1 00:00:00,560 --> 00:00:05,970 this is the Corinthia Hotel a stone's throw away from London's Trafalgar Square overlooking the River Thames the 2 00:00:09,139 --> 00:00:15,150 Spirit is that we do everything with our hard heads and hats prime real estate 3 00:00:15,150 --> 00:00:23,570 and five-star luxury for the super-rich the German general manager is Thomas Cox 4 00:00:23,570 --> 00:00:28,650 previously of Claridge's Hotel luxury to our guests can be hundred different 5 00:00:28,650 --> 00:00:33,690 things 200 different people with clients paying up to tens of thousands of pounds 6 00:00:33,690 --> 00:00:41,070 a night its Thomas's job to make this day perfect look at the tower so this 7 00:00:41,070 --> 00:00:46,860 already feels heavy and it isn't even wet yet the problem is there are about 8 00:00:46,860 --> 00:00:52,170 25 hotels of similar grandeur in London and since the hotel opened seven years 9 00:00:52,170 --> 00:00:57,239 ago another 10 have arrived or are underway with clients who can afford and expect 10 00:00:59,910 --> 00:01:06,290 complete luxury how do you make sure yours is the best of the best 11 00:01:06,290 --> 00:01:11,220 Toyota which is considered taking jackets off for weekends it's a very 12 00:01:11,220 --> 00:01:15,840 different feel at weekends isn't it it's more of a leisure business I think that 13 00:01:15,840 --> 00:01:29,850 would be borderline revolutionary we've spent 12 months inside the hotel with the staff as they strive to achieve 14 00:01:31,979 --> 00:01:37,470 perfection for over a hundred thousand guests who stay each year and create an 15 00:01:37,470 --> 00:01:41,850 identity for their young hotel in the fast-moving and competitive world of 16 00:01:41,850 --> 00:01:47,899 London hospitality a business worth half a billion pounds a year to the capital 17 00:01:47,899 --> 00:01:54,149 London is probably one of the most competitive and fiercest hotel markets 18 00:01:54,149 --> 00:02:02,070 in the world also very wonderful through that because it gives the guests a very wide choice of hotels it will of course 19 00:02:05,070 --> 00:02:11,200 make the hotels work a little harder it's all any help 20 00:02:11,200 --> 00:02:18,170 Dean one of the eight concierges is half Scottish half Chilean he's been at the 21 00:02:18,170 --> 00:02:22,460 hotel for six years the golden rule throughout my whole 22 00:02:22,460 --> 00:02:27,650 career it's the golden rule is you strive not to say no to a guest that is 23 00:02:27,650 --> 00:02:35,690 you don't want to do that you are a problem solver and you go the extra mile 24 00:02:35,690 --> 00:02:41,870 it's quite surreal for myself and I was 20 when I first joined and I thought how 25 00:02:41,870 --> 00:02:47,240 can people have so much money and live like this it's just a completely 26 00:02:47,240 --> 00:02:53,420 different world but it does give you a look into that lifestyle and how they live and understand certain things and 27 00:02:56,420 --> 00:03:04,130 what they expect expectations so now I'm going to show you one of our seven 28 00:03:04,130 --> 00:03:12,730 penthouses it's in fact the largest one in the hotel and it is our Royal Suite 29 00:03:12,730 --> 00:03:20,120 today's luxury is almost undefinable first of course you're met and greeted 30 00:03:20,120 --> 00:03:27,850 by some incredible flowers we have a dining room here so this room 31 00:03:27,850 --> 00:03:36,670 is set at the moment so you see you can have a lovely dinner in here it's even a 32 00:03:36,670 --> 00:03:41,410 TV hidden in the wall for those who have the bad habit of watching TV while it's 33 00:03:41,410 --> 00:03:46,060 dining so you have a large sitting area here you have some beautiful little 34 00:03:46,060 --> 00:03:55,030 pieces and sculptures the fireplace luxury to our guests is what makes them 35 00:03:55,030 --> 00:04:01,150 feel good and makes them feel better and gives them a satisfaction in that moment 36 00:04:01,150 --> 00:04:05,560 little dining area where you can maybe have your breakfast or you can just have 37 00:04:05,560 --> 00:04:13,090 a drink we have of course a wonderful bar here for your drinks I mean there's 38 00:04:13,090 --> 00:04:17,979 a beautiful cognac available of course there should always be champagne there 39 00:04:17,978 --> 00:04:22,870 is a wine fridge only for this suite so part of our Royal Suite is of course 40 00:04:22,870 --> 00:04:28,710 also for those who need to work that there is an office so you have a nice 41 00:04:28,710 --> 00:04:37,060 big desk where you can sign important contracts you have three TV screens 42 00:04:37,060 --> 00:04:42,940 right in front of you where you can keep up with what's going on in the stock 43 00:04:42,940 --> 00:04:49,360 markets or the news fabulous penthouses and fabulous houses of course have a 44 00:04:49,360 --> 00:04:57,550 have an upper floor so we can go up to the floor above so this is the master 45 00:04:57,550 --> 00:05:05,919 bathroom of the penthouse then this bathtub I mean it's almost the size of a 46 00:05:05,919 --> 00:05:10,350 little plunge pool so it's it's it's it's really beautiful and large so 47 00:05:10,350 --> 00:05:14,789 plenty of space for four to 48 00:05:20,730 --> 00:05:29,630 so you have these MARY POPPINS of London 49 