A Message From Vicki Tollman

With gratitude in our hearts, and hope in our future

Dear RCH Family,

It’s hard to believe that four months have already passed since our staff appreciation party. As I reflect on the months since then, my overwhelming feeling is one of gratitude, for your dedication, your hard work, and the passion you bring to each of our properties every single day.

To those of you who have been in the midst of high season, I know how demanding it has been. Your energy, resilience, and care have made all the difference to our guests, and I thank you deeply.

We’ve had a successful quarter across the collection, with Geneva and Guernsey performing particularly strongly, and the UK and Ireland enjoying a busy July, followed by a softer August. Looking ahead, the last quarter of the year is showing promising signs. While rising costs mean we will unfortunately take less profit than last year, please know we remain fully committed to reinvesting in you and your properties so that they can continue to thrive.

I also want to thank each and every one of you who took the time to complete our recent Empowered assessment. Your honesty, openness, and care in sharing your thoughts has been invaluable. Some of your comments were challenging, many were inspiring, and all were read with gratitude.

We have listened and we are determined to act. Here’s where we will focus first:

Clarifying our values and purpose
Making sure you feel truly valued
Responding to your comments

Living Our Values: HEART

As part of this journey, we are recommitting to the values that guide how we work, how we serve, and how we care for one another. These values are brought to life through one powerful commitment:

“I put HEART into all I do”

Hospitality: creating warmth and comfort through exceptional service.

Excellence: paying attention to detail and striving to deliver memorable experiences.

Aspiration: continually learning, sharing knowledge, and recognising achievements.

Respect: upholding dignity, privacy, and kindness in every interaction.

Teamwork: collaborating and supporting each other to achieve collective success.

This commitment encompasses the true spirit of Red Carnation and what defines us. It reminds us of who we are, how we serve, and how we treat one another. It is the reason our teams shine so brightly, and why our guests feel truly at home.

Each of your General Managers will also be following up with their executive teams to ensure that we follow through on our commitment to living this culture every single day.

This is only the beginning. Thank you for your honesty, your ideas, and your trust and above all for the extraordinary care and spirit you bring to our family every day. It is because of you that we remain strong, resilient, and hopeful for the future.

With deepest gratitude,
Vicki Tollman

Charity and Volunteering

The Oyster Box

On behalf of the wonderful Oyster Box team, we’re proud to share how they dedicated their 67 minutes on the 18th of July in honour of Nelson Mandela.

This annual tradition marks the 67 years of public service that Nelson Mandela devoted to the fight for human rights, social justice, and his pivotal role in dismantling apartheid in South Africa.

This year, the Oyster Box team spent the day with Isiqalo Esihle Orphanage & Day Care Centre in KwaMashu. A trolley filled with groceries, toys, and carefully assembled personalised goodie packs, courtesy of the Executive Chef Daniel Payne and team, were lovingly shared with the children. It was a day full of love, laughter, and hope.

The Twelve Apostles

On July 18^th, the Twelve Apostles Hotel and Spa also proudly took part in the Mandela Day initiative. Our dedicated team, staff members from all departments, came together to prepare sandwiches and distribute winter beanies to those in need of the nearby Hout Bay community, just a few kilometres from our hotel. This annual event not only allows us to extend our goodwill to the less fortunate but also serves as a heartfelt reminder of the values that Mandela Day embodies. The joy on the children’s faces and the shared moments of kindness made the day truly special, marking another successful Mandela Day at The Twelve Apostles Hotel and Spa.

The Montague

Mark Leishman is in full swing training for next year's running events (London Marathon and Edinburgh Marathon) in aid of the charity Crohn’s and Colitis UK. He has recently completed several long distance runs along the Thames towpath and will be completing the Run 60 challenge in September, where he will run 60 miles over the course of the month. We wish Mark the best of luck with his training.

The Rubens

The team are proud to highlight the inspiring work of their Curry Room Supervisor, Arbindra Shrestha, who actively supports a local charity dedicated to teaching the Nepalese language to children under five. This initiative has been especially meaningful for families whose children were born and raised in the UK, helping them stay connected to their cultural roots. The Curry Room team is incredibly proud to have colleagues like Arbindra who go above and beyond to preserve and share their heritage within the community.

