INTERVIEW WITH RED CARNATION: CRIMSON TRIUMPH

Dream Escape talks to the Red Carnation team about their collection of unique and luxurious properties around the world and their personal approach to hospitality.

Known for their commitment to personalised customer service and distinctive experiences, Red Carnation's exceptional collection features 20 properties, from South Africa’s Western Cape and the Royal Mews in London, to castle grounds overlooking Lough Corrib in Ireland. Each of the properties strives to deliver delicious cuisine, thoughtful touches and features, restorative design and curated art collections. In addition to expert customer care and luxurious surroundings, Red Carnation offers a range of curated experiences in each location that caters to an array of travel interests and styles that showcase the very best of the destination. Dream Escape loves the magic of their Ashford Castle property and the vast experiences to be enjoyed on the 350-acre estate, including fishing with your private ghillie on Lough Corrib, falconry, zip lining, playing golf and immersive experiences with local Irish artisans.

Executive Vice President Victoria Tollman

We know that our guests are looking for more than monetary perks and incentives – they really want us to elevate their stay through money-can’t-buy experiences.

Their elegant Summer Lodge is another Dream Escape favourite and is the ideal place for a memorable family holiday spent fossil hunting on the sweeping Jurassic Coast while enjoying five-star country-house charm and service.

For London visitors, their Rubens at the Palace property, opposite the Royal Mews of Buckingham Palace, has special picnic feasts that can be arranged for guests in St James Park, featuring traditional wicker baskets filled to the brim with delicious treats.

Aside from luxurious surroundings, tastefully designed interiors and bespoke experiences, what primarily defines this boutique collection of hotels and spas is a family-led and customer-service-driven ethos. Teams are expertly led by founder and President Beatrice Tollman, who built Red Carnation Hotels with a clear vision for service excellence and a passion for remarkable hospitality.

“Red Carnation Hotels are all about people," explains Executive Vice President Victoria Tollman. “Each of our hotels are run by outstanding people who are passionate, caring and truly exceptional at what they do, across every level of the business.”

Ashford Castle Afternoon Tea

Creating memorable guest experiences is at the heart of what Red Carnation stands for, with all staff encouraged to contribute. “We often use the phrase ‘no request is too large, no detail too small,’ says Victoria.

“Every member of every team is empowered to make a difference, from a housekeeper recognising a special birthday with a thoughtful turndown treat to a concierge remembering a guest’s favourite restaurant the next time they stay with us.”

The Red Carnation Hotel Collection memorabilia

The staff retention rate is phenomenally high at Red Carnation and their management team believes that it’s because they invest heavily in training and dedicate time and resources to their loyal staff. “We have many team members who span family generations,” adds Victoria.

The Red Carnation team thinks that, in addition to excellent customer service, extraordinary experiences are more important to guests than ever, as the demand for travel soars after a period of restrictions and uncertainty. “The key for me is that our guests’ expectations are much higher, and rightly so”, says Victoria.

“There are so many missed and delayed celebrations and experiences, and our guests are looking to brands such as us to help them really celebrate those moments.

We know that our guests are looking for more than monetary perks and incentives – they really want us to elevate their stay through money-can’t-buy experiences.”

Alongside higher expectations, the team has also found that their guests are now seeking more sustainable experiences that help them give back to local communities. “Our teams at Red Carnation are so enthusiastic about really making a difference,” says Managing Director Jonathan Raggett.

Managing Director Jonathan Raggett

“I am proud to lead our sustainability committee which works to ensure that we are staying on track with our five-year ‘How We Tread Right’ strategy.”

Red Carnation is working hard towards achieving measurable sustainability goals anchored to the United Nations’ Global Goals.

As part of The Travel Corporation (TTC) family of brands and in partnership with The TreadRight Foundation, the management team are focussed on making a difference to people, wildlife and the planet.

“These goals include achieving carbon neutrality by 2030 or sooner, sourcing 50% of our electricity from renewable sources by 2025 and reducing food waste by 50%,” adds Jonathan.

“We have already eliminated as many unnecessary single-use plastics as possible and are proud to have created a collection of MAKE TRAVEL MATTER® experiences that directly advance the United Nations’ Global Goals.”

Dream Escape loves Red Carnation's ethos around sustainability and their ‘MAKE TRAVEL MATTER®, which includes one of our favourites – a visit to historic Borough Market with a chef to create a plant-based menu back at The Rubens at the Palace hotel.

This unique experience is led by Executive Chef Ben Kelliher, as he teaches curious guests how The Rubens at the Palace is reducing food waste and how surplus produce is used creatively in their kitchen.

Chef Ben also touches on sustainability, and how they work with local suppliers to encourage responsible consumption of food; especially important after a difficult period for hospitality and producers, when periods of restrictions the last two years.

Firepit at Xigera Safari Lodge

Since navigating the varied challenges of the COVID-19 pandemic, Red Carnation is continuing to grow and develop its collection with several new openings and experiences. “The big one for this year is 100 Princes Street, which will be our first hotel in Scotland,” says Jonathan Raggett.

Jonathan explains that a Scottish property has been a Red Carnation dream “for some time” and they fully believe it will be worth the long wait.

Their new hotel offering is located at the exclusive address of the former Overseas League in Edinburgh, with the design conceptualised by Toni Tollman, Philippe Bonino and Brian Brennan (the team who led the restoration of the historic Ashford Castle in Ireland) and will feature bespoke pieces inspired by Alexander McQueen, including custom-made tartan designed by Araminta Campbell and a central staircase with a handpainted mural by Croxford and Saunders, honouring the adventures of the Scottish explorers.

Features include a ‘whatever, whenever’ service with a 2:1 staff ratio, their famous signature dishes, an opulent ‘wine wall’ with over 200 wines and acclaimed Scottish whiskies, and magnificent panoramic windows, overlooking the castle.

“I’m really looking forward to building a team that represents our culture at Red Carnation,” says Jonathan. “I’m sure that our signature generous hospitality won’t be difficult to find in Scotland.”

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Holly Mackie, Owner & Director, "Driving through the grand gates at Ashford Castle you are instantly whisked away to a special place filled with the warmest of Irish welcomes, exhilarating activities for all the family, exquisite dining and sumptuous suites. Our children adored the resident Irish wolfhounds and exploring the grounds of this meticulously restored fairy-tale castle."

⬥ holly@dreamescape.co.uk

dreamescape.co.uk

WORDS | PORTIA JONES