00:05:30,410 --> 00:05:36,720 and I just think that's amazing when you see this I mean look you have it or at 50 00:05:36,720 --> 00:05:44,520 your doorstep what kind of price can this command so the publish grade for this particular penthouse is 20,000 51 00:05:46,590 --> 00:05:52,680 pounds per lives we had one client staying here for six months I suppose a 52 00:05:52,680 --> 00:05:58,460 lot of your guests aren't approaching a stay with fear about how much it costs I 53 00:05:58,460 --> 00:06:06,690 would hope not if you had 20,000 pounds why would you choose to spend it on a 54 00:06:06,690 --> 00:06:11,580 night in a penthouse it's a choice that they have made you know they get 55 00:06:11,580 --> 00:06:16,950 something they need and they have chosen to make their stay in London the nicest 56 00:06:16,950 --> 00:06:21,480 and best stay and you know you know because right next door there was an 57 00:06:21,480 --> 00:06:26,010 option that wasn't 20,000 pounds that was probably 450 pounds but it has its 58 00:06:26,010 --> 00:06:30,240 limitations you know the 250 square meter suddenly 59 00:06:30,240 --> 00:06:39,060 turned into 45 and it's it's it's it's just it's a different experience paying 60 00:06:39,060 --> 00:06:43,470 such high prices means guests can express their desires to personalize 61 00:06:43,470 --> 00:06:49,920 their stay the more you pay the more you can ask for a special if fiddly 62 00:06:49,920 --> 00:06:54,980 last-minute request has come through from a VIP 63 00:06:55,080 --> 00:07:01,979 oh this is for Carol ruffinelli she's celebrating here 83rd birthday she's 64 00:07:01,979 --> 00:07:06,000 staying with us today she's arriving at 5:30 but we have a little bit of time 65 00:07:06,000 --> 00:07:10,199 and the whole family is coming and yeah we're excited as eighty-three balloons 66 00:07:10,199 --> 00:07:14,550 and to each balloon we have one of those beautiful pictures attached from her 67 00:07:14,550 --> 00:07:20,789 life The Laughing blonde who requested the balloons her son Brian ruffinelli 68 00:07:20,789 --> 00:07:26,129 yeah he really loves his mom as I can tell and yeah he asked us to go a little 69 00:07:26,129 --> 00:07:29,490 bit over the top for her and that's our pleasure every love to do that for her 70 00:07:29,490 --> 00:07:35,580 beautiful lady Brian ruffinelli the American party 71 00:07:35,580 --> 00:07:40,139 planner who organized Chelsea Clinton's wedding has booked a suite in two rooms 72 00:07:40,139 --> 00:07:46,110 for a five-night stay he wants 83 photographs of his mother tied two pink 73 00:07:46,110 --> 00:07:50,599 balloons with gold ribbons for her birthday surprise on check-in 74 00:07:50,599 --> 00:07:55,680 it's a tricky task given that the room won't be ready until an hour before the 75 00:07:55,680 --> 00:08:02,240 guests are due to arrive and that's not his only request 76 00:08:08,349 --> 00:08:13,899 she loves pink so we have the special made cake by the pastry kitchen we have 77 00:08:13,899 --> 00:08:19,539 pink cotton candy homemade marshmallows we have some lollies buffer a nice pink 78 00:08:19,539 --> 00:08:25,180 sparkling beverage drink and barf roof all in pink so it's a it's all 79 00:08:25,180 --> 00:08:30,069 customized for her when she opens the door she would see all rose petals on 80 00:08:30,069 --> 00:08:37,199 the floor one balloon and then she can open and she sees all the beautiful remaining balloons luxury isn't anymore 81 00:08:45,490 --> 00:08:51,220 only something you can measure and touch it is really something in people's mind 82 00:08:51,220 --> 00:08:56,740 and in people's heart and it's the experience that people value as luxury 83 00:08:56,740 --> 00:09:01,920 spending time together that can be more the luxury than the size of the room I 84 00:09:01,920 --> 00:09:10,180 know that you know it was it would be easier for us as well if it was more 85 00:09:10,180 --> 00:09:16,050 measurable and more tangible sometimes but it isn't it is often people's 86 00:09:16,050 --> 00:09:21,519 memories and people's feeling and living that moment and having that experience 87 00:09:21,519 --> 00:09:27,529 that can be the luxury it's minutes before the guests are due 88 00:09:27,529 --> 00:09:31,660 to arrive and the staff are still untangling the balloons 89 00:09:31,660 --> 00:09:40,170 [Music] good evening welcome Thomas hello how 90 00:09:40,170 --> 00:09:45,180 are you welcome good to have you it's a finale I'm putting in a case that's 91 00:09:45,180 --> 00:09:50,940 wonderful a car I'm going to nice to help you please do come in this is 92 00:09:50,940 --> 00:09:54,290 tearing our - scared 93 00:09:56,900 --> 00:10:06,019 [Music] welcome 94 00:10:09,900 --> 00:10:12,970 [Music] 95 00:10:16,600 --> 00:10:19,659 [Music] 96 00:10:24,600 --> 00:10:29,010 and my sugar daddies 97 00:10:36,230 --> 00:11:01,670 [Music] not everyone can afford a penthouse or three rooms for five day stay but many 98 00:11:04,580 --> 00:11:09,290 of us would like a nice cup of tea under a chandelier within touching distance of a bit of luxury tea is being poured 99 00:11:13,130 --> 00:11:18,590 every afternoon in Grand Hotel's for fifty pounds a head upwards Thomas wants 100 00:11:18,590 --> 00:11:22,700 to maximize revenue with a more modern