Back in 2021, The Rubens at the Palace had the honour of hosting Jacob, along with his family, as part of his Wish. During their stay, Jacob and his sister Leah were given Rubens corgi soft toys to take home. Sadly, Jacob has since passed away; his memory lives on in the hearts of all who met him. Leah, his sister, has treasured the Corgi ever since – a symbol of the special time they shared together. Recently, Leah misplaced her cherished toy, and her mother Samantha reached out to us, hoping we might be able to help – especially with Leah’s birthday approaching. Giulia Castagni, the Front Office Manager, arranged a surprise birthday gift from us, including one of our new Rubens guardsmen bear soft toys. Leah was overjoyed to receive the package, and her smile reminded us all why we do what we do.

At The Rubens, creating meaningful memories is at the heart of everything we do. We are proud to have played a small part in bringing comfort to a family who have experienced such profound loss, and we remain committed to making every guest feel truly cared for.

Hotel d'Angleterre

Reffetorio Geneva is a community space merging the art of gastronomy, humanitarian aid, and the city’s vibrant history of innovation, creativity, and science with social equity for those most vulnerable. The mission is simple but profound: to extend social equity to those who need it most.

With the collaboration of community organisations, private entities, and both public and civil sectors, the focus is on supporting individuals facing isolation, homelessness, and food insecurity. Every meal is a symbol of their dedication to fostering a sense of community and ensuring that no one goes hungry.

We are immensely proud to have been represented by members of our team, who participated and helped to serve meals.

Team members from Hotel d'Angleterre also recently joined the “Stop the Knotweed” ("Halte aux renouées") initiative – a hands-on effort to combat the spread of invasive Japanese knotweed along the shores of Lake Geneva. By helping manually remove this aggressive plant, our team contributed to protecting local biodiversity, preventing soil erosion, and promoting a healthier natural environment. We’re proud to support this meaningful cause, reflecting our broader ongoing commitment to environmental responsibility and community engagement.

The Ashford Estate

Recently, the amazing team from Éalú – George, Molly, Eoin, Shannon, and Lisa – volunteered their time at the Mayo Society for the Prevention of Cruelty to Animals (SPCA). Their visit included caring for animals and helping to tidy and organise the shelter.

Ashford Castle was proud to recognise Mary Haire as Red Carnation Hotels Volunteer of the Quarter for her outstanding dedication to Ashford’s annual coffee morning in support of Mayo Roscommon Hospice. From organising raffles, breakfast baps, and a cake sale to even selling her own artwork. Mary’s passion and commitment have made a real impact. Her efforts support the foundation’s vital work providing free palliative care to those with life-limiting illnesses across Mayo and Roscommon. Thank you, Mary, for your inspiring community spirit!

Sustainability

An update from the Sustainability Team

In the world of Red Carnation sustainability, we have many exciting updates and initiatives underway. Our EarthCheck program is progressing beautifully, with every property having successfully submitted their 2024 data for review ahead of the 2025 audit. The EarthCheck teams across the collection have been outstanding, not only in capturing accurate data, but also in producing detailed documentation such as waste management plans, methodologies, and risk assessments. There is an incredible amount of unseen work that goes into this program, and we are deeply grateful for the dedication and involvement that ensures we are at the forefront of sustainability efforts.

As we approach the final months of the year, we encourage everyone to make a last push for volunteering. Remember, you have two paid volunteering days each year to give back to your communities. We’ve already seen amazing photos and stories from teams around the globe; well done to all who have participated.

Together with the marketing team, we’ve been strengthening our sustainable experience partnerships to increase guest participation and explore new ways to support our partners’ efforts. These collaborations are special, offering unique opportunities that truly enrich our guests’ stays. In London, we are expanding the collection of experiences so that guests at every property can book meaningful, impact driven days. It’s a chance for them to step outside the ordinary and invest their time in authentic, local encounters. Our newest partner, OmVed Gardens, an urban farm and ecological education space in North London, will offer guests the opportunity to reconnect with nature and seasonal food amid the city’s fast pace.

