what would it say?
Keep the standards high, the numbers healthy, the teamwork strong—and never forget that behind every room number is a guest who chose to stay with us
What’s the one thing in your handbag or desk drawer that acts as your personal “emergency toolkit” on high-pressure days?
A calculator — it’s my go-to emergency toolkit for quick problem-solving and keeping things under control on high-pressure days
Luxury hospitality is often about invisible effort. What is the most complex thing you do that guests might never notice?
I’m constantly juggling demand, pricing, occupancy, competitors and forecasts behind the scenes—so guests can simply enjoy their stay, completely unaware of the spreadsheet gymnastics happening in the background
What’s your number one comfort food after a busy day at the hotel?
A proper Yorkshire brew and a couple of slices of toast absolutely dripping in butter. Simple, but you can’t beat it — get the kettle on and I’m happy
Anne Golden, General Manager
What is the most unexpected thing you’ve learned about yourself in the last five years?
Over the last five years I have realised how often I get things wrong. The unexpected part is that in communicating this fact to people across all levels in the Hotel has helped create an honesty around how we operate as a team.
Which part of the hotel feels most like “home” to you and why?
Room 1801 – During pre-opening and for a little while after, a lot of the team lived in the Hotel. I was allocated this beautiful room with gorgeous views over Shoreditch and East London. I don’t have any reason to go in there now, but if I do – it brings back so many memories of those last hectic days – the race to the finish to open on time and the fun we had as a team.
What’s a guest interaction you’ll never forget?
Wow so many to choose from – however I have two (if I may) that really stand out. The first was 3 days after we opened when the first guests were due to leave and a number of them wanted to extend their stay, and when I spoke to one guest in particular, they said – “we simply don’t want to leave – this place is so calming and the team so welcoming”. I was so happy and relieved that all the hard work had produced somewhere that people wanted to be. The second was when Gordon Campbell Gray checked in (again shortly after we opened) and told me that he had experienced real hospitality, that was a big moment for us and I treasure those memories.
If the hotel could talk, what would it say about you?
It would laugh about me spotting the bin behind reception is full again from the far side of the lobby.
What object in your office or workspace tells your story best?
The 1970’s style drinks globe in my office.
What’s something your colleagues know about you that guests would never guess?
That I am the General Manager.
If you could relive one day from the last five years, which would it be?
The day we told everyone that we had achieved Forbes Travel Guide 5 star – 3 months after opening. What a celebration – we were all so ecstatic – it meant so much to us and still does !
What does belonging mean to you now versus five years ago?
I now know you have to work a lot harder and think a lot more deeply to create an inclusive culture. I think complete acceptance of everyone’s strengths and growth areas leads to a greater sense of belonging. Membership of a team doesn’t necessarily mean you feel that you belong.
If your leadership style had a scent, what would it be?
Amarige by Givenchy. I wear it every day and people say they can tell I am in the building because they smell the scent.
If we made a playlist for your last five years here, what’s the track that plays during your hardest moment and what plays during your biggest win?
Hardest moment – Wires by Athlete – Biggest Win – Von Dutch – Charli XCX.
If you could write a single sentence on a hidden card and tuck it into the hotel’s structure for the team five years from now to find, what would it say?
“Thank you for keeping the Culture alive – I knew you could do it !!”
What’s the one thing in your daily handbag / desk drawer that acts as your personal “emergency toolkit” on high-pressure days?
Its not a thing – it’s a person – Our Executive Assistant – Sonia Hicks – She is the funniest, kindest, most caring person and has had to put up with my daft stories and disorganisation for the past 20 years and still somehow manages to have a smile on her face every day.
Luxury hospitality is often about invisible effort. What is the most complex thing you do that guests might not even notice?
We try to never be judgemental about a guests requests or feedback and always try to listen and accommodate. Making other people happy can be quite complex and requires emotional intelligence and passion.
What’s your number one comfort food after a busy day at the hotel?
It used to be a Greggs sausage roll but as I am now in training, I love poached salmon, sticky rice and vegetables.
Michelle Whittemore, Director of Marketing Communications
What is the most unexpected thing you’ve learned about yourself in the last five years?
The most unexpected thing is that I remain every bit as passionate about the hotel and what I do today as I was five years ago, when we were preparing to open during a pandemic. That passion has never faded. If anything, it has grown stronger as the hotel has evolved and there are always new stories to tell, ideas to explore and opportunities to create.
Which part of the hotel feels most like “home” to you and why?
The lobby. I remember seeing that space when it was little more than part of a concrete structure, so watching it become the heart of the hotel has been incredibly special. It is where the hotel’s personality truly comes to life through its residential warmth, sense of calm and the people who pass through it every day.
What’s a guest interaction you’ll never forget?
French watercolour artist Amélie Caron stayed with us in room 1702 and loved her experience so much that she painted the view from her room as a thank-you to the hotel team. When she presented the painting to us as she checked out, she said her stay had been an experience she would never forget. We subsequently framed the A5 artwork, and it now sits among the objects d’art in room 1702 for future guests to enjoy.
If the hotel could talk, what would it say about you?