approach to this much-loved British 101 00:11:22,700 --> 00:11:29,600 tradition and attract more clients you know I'm looking at the China I would 102 00:11:29,600 --> 00:11:35,120 think about the glassware I would really think about all senses I would think how 103 00:11:35,120 --> 00:11:40,670 what do you hear what's the music like what do you see like obviously our 104 00:11:40,670 --> 00:11:45,770 beautiful baccarat chandelier so I'm thinking how can I bring this chandelier 105 00:11:45,770 --> 00:11:50,570 to the table so and then of course you think about the glassware and there are 106 00:11:50,570 --> 00:11:54,820 like the most beautiful baccarat champagne glasses which suddenly you can 107 00:11:54,820 --> 00:12:01,250 touch and fear the weight of this immensely beautiful glass and you 108 00:12:01,250 --> 00:12:07,610 brought the chandelier to life we were looking further and further and we for 109 00:12:07,610 --> 00:12:13,340 example looked at this table over there and at the beautiful wall behind it and 110 00:12:13,340 --> 00:12:19,670 we fared how can that come to life a little bit of theatre can you imagine if you can open the doors and you would 111 00:12:22,640 --> 00:12:26,870 take something out and you would take it to the table and then your equipment is 112 00:12:26,870 --> 00:12:31,640 there and maybe you would measure your tea on a scale and some of the items are 113 00:12:31,640 --> 00:12:35,150 new some of the items are or words because we maybe found them in an 114 00:12:35,150 --> 00:12:38,040 antique market so I really think it would be rather 115 00:12:38,040 --> 00:12:44,490 fascinating and I can't wait Thomas heads a star for 500 from 54 116 00:12:44,490 --> 00:12:48,779 nationalities and they're all working together to create the luxury that 117 00:12:48,779 --> 00:12:53,790 guests expect the busiest department is housekeeping good morning 118 00:12:53,790 --> 00:12:58,350 and so today we've gonna have you we will have a job today which is going to 119 00:12:58,350 --> 00:13:05,070 be hoovering on the minute Tibet inna the deputy housekeeper and Yvette the 120 00:13:05,070 --> 00:13:09,959 first floor supervisor are checking on last-minute tweaks to a penthouse before a very important guest arrives where are 121 00:13:20,010 --> 00:13:26,870 we now we are now in the white almond house actually this one is better 122 00:13:27,010 --> 00:13:30,670 I mean I think this view is pretty amazing 123 00:13:30,670 --> 00:13:39,880 Oh beautiful as a penthouse how do you rate this one this is one of my 124 00:13:39,880 --> 00:13:43,779 favourites to be on this year you know what I'm coming to check this type of 125 00:13:43,779 --> 00:13:52,510 room I will check with pleasure with big pleasure say you know what are you 126 00:13:52,510 --> 00:13:55,810 looking for up here Oh at the moment we've got engineering 127 00:13:55,810 --> 00:14:00,160 in the room we've got housekeeping in the room preparing it so we're just 128 00:14:00,160 --> 00:14:05,920 gonna have a look and and see what major things we we've got to do to get it 129 00:14:05,920 --> 00:14:12,670 ready can you tell us he's staying here tomorrow I can tell you yes so it's Luke 130 00:14:12,670 --> 00:14:15,880 Lee the new who's arriving here how do you feel about that 131 00:14:15,880 --> 00:14:20,829 I mean it's special definitely but it's a room that you have to prepare and if 132 00:14:20,829 --> 00:14:27,519 it is for Bill Clinton or for a neighbor it's the same it needs to be in good 133 00:14:27,519 --> 00:14:31,569 condition the gas is still paying the same money still wants to have the same 134 00:14:31,569 --> 00:14:37,690 experience Bill Clinton's gonna be here tomorrow night how does that make you 135 00:14:37,690 --> 00:14:42,370 feel excited always when we have this top top top top top you know you're 136 00:14:42,370 --> 00:14:46,180 putting more effort for that because you're there they choose your place 137 00:14:46,180 --> 00:14:54,690 where you working so you need to make them back no as a stable 138 00:14:58,200 --> 00:15:02,880 have you met him yes 139 00:15:05,160 --> 00:15:12,380 he was Ezekiel I'll keep calm hello good afternoon sir 140 00:15:12,380 --> 00:15:18,000 hello my dear how are you today oh yeah I'm very well sir 141 00:15:18,000 --> 00:15:22,800 oh good how are you doing oh yeah I didn't expect that people ask me so many 142 00:15:22,800 --> 00:15:25,010 questions 143 00:15:26,010 --> 00:15:31,060 today a man with global influence in luxury travel has arrived 144 00:15:31,060 --> 00:15:35,290 Matthew Upchurch from Texas crosses the world four times a year 145 00:15:35,290 --> 00:15:40,390 and has seen thousands of five-star rooms he's here to inspect new Suites 146 00:15:40,390 --> 00:15:47,110 and his opinion matters after all 35% of the guests are American 147 00:15:47,110 --> 00:15:53,410 so these Suites I'm excited to see them yeah they're brand new this is the 148 00:15:53,410 --> 00:15:57,610 bedroom mm-hmm gardens feet yeah I think it has a quite 149 00:15:57,610 --> 00:16:05,860 British touch yeah a lot of cushion soft furniture today the demand for suites is 150 00:16:05,860 --> 00:16:13,420 off the charts a client is not one you know one trip it's all whether they're 151 00:16:13,420 --> 00:16:16,990 traveling for business or Biscay ssin they call it now it's a little bit of 152 00:16:16,990 --> 00:16:20,680 business a little bit of vacation and by the way one of my favorite new terms is skip gen travel you know what skip Chen 153 00:16:23,740 --> 00:16:28,750 is the grandparents take the grandkids and leave the parents behind and our 154 00:16:28,750 --> 00:16:33,100 clients also evolve I mean their taste of all and this is why it's very 155 00:16:33,100 --> 00:16:38,440 important I think to stay fresh and as some of these wealthy people say I 156 00:16:38,440 --> 00:16:42,550 didn't get here by being selling either right so they're very purpose-driven about what happens with that particular 157 00:16:44,530 --> 00:16:54,280 trip in 5-star luxury hotels you never know who's behind the room doors one 158 00:16:54,280 --> 00:16:58,930 Oscar winner is here for five months whilst performing in the West End 159 00:16:58,930 --> 00:17:03,399 I spend my life in hotels and I could tell you a little dark story that 160 00:17:03,399 --> 00:17:08,770 actually has happened at ending is when my parents divorced and I was 11 or 12 161 00:17:08,770 --> 00:17:13,959 and we were homeless and we were living in a car and we went from the car to a 1 162 00:17:13,959 --> 00:17:19,419 motel to another hotel to another motel and I swore to myself I said one day I'm 163 00:17:19,419 --> 00:17:23,850 gonna be so rich and famous I'll never have to stay in a hotel again and cut to 2018 and I'm back in these damn hotels 164 00:17:26,770 --> 00:17:33,520 but there's so much nicer traditional afternoon tea is being refashioned to 165 00:17:33,520 --> 00:17:38,559 reflect the contemporary spirit of the hotel and it starts with a cups and 166 00:17:38,559 --> 00:17:50,799 saucers so finally it's here the newly ordered four spoke English China service 167 00:17:50,799 --> 00:17:58,029 has been delivered to the basement 20 tea pots in red and 60 tea pots engraved 168 00:17:58,029 --> 00:18:03,720 I think the red is stunning and look just how beautiful it has turned out 169 00:18:03,720 --> 00:18:10,910 yeah I mean locating is gorgeous I think people will love it 170 00:18:10,910 --> 00:18:22,480 [Music] so what is where are the cups you need 171 00:18:22,480 --> 00:18:35,160 to see the cup this is nicer sauce us yeah there's one here Eddie 172 00:18:35,160 --> 00:18:40,810 where are the golden cups Thomas what are the golden cups where they're for the special occasions exactly you know 173 00:18:48,130 --> 00:18:52,360 when it gets really special no I mean there was also an option which all we have chosen the silver one because I 174 00:18:54,730 --> 00:19:00,550 think they sit very beautifully but you always have to have something up your 175 00:19:00,550 --> 00:19:05,290 sleeve you know that's a little more special maybe you know afternoon tears 176 00:19:05,290 --> 00:19:10,720 it's in essence it's pure celebration so there are a lot of birthday party it's a 177 00:19:10,720 --> 00:19:15,400 lot of baby showers a lot of really really special moments and if you can 178 00:19:15,400 --> 00:19:20,650 give those larger parties something that not everybody else has then you know 179 00:19:20,650 --> 00:19:25,510 it's it's it's always nice if somebody thinks about you so so for those 180 00:19:25,510 --> 00:19:34,200 occasions we'll have golden cups we have them 181 00:19:36,570 --> 00:20:13,539 that's played some late today some people stay on business for extended 182 00:20:13,539 --> 00:20:17,429 periods so the hotel begins to feel like home 183 00:20:17,429 --> 00:20:24,490 this guest is here for 10 weeks when you come into a room what do you look for 184 00:20:24,490 --> 00:20:32,760 this is too big hmm but the piano room is the best 185 00:20:36,570 --> 00:20:42,370 and then there's this little I don't know what they call it it's same floor 186 00:20:42,370 --> 00:20:47,050 but over there and there's a little stairway that takes you upstairs to a 187 00:20:47,050 --> 00:20:50,980 suite I don't know what they call that over there is that the dot Brown walls 188 00:20:50,980 --> 00:20:59,610 yes the book room the piano room the book room and then the super upper plush apartment on the other end that's where 189 00:21:04,890 --> 00:21:10,870 if Beyonce was here she'd probably say that the Royal the Royal if Tim Cook was here he would probably stay there but 190 00:21:15,040 --> 00:21:17,730 you do have a sense of somewhere being too big 191 00:21:17,730 --> 00:21:24,089 yeah the Royal Suites too big for me [Music] 192 00:21:25,660 --> 00:21:31,760 making afternoon tea is a surprisingly complicated business and this is the 193 00:21:31,760 --> 00:21:41,059 21st planning meetings many hotels use a tiered cake stand but to create an 194 00:21:41,059 --> 00:21:46,280 impact a 100 year old silver trolley will be the star of the show displaying 195 00:21:46,280 --> 00:21:56,390 the new pastries and fancies great height when we talk about the service 196 00:21:56,390 --> 00:22:00,740 for tea I mean the service comes in different stages no I mean you take the 197 00:22:00,740 --> 00:22:05,510 champagne order the tea order then you surf the sandwiches then you serve the 198 00:22:05,510 --> 00:22:08,960 scones and then you