Perhaps inspired by the Duke of Wellington, who lived across the road from The Lanesborough in London, and whose statue he sees every day, and maybe amused by the mischievous-looking pet cat in residence, Lilibet, Managing Director Stuart Geddes has no trouble finding motivation to deliver a bespoke product to guests he knows are anxious to return to experiential living.
Geddes, who had served as the hotel’s manager for the past two years before recently having been promoted, has worked with some of the finest hotels in London, including The Ritz and The Goring, where he held the position of general manager. He knows what it takes to delivery an ultra-luxury experience.
But now, at the 93-key Lanesborough, overlooking Hyde Park Corner and Buckingham Palace, he’s much more focused on fussing over interiors featuring elegant Regency-style décor, round-the-clock butler service for each guest and a chauffeur-driven Rolls Royce Phantom as a complimentary service for guests booking the Royal Suite.
“Managing a property with the caliber of experience offered here requires absolute attention to detail and passion to deliver for past, present and future guests,” says Geddes of the property that is part of the Oetker Collection. “My team and I constantly strive to further enhance The Lanesborough’s reputation as one of the finest luxury institutions in British hospitality.”
Geddes recently spoke to HOTELS about measures to drive revenue during a pandemic, his plans to further the hotel’s brand of hospitality and the consumer trends that The Lanesborough has been following.
HOTELS: You have worked with some of the finest luxury hotels in London, how do you have to operate or manage differently at The Lanesborough?
Stuart Geddes: Joining The Lanesborough team has been both a pleasure and an honor, as the hotel has proven itself as the leading luxury experience in London over the years. Managing a property with the caliber of experience offered here requires absolute attention to detail and passion to deliver for past, present, and future guests.
H: You were already on property for two years before becoming general manager. What idea or practice were you anxious to implement?
SG: When we reopened the hotel from lockdown in May 2021, I was anxious to restore the incredible hospitality, passion for service, and attention to detail that The Lanesborough is renowned for, after many months away from our team and guests.
H: The Lanesborough is an iconic and landmark hotel in London. How do you plan to enhance the hotel’s brand of hospitality and its reputation in the travel community?
SG: My team and I constantly strive to further enhance The Lanesborough’s reputation as one of the finest luxury institutions in British hospitality. We know that our guests return to The Lanesborough because of our world-renowned service and attention to detail. I plan to enhance our brand by implementing new brand partnerships, like our private shopping experience with Harvey Nichols. I am keen on securing collaborations with like-minded brands across different lifestyle verticals to further diversify our guest offerings.
H: How has the pandemic affected you personally and your approach to work?
SG: The past two years have certainly presented us, and the entire industry, with challenges we’ve never faced before. Taking on the role of managing director during this difficult time has only reinforced my passion for hospitality, especially witnessing the way our community has banded together in support of one another for the greater good of the industry. We are just as motivated as ever to continue to uphold the level of service and experience we are celebrated for, maintaining the focus that our guests are always top priority.
H: What do you read or where do you look for inspiration to try to improve The Lanesborough product?
SG: As part of the Oetker Collection, we work alongside a variety of iconic luxury hotels within the portfolio, ranging from the just-opened Woodward in Geneva, to Hotel du Cap-Eden-Roc in Antibes and Jumby Bay Island on the sunny shores of Antigua. While we are all led by Oetker Collection, I am constantly inspired by the innovation and creativity each team uses in cultivating new, remarkable guest experiences.
H: Who has been your mentor and what is the best piece of professional advice you have ever received?
SG: I’ve been very fortunate to have amazing mentors throughout my career. My father once told me that if you can find a role that you really enjoy and are passionate about, you’ll wake up every day looking forward to your work. I am so fortunate that I knew I wanted to work in hospitality. I love what I do; working with our amazing team and fostering an excellent workplace environment is so important as it helps ensure a fantastic experience for our guests.
H: What has been the biggest takeaway from COVID that you are applying today?
SG: The biggest takeaway is that, as travelers, we have been pulled away from the experiences we love most. Our guests are looking for conviviality and culture with every stay at The Lanesborough. They are looking to jump back into the moments they miss and have been unable to participate in; celebrating milestones and reuniting with loved ones, as well as traveling and discovering new joys through their exploration.
H: What measures have been effective to drive revenue at a time like this? What has been your pandemic silver lining?
SG: Creativity has been one of the major drivers for revenue over the past two years. The pandemic, whilst challenging, has given us a chance to rethink how we approach hospitality and our guest experience. We had to adapt and ensure the safety of our hotel staff and valued guests, but we also had to think outside of the box to attract bookings. Just this past year, we offered a variety of packages and experiences inspired by popular films and web series. These offerings also served as an opportunity to cater specifically to the local market and longstanding community that has always supported the hotel, which undoubtedly has been a silver lining throughout the pandemic.
H: Which broader luxury consumer trends are you reacting to and applying at The Lanesborough? Any emerging industry trends you particularly like and dislike?
SG: As international tourism slowed its usual pace over the last two years, it afforded time to redirect our energies into creating hyper-localized initiatives that catered to local and regional guests. While we’ve always planned special initiatives like our afternoon tea offerings, we were able to create fun and timely events and, through this, engage a new audience that had not considered spending an extended staycation prior to the pandemic. Although not necessarily a trend in the traditional sense, this newfound focus on localized initiatives will continue to add value not just for our neighbors, but the international traveler’s experience as well.
H: Which historical figure would you like to host?
SG: Our neighbor from history, the Duke of Wellington, who lived across the road in Apsley House, then known as Number 1 London on Hyde Park. I see the statue of him every day, sitting on his horse, Copenhagen.
H: Hotel pet peeve?
SG: I don’t have any peeves, but I do know about our resident pet cat Lilibet who is always looking mischievous in the front hall.
H: Where are you finding happiness in work today?
SG: I find happiness in seeing the team working together to give our guests wonderful experiences and memories.