ROLF BUEHLMANN, MANAGING DIRECTOR, THE PENINSULA LONDON: "GENUINE CARE, PERSONAL CONNECTION, AND GENEROSITY REMAIN THE ESSENCE OF HOSPITALITY" (United Kingdom)
At the helm of the property, which opened in September 2023, Rolf Buehlmann reflects on what it's like to be the new cool kid on the block. |
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ROLF BUEHLMANN, MANAGING DIRECTOR, THE PENINSULA LONDON: "GENUINE CARE, PERSONAL CONNECTION, AND GENEROSITY REMAIN THE ESSENCE OF HOSPITALITY" (United Kingdom)
At the helm of the property, which opened in September 2023, Rolf Buehlmann reflects on what it's like to be the new cool kid on the block. |
Category: Europe - United Kingdom - Careers
- Interviews and portraits
- Career - Interviews - Industry leaders
Interview made by Sonia Taourghi on 2025-04-04
 Rolf Buehlmann is the General Manager of The Peninsula London, opened in 2023
Photo credit © The Peninsula Hotels
In an interview with us, Buehlmann reveals how a childhood fascination with hotels blossomed into a distinguished career guided by both tradition and innovation. His leadership philosophy—shaped by an early lesson about coffee spoons—focuses on removing obstacles and equipping teams with the resources they need to excel, while adapting to the cultural nuances of each new environment.
At The Peninsula London, Rolf Buehlmann has assembled a remarkably diverse team representing over 66 nationalities, reflecting their global clientele. Despite the technological advancements transforming the industry, he maintains that hospitality's essence remains unchanged.
As London's luxury hospitality landscape continues to evolve, The Peninsula stands ready to offer discerning travellers not just accommodation but deep connections to the city's rich heritage through carefully curated experiences.
Journal des Palaces: Your career spans over two decades and several prestigious luxury hotel brands across multiple continents. What key moments or decisions were most pivotal in shaping your professional journey and core values?
Rolf Buehlmann: My passion for hospitality began in childhood, sparked by travels with my parents and a deep curiosity about the world of hotels and the people behind them. This early fascination led me to study at Ecole hôtelière de Lausanne, where I built a strong foundation for my career. Over the past 15 years with The Peninsula Hotels, I have worked across Asia and the US before stepping into my current role as Managing Director of The Peninsula London. Each chapter of my journey has been shaped by a balance of tradition and innovation, but more importantly, by the powerful ability of hospitality to bring people together across cultures in a way few other industries can.
One particularly formative experience came early in my career when I started as an Assistant Restaurant Manager at a hotel in San Francisco. As the most junior member of the management team, I was responsible for overseeing the busy breakfast shift, where I encountered an unexpected yet persistent challenge - a constant shortage of coffee spoons. To keep up with service, I often found myself handwashing spoons on the spot. At that moment, I promised myself that if I ever held a leadership role, I would ensure my teams had the tools they needed to succeed. That lesson has stayed with me throughout my career, reinforcing my belief that effective leadership is about removing obstacles and equipping teams with the resources they need to thrive.
Having worked across different cultures and markets, how do you adapt your leadership approach when entering a new environment?
Adaptability is at the heart of effective leadership, especially in the luxury hospitality industry, where cultural nuances play a significant role in shaping guest expectations and team dynamics. Every market has its own unique identity, and understanding the local culture, business landscape, and team dynamics is essential.
A diverse team is essential in our industry because it brings a wealth of perspectives, cultural insights and experiences that enhance the service we can deliver significantly. Our guests come from all over the world and many walk of life, and a team that reflects this diversity is much better equipped to make genuine connections. Here at The Peninsula London, we are currently employing a team of more than 66 nationalities.
I believe in leading by example and fostering an inclusive, people-first culture by empowering teams, encouraging open communication, and valuing diverse perspectives. Importing personal values without considering the long establish culture around oneself does not work.
What distinguishes The Peninsula London from other London’s luxury offerings? How would you describe its specific character or philosophy?
I believe the team’s dedication to service is what truly distinguishes us. The Peninsula’s approach to hospitality is deeply rooted in our heritage, our desire to deliver excellence and to make our guests feel welcome to “their” new home here in London.
Furthermore, in a competitive market like London, where heritage hotels dominate, we are very fortunate that The Peninsula London has been purpose built, offering generous spaces, enabling seamless guest journeys and, hopefully, a very comfortable stay.
Looking at London's current luxury hospitality landscape, what trends or developments do you find most significant, and how is The Peninsula London positioned to respond to them?
One of the most significant trends is the remarkable confidence in the city’s future as a world-class destination for discerning travellers, evidenced by the many new 5-star openings in the coming years. The continued investments in luxury hotels and the increasing demand for bespoke, culturally immersive experiences underscore London’s enduring, global appeal.
Today’s luxury guests are seeking deeper connections with the destinations they visit, and here in London there is such a rich heritage, so many iconic destinations, luxury retail and Michelin-starred global cuisine, that we have carefully selected a number of partners with whom we have built our Peninsula Academy programme, offering exclusive experiences whether it is a private session with a Royal portraitist or behind-the-scenes access to historic venues.
The luxury hospitality industry has evolved considerably throughout your career. Which changes have you embraced, and which traditional values do you believe remain essential to exceptional hospitality?
Without a doubt, technological advancements have played a transformative role, enhancing convenience and efficiencies. However, while these are all powerful tools, I firmly believe that at its core, the essence of hospitality remains unchanged – genuine care, personal connection, and generosity of giving a guest time and attention.
Based on your extensive global experience, what do you find encouraging or challenging when recruiting talent for The Peninsula London?
London is one of the world’s most dynamic hospitality markets, attracting professionals from across the globe, who are not only highly skilled but also deeply passionate about their craft. We have been very fortunate that even before we opened, we received many, many applications from talented individuals seeking opportunities with brands such as ours that uphold tradition while embracing innovation and personalised service.
We invest heavily in training and development, ensuring that every team member not only understands our service philosophy but also feels a strong sense of belonging. We are equally dedicated to nurturing talent from within, fostering a culture of respect, professionalism, and passion.
Beyond our own team, The Peninsula has always been committed to developing the next generation of hoteliers. Given our heritage, reputation, and experience, we believe it is our responsibility to help shape the future of the industry through education and hands-on learning. A recent example of this commitment is our collaboration with Regent’s University to launch their first-ever Luxury Hospitality Management Course, designed to provide aspiring professionals with the skills and insights needed to thrive in this field.
What advice would you offer young professionals aspiring to build a career in luxury hospitality today? What skills or qualities do you believe will be most valuable for the next generation of hospitality leaders?
The beauty of the profession is its diversity - it takes a wide range of expertise to create an exceptional hotel experience. Of course, guest service is at the heart of everything we do, but behind the scenes, we rely on engineers, accountants, security teams, HR professionals, gardeners, bakers, and so many others to keep everything running seamlessly.
For those considering a career in this industry, I would encourage them to stay adaptable, stay curious, and embrace the variety the sector offers. Hospitality thrives on human connection - in an age of AI and mobile-first interactions, the ability to genuinely engage with people is more valuable than ever. Moreover, one of the hallmarks of our industry is that there are hotels all over the world offering opportunities to live and work in different countries and cultures.
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