serve the trolley but when the whole idea of the trolley 199 00:22:08,960 --> 00:22:13,550 is this service in engagement and encouraging the dialogue as we said with 200 00:22:13,550 --> 00:22:18,380 the tea brewing but you don't want to overdo it 201 00:22:18,380 --> 00:22:22,100 you know like the it needs to be in the right doses because otherwise it gets annoying you really think of it but how 202 00:22:24,679 --> 00:22:29,150 we actually gets them off the trolley do these items because it's a bit that you 203 00:22:29,150 --> 00:22:39,920 know you drop them a really nice one something so that we don't have to use 204 00:22:39,920 --> 00:22:43,100 the plastic gloves in silver to go with the trolley not stainless steel so you have to champagne 205 00:22:44,929 --> 00:22:49,550 trolley on one side that pays to trolley on the other side and from there it sort of goes around the restaurant so that's 206 00:22:52,010 --> 00:22:56,090 really different you know to brew the tea in the room to have the trolley 207 00:22:56,090 --> 00:23:02,450 going around with sender the stand I think that's that would be nice yeah you 208 00:23:02,450 --> 00:23:06,170 need to think color here a little bit weak more like an rhubarb store many a 209 00:23:06,170 --> 00:23:11,690 bit of reddish pinkish yeah you know you don't want everything creamy you don't 210 00:23:11,690 --> 00:23:15,440 want dough in everything you don't want everything crumbly you don't you want a 211 00:23:15,440 --> 00:23:20,150 variety of flavors so you want to have maybe a certain fruit that is seasonal 212 00:23:20,150 --> 00:23:25,730 and you maybe want to certain exotic flavor you for sure want chocolate I 213 00:23:25,730 --> 00:23:30,610 mean that's like the law great and the tea making this is there are 26 teas on offer each will be 214 00:23:35,240 --> 00:23:42,370 individually weighed and brewed to the guests specification by a tea sommelier 215 00:23:44,620 --> 00:24:02,450 and voila the new baccarat champagne glasses cost 200 pounds a pair I think 216 00:24:02,450 --> 00:24:10,850 that's really a very very beautiful table max is 16 and the youngest employee in the hotel he's gone from 217 00:24:13,700 --> 00:24:20,930 schoolboy the five star apprentice basically awful for Porter and half of 218 00:24:20,930 --> 00:24:27,320 concierge I was deciding deformity to do this overcome a plumber resolve those two options really yeah I think I made a 219 00:24:31,970 --> 00:24:38,690 good choice hopefully it will turn sour what's your 220 00:24:38,690 --> 00:24:49,210 ambition what do you want to be my mission is to be hotel manager or the 221 00:24:49,210 --> 00:24:56,470 owner of the whole entire crew ferret always go big 222 00:24:57,020 --> 00:25:04,400 I have two suits and five shirts how do you feel when you wear your suit 223 00:25:04,400 --> 00:25:13,480 I feel like a different person definitely I don't know I just feel more 224 00:25:13,480 --> 00:25:25,250 horseshoe courts say more bro not definitely at the love wobble when I'm 225 00:25:25,250 --> 00:25:29,120 in the work environment yourself just came out of school so when 226 00:25:29,120 --> 00:25:32,470 the teachers talk to me out for like a kid but when I'm in a work environment 227 00:25:32,470 --> 00:25:36,260 everyone treats me as if just like everyone else 228 00:25:36,260 --> 00:25:45,140 it's more about job golden age wish I like these days Hotel luxury is about 229 00:25:45,140 --> 00:25:49,520 being surprised and stimulated as well as a good night's sleep Thomas is entering into exploratory 230 00:25:52,130 --> 00:25:57,470 talks with a company who predict future trends and create fashionable moments 231 00:25:57,470 --> 00:26:02,000 for guests what is really important with this project is to give you points of 232 00:26:02,000 --> 00:26:06,080 differentiation to make you different from any other hotel we're going to be 233 00:26:06,080 --> 00:26:09,790 creating a series of planned interventions experiences and 234 00:26:09,790 --> 00:26:13,040 installations which should add something really really special to the guest 235 00:26:13,040 --> 00:26:16,730 experience what happens if lifts fail you know the 236 00:26:16,730 --> 00:26:19,550 great thing somebody says how do you create communities in the future well 237 00:26:19,550 --> 00:26:23,510 the simple way is to make a lift fail people talk to each other as soon as the 238 00:26:23,510 --> 00:26:28,100 lift breaks down or you can't do something you then have to create so 239 00:26:28,100 --> 00:26:32,540 some ways what we might be doing is creating deliberate encourages we want 240 00:26:32,540 --> 00:26:37,370 to do cabby in the coverage which is when you meet a London cab and they have 241 00:26:37,370 --> 00:26:41,060 those conversations with you and they're always disagreeable you know you can 242 00:26:41,060 --> 00:26:45,350 never find a London cab who will agree with you so let's choose a topic and 243 00:26:45,350 --> 00:26:49,280 watch them disagree and we also have a carbon recovered cabbie in the coverage 244 00:26:49,280 --> 00:26:54,110 you may begin the coverage you'd open it and you would say genetics and you'd 245 00:26:54,110 --> 00:26:56,270 have a long talk to give you about genetics 246 00:26:56,270 --> 00:26:59,420 