On September 11th, we will also be part of The Caterer’s Sustainability Summit webinar, where we will discuss how sustainability can be meaningfully integrated into business strategy and the challenges that come with this process. We’ll be joining a panel featuring the founder and chef of a Michelin Green Star restaurant and the founder of a sustainable catering company. The webinar is free to attend and will be streamed live at 10AM GMT.

The support and enthusiasm we have received in this department have been monumental in advancing the purpose driven work and partnerships of Red Carnation Hotels. We are proud to continue building a culture where sustainability is not just a commitment, but a shared journey we undertake together.

The Rubens

At The Rubens at the Palace and Hotel 41, sustainability is not just a policy – it’s a passion. Our dedicated Green Team, composed of passionate individuals from across departments, is at the heart of our environmental efforts. From reducing waste and energy consumption to championing community engagement, the team embodies our commitment to a greener future.

“Our mission is to deliver exceptional hospitality while prioritising sustainability and environmental responsibility. We are committed to reducing our ecological footprint, promoting eco-friendly practices, and inspiring our team and guests to join us in creating a more sustainable future. Through dedication, innovation, and compassion, we aim to provide a memorable experience that respects and preserves the beauty of our planet.”

The Ashford Estate

As part of the Ashford Castle and The Lodge at Ashford Castle sustainability efforts, we’ve gathered towels and linens that are no longer in guest circulation and donated them to local animal shelters and veterinary clinics. These items have become valuable resources – offering comfort and care to rescued animals and easing the workload at veterinary centres.

The Chesterfield

In The Chesterfield’s ongoing mission to eliminate single-use plastics and champion eco-conscious alternatives, the bar team have been exploring a partnership with Penka, a company that produces agave-based straws. These straws are more than just a stylish addition to drinks, they’re a powerful symbol of circular sustainability. Agave fibre straws are crafted from the leftover fibres of the agave plant, a byproduct of tequila production. Instead of discarding or burning this agricultural waste, producers repurpose it into durable, biodegradable drinking straws.

The summer menu "zero-waste" Isle of Wight tomato dish has been popular with guests, but also an interesting talking point for the team, who are keen to learn more about root-to-tip cooking. The Chefs and the F&B team are working together right now – watch this space for the autumn zero-waste dish.

Johal and Dee presented our EarthCheck updates to the committee at the August sustainability meeting, as we are working toward bronze certification by the end of the year.

Awards and Achievements

Degree Apprentice Graduation

This month marked a new beginning for the graduates of our Degree Apprenticeship Programme! They gathered with their parents, managers, and colleagues to commemorate the culmination of three years at the University of Kent, pursuing their Chartered Management degree in Business Management. Alice Daws, India Adams, Ellie Clements, and Shiham Mendez-Valencia – congratulations again to you all!

A special thanks to Arella Warner for organising the event, and to The Milestone – especially Sylwia and Thomas in F&B, Sam in the kitchen, and Sofia, Mr Pike’s EA – for graciously hosting it!

We extend our gratitude to the managers who shared their experiences about the programme, including Ellen O'Neill, James Hilton, Johal Scott, and once again, Arella. This celebration not only signifies an end, but also heralds a promising start for these accomplished individuals, all of whom have secured management roles to take their careers even further with each of their respective hotels!

The Twelve Apostles

The Twelve Apostles Annual Staff Party, held on 29th July 2025, was a celebration of the dedication, resilience, and hard work of our team over the past year. This special evening featured a delightful array of African-inspired cuisine, particularly Cape Malay dishes, complemented by vibrant drumming that added to the festive atmosphere. Staff members arrived in their finest attire, enjoying the fun of a 360 camera and engaging in lively dancing and entertainment. We take pride in honouring the commitment and dedication that reflect the core values of the Red Carnation Hotel Collection. Congratulations to all the award recipients at this year's Twelve Apostles Annual Staff Appreciation Party.

Special Highlights

The Rubens

The Rubens at the Palace have a special offer for friends and family rates in Q1 2026! From January to March your friends and family can stay for just £140 a night including full English Breakfast and including tax (subject to availability as always) rather than the current rate of £205. What an amazing offer!