She would probably say that she has been my muse and I have been one of her storytellers since she was little more than a concrete shell. I believed that every part of the hotel needed a story, a purpose and a heart if it was going to captivate our guests. From the names of our public areas, suites and meeting spaces to our restaurants and private dining rooms, every detail needed meaning. Five years later, I am still finding new ways to tell her story.
What object in your office or workspace tells your story best?
The huge motivational mural in our marketing office that reads: “We make things happen. MARKETING.” It sums up the energy, determination and creativity that my team and I bring to every day.
What’s something your colleagues know about you that guests would never guess?
Despite working in marketing and brand, I refuse to wear anything visibly branded and find most marketing adverts incredibly annoying. The irony is not lost on me!
If you could relive one day from the last five years, which would it be?
The first day I was able to walk through the hotel’s structure in my pink safety boots and PPE. During the pandemic, the pre-opening team could not be prioritised for access while a significantly reduced team of contractors continued the build. For more than a year, I had watched the hotel taking shape from our office on the tenth floor of Salesforce Tower. Finally stepping inside and walking through it was unforgettable.
What does belonging mean to you now versus five years ago?
Five years ago, belonging was something we wanted to create for our guests and colleagues. Today, I understand that it is not simply about being welcomed into a place. It is about feeling valued, trusted and able to be yourself. It comes from the relationships, shared experiences and sense of pride we have built together.
If your leadership style had a scent, what would it be?
Orange blossom and sandalwood: bright and energising, but warm, grounded and reassuring underneath.
If we made a playlist for your last five years here, what track would play during your hardest moment and what would play during your biggest win?
Hardest moment: “Things Can Only Get Better” by D.Ream
Biggest win: “Don’t Stop Me Now” by Queen.
If you could write a single sentence on a hidden card and tuck it into the hotel’s structure for the team five years from now to find, what would it say?
Enjoy every day, make it count and dream big. The only limit to what you can achieve here is your imagination.
What’s the one thing in your handbag or desk drawer that acts as your personal “emergency toolkit” on high-pressure days?
A notebook and a good pen. When everything feels urgent, writing it down helps me turn the pressure into a plan.
Luxury hospitality is often about invisible effort. What is the most complex thing you do that guests might never notice?
Bringing together hundreds of ideas, priorities and points of view and turning them into one clear, consistent story. Every detail, from a campaign or partnership to the wording on a guest card, must feel unmistakably Pan Pacific London, even though the guest should never see the complexity behind it.
What’s your number one comfort food after a busy day at the hotel?
Marmite on toast. Simple, comforting and always reliable.
Jennifer Chu, Director of Finance
What is the most unexpected thing you’ve learned about yourself in the last five years?
I’ve learned that I’m far more adaptable than I ever gave myself credit for. Hospitality can change very quickly, and the last few years have taught me that you can’t always control what happens, but you can control how you respond. I’ve become more comfortable with uncertainty, more confident in my decisions and, importantly, more willing to trust my instincts.
Which part of the hotel feels most like “home” to you and why?
Probably my office: not because of the four walls! It’s the place where I’ve had countless conversations, solved problems, celebrated successes and occasionally stared at a spreadsheet wondering why the numbers aren’t behaving themselves. It has witnessed a huge part of my journey here, so in that sense it really does feel like home.
If the hotel could talk, what would it say about you?
It would probably say, ‘She asks a lot of questions!’ But I hope it would also say that I care deeply about the people and the business, that I’m always looking around corners, and that I’m usually thinking about what we need to do today to make sure we’re still successful tomorrow.
What does belonging mean to you now versus five years ago?
Five years ago, I probably thought belonging meant being part of a team and feeling accepted. Now I think it’s much more than that. It’s feeling that you have a voice, that your contribution matters, and that you can be completely yourself while still working towards something bigger than you. For me, belonging is both being part of the culture and helping to shape it.
If your leadership style had a scent, what would it be?
Definitely something with a bit of fire, probably black pepper, chilli and vanilla. I’m quite direct, I like to challenge things and I’m not afraid of difficult conversations. But I also have a very caring and supportive side, particularly when my teams need me. So it would have to be strong at first, but with a softer side underneath.
If you could write a single sentence on a hidden card and tuck it into the hotel’s structure for the team five years from now to find, what would it say?
Never forget that the numbers tell you how the business is performing, but the people are what make the business extraordinary.
Luxury hospitality is often about invisible effort. What’s the most complex thing you do that guests might not even notice?
Making sure that everything behind the scenes works seamlessly so that the guest never has to think about it. From managing budgets and forecasting demand to protecting profitability while still supporting the level of service our guests expect, there are hundreds of decisions happening behind the scenes. The best outcome is when none of it is visible, the guest simply experiences a hotel that feels effortless.
Five Perspectives
Across the five interviews, a recurring theme is that much of luxury hospitality depends on work the guest is not expected to see: relationship-building, pricing and forecasting, financial discipline, storytelling, team culture and the everyday judgement required to keep an operation moving.
The more personal details are equally revealing. A tea mug, a collection of shoes beneath a desk, a 1970s drinks globe, a marketing mural and an occasionally uncooperative spreadsheet each tell a small part of the story behind the job titles.
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