we wanted to do things like philosopher in the bed so rather than having a book 247 00:26:59,420 --> 00:27:03,140 at bedtime you went to your room and you found a philosopher in the bed you've 248 00:27:03,140 --> 00:27:09,730 got 10 minutes in bed with velocity can I get your response to some of their 249 00:27:09,730 --> 00:27:18,309 ideas so philosopher in the bed I want to see the philosopher first book list 250 00:27:18,309 --> 00:27:24,580 instead of bottle of champagne yeah here you go why not it's great lifts not 251 00:27:24,580 --> 00:27:31,179 working to spark a conversation yeah that was an interesting point wasn't it 252 00:27:31,179 --> 00:27:35,530 I mean the the point that like technology has maybe taken some conversations away and that sometimes 253 00:27:37,559 --> 00:27:43,960 disruption actually gets us to talk so but I have to say I'm not planning to 254 00:27:43,960 --> 00:27:51,079 turn the lift off every 30 minutes [Music] 255 00:27:52,230 --> 00:27:58,659 someone else who doesn't like disruption is Yvette from housekeeping she's one of 256 00:27:58,659 --> 00:28:05,799 seven housekeepers over seven floors the job is make me happy I'm not and I'm not just coming to do the job I'm doing 257 00:28:07,780 --> 00:28:13,539 because I like it what do you like about it I like that 258 00:28:13,539 --> 00:28:19,150 that I'm responsible yeah that let's say everything is on my shoulders so and 259 00:28:19,150 --> 00:28:24,730 when I manage I feel so proud of myself Yvette from Bulgaria arrived in the UK 260 00:28:24,730 --> 00:28:31,059 as a strawberry picker and in 2010 went to London to work in hospitality she 261 00:28:31,059 --> 00:28:35,590 joined the hotel 18 months ago and has been promoted to a first floor 262 00:28:35,590 --> 00:28:42,100 supervisor I good morning this is my ladies this is our room attendant 263 00:28:42,100 --> 00:28:47,559 they're in charge of the first floor always so they're the one who is setting 264 00:28:47,559 --> 00:28:56,080 up the junkets looking after top VIPs all the celebrities yeah okay 265 00:28:56,080 --> 00:29:02,140 you all know these people yeah they're not the first time when they're here 266 00:29:02,140 --> 00:29:10,700 the main talent James we all know him yeah James Corden yes he nice yes he's 267 00:29:10,700 --> 00:29:17,750 so friendly so friendly he's coming here hello ladies he gonna come and greet us 268 00:29:17,750 --> 00:29:24,200 first because Oh before all the you know colleagues which one he have there his 269 00:29:24,200 --> 00:29:30,740 first coming to us all these rooms which one I'm in charge and I've always been 270 00:29:30,740 --> 00:29:35,120 like that they're like little family housekeeping hello there my little daughters because 271 00:29:38,570 --> 00:29:44,890 it's rooms here they're females so all my little daughters I know them problems 272 00:29:44,890 --> 00:29:51,410 yeah sometimes we have you know we have our housekeeping language here so let's 273 00:29:51,410 --> 00:29:56,780 say if we have departure one get one night cast let's say and the room is 274 00:29:56,780 --> 00:30:00,650 upside down and you say this our little one 275 00:30:00,650 --> 00:30:06,380 it's teenager you know and when we say teenager we know oh my goodness there is 276 00:30:06,380 --> 00:30:09,160 catastrophic air 277 00:30:10,850 --> 00:30:13,930 [Music] 278 00:30:16,210 --> 00:30:21,180 [Music] if you ask me now you choose one number 279 00:30:21,180 --> 00:30:26,130 and say okay even can you tell me 135 how is their own I can tell you 280 00:30:26,130 --> 00:30:31,290 everything what is in that room what one should be done what is our plans everything every color well tell me 281 00:30:34,350 --> 00:30:40,740 about 135 135 we need to change the carpet because they split a red one and 282 00:30:40,740 --> 00:30:45,720 it was late departure soon they didn't want to clean the room the red one when 283 00:30:45,720 --> 00:30:51,360 it's go more than 20 hours in the carpet it's a permanent stage so it's not going out we need to change we need to change 284 00:30:54,750 --> 00:31:01,680 the carpet there and also balcony needs to be a bit fixed otherwise everything 285 00:31:01,680 --> 00:31:08,340 is on good condition it's my rooms all 5-star hotels rely on corporate events as well as regular guests the hotel is 286 00:31:11,430 --> 00:31:15,510 hosting one of the biggest social gatherings in London tonight a Brit 287 00:31:15,510 --> 00:31:23,760 Awards after-party so French patisserie chef Loic has created 30 chocolate 288 00:31:23,760 --> 00:31:30,360 microphones for the VIPs who are overnighting to different virtual so we 289 00:31:30,360 --> 00:31:35,150 put pineapple online but the free coconut truffle is in the truffle and 290 00:31:35,150 --> 00:31:41,670 the microphone is made of chocolate only it's a good day and a half to do all of 291 00:31:41,670 --> 00:31:49,139 that for a special breed 7 tonight obviously and who designed it oh you just came up in my mind like that Sarah 292 00:31:51,149 --> 00:32:01,820 it's nice having sicilian-born young muy is director of rooms 293 00:32:02,149 --> 00:32:06,889 the hotel is full to bursting tonight and he's doing last-minute inspections 294 00:32:06,889 --> 00:32:13,990 before the