Hotel d'Angleterre

As part of our Discovery initiative, we welcomed several young individuals interested in exploring careers in hospitality.

Antoine experienced a full Discovery Week across Front Office, Concierge, F&B, Kitchen, and Housekeeping, gaining a broad understanding of hotel operations. Matilda joined the P&C team for a one-day immersion, while Bastien spent ten days learning about the Finance department.

These tailored experiences offered valuable insights into the diverse roles within the hotel and helped inspire future career paths.

In other news, the Hôtel d’Angleterre attended the famous Ecole hôtelière de Genève career fair to recruit new talent and promote our company.

This event brought together a wide range of Swiss companies, with a strong presence from Geneva-based organizations. It was a great opportunity to connect with motivated candidates, share our values and vision, and showcase the career paths we offer. Engaging directly with students allowed us to highlight our commitment to excellence and hospitality.

The Ashford Estate

There was a heartwarming moment at the castle recently when Michaella Brits, their Front of House Manager, welcomed back some very special repeat guests.

They first stayed with them seven years ago when the boy was just four years old – and he’s been dreaming of returning to Ashford Castle ever since.

During a family trip to Italy last year, he discovered a store that could personalise trainers. Of course, he knew exactly what he wanted: his very own custom Ashford Castle trainers!

He proudly showed them off during his stay.

The Milestone

Mr Pike had a special invite to Japan House’s new exhibition launch night where he was lucky enough to meet the Japanese Ambassador to the UK, Hiroshi Suzuki, and got to see some insight into Japan’s pivotal role in the development of pictograms.

In August, The Milestone team hosted a Jamaica day in the canteen to celebrate carnival weekend, with some amazing Jamaican food cooked up in the kitchen!

Wimbledon came and went quicker than we would have liked, but the team were delighted to welcome back Ginger, who comes every year for Wimbledon – well, her mum and dad come for Wimbledon and Ginger becomes the hotel dog for the duration of the tournament.

Here’s Zen with a photo collage of the past four Wimbledons with Ginger:

The Montague

During the weekend of Afternoon Tea Week, the team at The Montague offered a takeaway tea to be enjoyed in the Montague Street Gardens. This was a rare opportunity in partnership with The Bedford Estates, as the gardens are normally closed to the public, where they opened their gates to guests seeking a tranquil escape. Our guests collected their beautifully packaged takeaway boxes filled with finger sandwiches, seasonal cakes, and freshly baked scones, and enjoyed their tea picnic-style alongside nature. Bespoke cocktails and beverages were also created for the occasion.

The Old Government House

Andrew Chantrell, General Manager in Guernsey, took on extra tasks and gave the canteen chef a break from preparing lunch in-house, and instead made sure enough pizza was ordered for the staff to enjoy.

As you can see from the photo, he had to make quite a few trips to the pizzeria!

The RCH Boat Party

In August, the London hotels came together for a night on the river Thames. The annual boat party was such a fun night, with lots of dancing, eating, and even a conga line! The weather was sunny and the views along the Thames were breathtaking, from Canary Wharf to Battersea Power Station, and not forgetting the London Eye! We look forward to doing it again next year!

A family day out at London Zoo

On the last weekend of August, the families of the London properties came together to enjoy a day out at the London Zoo. Everyone enjoyed all the amazing animals, such as a family of lions, the monkey valley, and the group favourite – the capybaras! For lunch, it was a group picnic, generously prepared by the Montague team, followed by a colouring competition! Overall, the day was a lot of fun and it was so fantastic to see everyone there!

The London Hospitality Festival 2025 Football Tournament

After a long day filled with intense matches and tired legs, the team impressively secured 4 wins and a draw, advancing to the last 16 of the knockout stages against The Strand Hotel. A close encounter with opportunities from both sides ultimately finished in a 0-0 stalemate. The RCH Leopards narrowly missed advancing to the quarterfinals, edged out in sudden death during the penalty shootout.

Throughout the tournament, the 15 players representing Red Carnation at this year's London Hospitality Festival showcased exceptional teamwork and determination.

RCH Newsletter: September 2025

A message from JR