Happy team, happy guests: this is Ben’s philosophy. Ben is a Fellow of the Institute of Hospitality. He is passionate about people management, and strives to create a positive and productive working culture at the RCH that works for the benefit of staff and guests alike.
With over 20 years’ experience in the hospitality industry, Ben has worked for various notable hotels, from the Vineyard Group, to the culturally iconic Hunderfossen Hotel & Resort in Norway, and former AA Hotel of the Year Donnington Valley.
Ben’s favourite area of the hotel is the garden, because it is a peaceful, pleasant space for guests and staff alike - all of whom can enjoy the comings and goings of various wildlife such as our nut-obsessed squirrel George, our inquisitive robin Darcy, and next door’s cat Alfie.
With a family background in the hotel industry, the art of hospitality runs through Lily’s veins. Lily joins us from a prestigious background at Brown's Hotel and The Lanesborough in London, and brings with her a wealth of experience in delivering exceptional customer service. Everything Lily does is geared towards designing the ideal experience for each and every guest that graces our doorstep, from personally inspecting every guest’s room before their arrival, to training her team to maintain the highest possible service standards.
Mark started working at The RCH in 1987 as a porter for a holiday job but quickly realised that he had a talent and passion for his post. His meticulous attention to detail and guest satisfaction saw him promoted until he eventually became Head Concierge. Mark's concierge team follow his ethos to ensure guests expectations are exceeded at every opportunity. Mark is also a longstanding member of The Golden Keys Society.
Gerry has been a part of the hotel concierge team for nearly 20 years. He is spoken of affectionately by many regular guests as his charm and sense of humour are often a welcome relief at the end of a long journey to the hotel. Having built up a vast amount of knowledge of the local area, Gerry is always delighted to use his experience to help guests make the most out of a visit to the hotel, the city and the surrounding areas.
Suzanne joined The RCH team in November 2016 and brings with her a wealth of experience having worked at another local five-star hotel for 10 years. Suzanne shares her experience and knowledge with her team to ensure that all areas of the hotel are maintained to the highest possible standards. Suzanne believes that attention to detail in guests suites and rooms make a big difference to the overall experience of the hotel.
David has been cooking for 25 years, the last seven of them with us. Every single meal at The RCH has been thoughtfully created by David and his talented team who are driven by a desire for food to taste great, look good, be well sourced, sustainable and seasonal. David has previously worked with England Rugby and The British and Irish lions, helping England to win the World Cup in 2003 - something which he is extremely proud of - despite his Scottish roots!
Originating from Provence, France Anthony studied Hospitality for five years before graduating and moving to the UK in 2006. Anthony joined The RCH in 2009 and has worked with his team to ensure an attentive yet discreet service is offered to our guests at all times. Anthony is very passionate about what he does and inspires his younger team members with his enthusiastic approach to guest care and attention.
Jean-Marc Leitao is an expert in his field but what really makes him stand out is his ability to transform an evening dinner into a truly memorable dining experience. Over the years his infectious passion for wine has converted non-wine lovers into connoisseurs. Jean-Marc is not afraid to broaden his horizons and believes that some of the best wines of the moment come from some of the most unlikely regions of the world.
Anette has worked at The RCH for six years and has been in the spa industry for nearly 30 years. Anette’s passion is for her team, making sure they are motivated and highly skilled, offering exemplary treatments to all our guests. Being part of the wider team at The RCH is something Anette enjoys, as well as working with long-standing colleagues within a historic, beautiful and iconic landmark building.
Pearl has been part of The RCH team for some years now and has a great rapport with all of the hotel members. Pearl has worked hard to create a diverse range of Spa Membership options to suit varying lifestyles and with excellent customer service skills and a warm friendly approach, Pearl welcomes all new prospective members and ensures that they thoroughly enjoy their RCH experience on every visit.
Isobel Heather has been with us since April 2017 and brings with her a wealth of experience in the events hospitality industry. There's not much she doesn't know about putting on a function - whether it's a private party, wedding or business meeting. Treating every occasion as a totally unique event, Isobel can help create special memories to last a lifetime.
Mary joined The RCH in 2018 and has been vigorously applying her creative nature and eight years’ marketing & PR experience to the role. Mary is passionate about telling the stories of this beautiful and unusual building, demonstrating how it really is "so much more than a hotel". From working with the Great West Way to arranging press visits, planning email campaigns and preparing social media posts: Mary is always on the go looking for the next story to tell – in fact you’ll probably bump into her while she’s hunting around the hotel for it.
Bob joined The RCH in the late 1980’s and has experienced the hotel going from strength to strength over the years. Bob and his team work hard to keep the hotel and spa in five-star condition, particularly since the hotel's extensive refurbishment in 2014, when all rooms, suites and public spaces were fully transformed to exceed their former glory.
John can always be found within the hotels acre of stunning gardens, tending to the array of natural and manicured topiary. John has been a member of The RCH team for just over 13 years and works to ensure that the gardens are looking beautiful all year round to give guests a tranquil space to enjoy.