VIP guests arrive always interested about you know what 295 00:32:13,990 --> 00:32:18,400 was happening behind the scene five years old I knew that this was going to 296 00:32:18,400 --> 00:32:24,880 be my future five years old I was five CF five six years old and I was already 297 00:32:24,880 --> 00:32:29,679 I think he loved with hotels and I thought this would be definitely 298 00:32:29,679 --> 00:32:37,679 something that will be part of my life so yes I think was always part of my DNA 299 00:32:37,919 --> 00:32:45,700 so this suite is yes a beautiful view is called chiffon the suite because it's 300 00:32:45,700 --> 00:32:57,880 actually facing Trafalgar oh good so the room is being set up already with 301 00:32:57,880 --> 00:33:03,280 our lovely VIPs here so I always come here normally just to double check to just see the last touches so when I look 302 00:33:05,799 --> 00:33:09,340 at the table look a shaper for perfection and I just want to make sure 303 00:33:09,340 --> 00:33:14,380 that first of all there is always a welcome card what Concord is essential 304 00:33:14,380 --> 00:33:20,110 for our VIPs guests and then that all the amenities they look up to standards this guest is got some specific requests 305 00:33:23,070 --> 00:33:29,080 apples and bananas so we obviously add a bit more than the usual and blueberries 306 00:33:29,080 --> 00:33:33,520 as well part of his diet this is first time with us so we are prepared 307 00:33:33,520 --> 00:33:38,080 everything according to his taste so we hope that he's gonna come back and here 308 00:33:38,080 --> 00:33:50,590 we are you can see as well the beautiful color on Nelson here bedroom now so here 309 00:33:50,590 --> 00:33:57,100 we are in these beautiful bedrooms all set up ready for tonight and then there 310 00:33:57,100 --> 00:34:03,400 are some extra requests as well hear from our top VIP he has request to have 311 00:34:03,400 --> 00:34:08,080 extra towers extra bathroom so you can see as well this is not the normal setup 312 00:34:08,080 --> 00:34:14,700 but this is actually a setup we spoke for him up in request extra 15 towers 313 00:34:14,850 --> 00:34:18,040 always double checked being under the bed 314 00:34:18,040 --> 00:34:25,469 just in case have you found anything under a bed yes barca show odd 315 00:34:25,469 --> 00:34:30,069 [Music] 316 00:34:33,880 --> 00:34:39,490 Ben Hoffa from Austria is head of food and beverage he'll be running three bars and two restaurants tonight and has 317 00:34:41,770 --> 00:34:47,610 hired 50 extra waiters to deal with the demands of an extra six hundred guests 318 00:34:47,610 --> 00:34:53,800 1000 bottles of champagne and hundreds of canapes will be served this has all 319 00:34:53,800 --> 00:34:58,420 been draped specifically for the event usually we don't have those curtains 320 00:34:58,420 --> 00:35:03,310 here it's just to make it you know attractive for our guests here and sort 321 00:35:03,310 --> 00:35:07,150 of keep the area a bit separate for the rest of the hotel so we have really a 322 00:35:07,150 --> 00:35:11,380 cool deejay tonight this is going to be the dance for it set up so we could have 323 00:35:11,380 --> 00:35:15,690 created a little bit of a club feeling in the restaurant 324 00:35:26,960 --> 00:35:31,850 we expect a lot of people they expect a really cool trendy crowd and we 325 00:35:31,850 --> 00:35:34,850 extremely happy to have you all here and you're gonna help us making this a 326 00:35:34,850 --> 00:35:38,570 success and you know I see lots of smiley faces everywhere it's more 327 00:35:38,570 --> 00:35:44,140 effective I got to sneak past tonight okay have a good service thank you 328 00:35:49,380 --> 00:35:52,510 [Music] 329 00:35:54,810 --> 00:36:01,220 whilst the party carries on till 3:00 a.m. the hotel keeps working 330 00:36:01,220 --> 00:36:20,440 [Music] 331 00:36:24,859 --> 00:36:32,240 delivery's never stop four and a half thousand brussels 21,000 332 00:36:32,240 --> 00:36:38,290 rashes of bacon and four thousand sausages a month 333 00:36:39,529 --> 00:36:43,400 how many eggs do yesterday 334 00:36:43,870 --> 00:36:50,640 unless 72,000 laurels a year and hundreds of rooms have to be cleaned 335 00:36:50,640 --> 00:36:55,890 and prepared for new arrivals Elena is a room attendant from Bulgaria 336 00:36:55,890 --> 00:37:01,440 who's been in the hotel for 18 months a favorite witness to work in our the 337 00:37:01,440 --> 00:37:10,220 river Suites I concentrate with the work and the job thousand percent concentrate they have 11 rooms we work in high-class 338 00:37:14,550 --> 00:37:24,030 service I'm from Bulgaria but I can say I love this country and I love my 339 00:37:24,030 --> 00:37:31,619 working place I love the people that surround me and I in this country and in 340 00:37:31,619 --> 00:37:42,450 this hotel I found myself so we started with this recently departed guest stayed for just one night 341 00:37:52,810 --> 00:38:04,520 we change absolutely everything every day we clean everything the belt the 342 00:38:04,520 --> 00:38:09,070 bathrobes the slippers of course everything 343 00:38:09,070 --> 00:38:14,990 this river suite costs four and a half thousand pounds a night do you think money makes people happy I don't think 344 00:38:19,940 --> 