Located in the heart of the City, Pan Pacific London is a modern luxury landmark that blends Singaporean elegance with British sophistication. At its helm is Anne Golden, a highly respected hospitality leader whose career began not with a grand plan, but with a need for a place to stay—and the willingness to seize opportunity when it came.
From her first role at Forte’s Strand Palace Hotel, Anne has risen through the industry thanks to resilience, guidance from strong mentors, and an innate understanding of what true hospitality means. Now, as General Manager of Pan Pacific London, she leads with compassion, clarity, and an unwavering belief in creating spaces where everyone feels they belong.
We caught up with Anne to discuss what’s shaped her leadership, how the hotel tailors luxury for every generation, and the importance of resilience—and kindness—in forging a fulfilling career in hospitality.
What inspired you to pursue a career in hotel management?
I actually fell into hospitality by chance. When I arrived in London, I needed a job and a place to stay—hotels offered both. I joined Forte’s Strand Palace Hotel as a receptionist, and what began as a temporary solution became something far more meaningful.
It’s often said that all it takes is one person to believe in you. I was fortunate to work with people who saw potential in me and encouraged me to think bigger. That belief, combined with the dynamic, people-driven nature of hotel life, made me realise this was where I belonged.
How do you balance emerging trends and evolving guests’ preferences?
Today’s guests span multiple generations—Baby Boomers, Millennials, Gen Z—all with different expectations. Add to that the rise in intergenerational travel, and the challenge becomes clear: we’re not serving one demographic, but many.
Our answer is personalisation. We tailor experiences around the individual, from using inclusive language at check-in to curating in-room touches like favourite music playing on the suite’s record player. These moments may seem small, but they’re powerful. They tell the guest: you’re seen, you’re welcome, and we care.
Looking back, is there anything you would have done differently?
In many ways, I feel very lucky. I’ve worked with incredible leaders and been given opportunities that shaped my career in meaningful ways.
If I regret anything, it’s not having more confidence in myself early on. Imposter syndrome held me back from going after certain roles or putting myself forward. With hindsight, I can see how capable I was—and I wish I’d trusted that a little more. But even those setbacks taught me valuable lessons, and I’m grateful for them.
What defines your management style?
I lead with purpose, and I try to be a servant leader—focused on supporting the team, not commanding it.
I praise in public and provide constructive feedback privately. My aim is to foster an environment built on trust, kindness, and a shared commitment to excellence. Leadership is not about ego—it’s about creating the conditions for others to succeed.
What are your strategic goals and vision for the hotel, and how does that integrate with the hotel group’s aims?
Our mission at Pan Pacific London is to create a true sense of belonging—for every guest, every time. We want to offer more than just a place to stay. We want guests to discover a different side of London and to feel like they’ve come home when they walk through our doors.
This vision aligns closely with Pan Pacific’s global philosophy: intuitive service, elegant design, and thoughtful experiences that go beyond expectation. It’s about offering sanctuary in the city—luxury without pretense, and hospitality rooted in care.
What advice would you give to someone starting out?
Choose a hotel whose culture matches your values. That alignment will make all the difference.
Be resilient. Hospitality is not without its challenges—but the rewards are enormous. You’ll meet amazing people, build lifelong friendships, and be part of something truly special.
And most of all, lead with your heart. Listen, learn, and be kind. The impact you can make in someone’s day—or career—can be far greater than you realise.