00:38:29,840 that everything is the money because there was a time that I was rich was 345 00:38:29,840 --> 00:38:34,090 that yeah I was a we had a business with my 346 00:38:34,090 --> 00:38:46,430 ex-husband after that everything just disappeared I can't say that I was a different kind of person so you've known 347 00:38:52,310 --> 00:39:00,920 what it's like to be very wealthy and then to have to work yes did you have a 348 00:39:00,920 --> 00:39:09,200 big house yes did you have people who came to work for you yes and around ten kharrus american cars only yes 349 00:39:24,740 --> 00:39:37,700 if you ask me about the reason I can't tell you it's a much personally but 350 00:39:38,090 --> 00:39:48,410 gamble our story I always finish like this so the money was lost yes unfortunately and I was the last person 351 00:39:51,570 --> 00:40:01,609 that I understood after that I start to take care for my children by myself 352 00:40:02,450 --> 00:40:15,150 does it hurt you to be a room attendant now no no for me so I'm happy I like my 353 00:40:15,150 --> 00:40:18,830 job and I will do it to the moment when I can 354 00:40:18,830 --> 00:40:37,490 [Music] max the 16 year old trainee concierge 355 00:40:37,490 --> 00:40:41,800 has been summoned by a guest for an errand 356 00:40:41,800 --> 00:40:46,390 today I'm going to Howard's to buy a Tom Ford suit and what sort of car are you in today a Jaguar and nussle fair I've 357 00:40:51,850 --> 00:40:58,180 sort of adapted to it I don't want to sound like a there yeah we're going use 358 00:40:58,180 --> 00:41:05,130 to it so where were you this time a year ago this time a year ago god 359 00:41:05,130 --> 00:41:15,040 finish finishing my GCSEs and not man we've got him by an Seuss you know your 360 00:41:15,040 --> 00:41:21,190 way around Paris I could still get lost in a place you're confusing especially I 361 00:41:21,190 --> 00:41:25,320 keep switching between self Jersey Paris 362 00:41:27,840 --> 00:41:35,230 my best shopping jobs who's going up to Louboutin where I had to buy a seven and 363 00:41:35,230 --> 00:41:42,430 a half hours and what pan worth of stuff yes it's got a lot of stuff so I'll 364 00:41:42,430 --> 00:41:47,680 sitting in there quite a lot of time and feeling that paperwork that they take 365 00:41:47,680 --> 00:41:50,680 care of you I'll give you say a glass or cook their 366 00:41:50,680 --> 00:41:57,340 food champagne but what was my age that's enough okay so fairly big meeting 367 00:41:57,340 --> 00:42:03,970 today in the run-up of our afternoon tea launch which we have all worked on a lot so thank you very much to start with 368 00:42:07,030 --> 00:42:11,670 another day another meeting about the new afternoon tea 369 00:42:11,670 --> 00:42:19,440 Thomas is called a three line width to finalise decisions on sandwich fillings 370 00:42:21,870 --> 00:42:25,360 [Laughter] 371 00:42:28,440 --> 00:42:31,650 cream cheese 372 00:42:33,620 --> 00:42:43,650 peace yeah I don't like the peace - you know I think it's - it maybe is a little 373 00:42:43,650 --> 00:42:49,260 bit too sweet but I think you need one or two you need to keep classic hmm and 374 00:42:49,260 --> 00:42:54,150 then three you can play with I mean or like I think the variations are such I 375 00:42:54,150 --> 00:42:58,940 don't think it's like the truffle and the egg it's actually quite delicious 376 00:42:59,720 --> 00:43:08,010 what do you have to think about when you think about sandwiches a lot what a good 377 00:43:08,010 --> 00:43:15,170 quality of breads softness of breads proportions between filling and breads 378 00:43:15,170 --> 00:43:21,240 flavor variety what is traditional how far do you push the tradition what do you have to keep what can you change 379 00:43:22,940 --> 00:43:27,240 might want to be surprised and delighted I still I'm still coming for afternoon tea I'm coming for the finger sandwich 380 00:43:28,710 --> 00:43:34,710 which is why I grieved keep it nicely said that the tea would be deeply 381 00:43:34,710 --> 00:43:41,040 respecting traditions so I think so they I think this goes to step too far away 382 00:43:41,040 --> 00:43:47,220 usually you want something to pop at the moment it's all very in a box in mind 383 00:43:47,220 --> 00:43:52,200 which is great but why can't you have one open one square one triangle one 384 00:43:52,200 --> 00:43:55,610 round so create some excitement 385 00:44:08,140 --> 00:44:14,790 [Music] can you go to the check of the roof yeah 386 00:44:14,790 --> 00:44:20,250 the roof it's just so basically we have been two alarms around the hotel and 387 00:44:20,250 --> 00:44:24,870 every intruder alarm is linked so when there's somebody opens the door we get 388 00:44:24,870 --> 00:44:29,310 an activation like that and then we will go and check and investigate it so light 389 00:44:29,310 --> 00:44:33,090 now something's gone onto the roof they didn't get permission from us so one of 390 00:44:33,090 --> 00:44:38,520 my team will go and see which is some people behave badly in hotels and turn 391 00:44:38,520 --> 00:44:44,190 up where they shouldn't security is always an issue and there are regular 392 00:44:44,190 --> 00:44:55,620 updates in housekeeping security and safety question I was actually raised if 393 00:44:55,620 --> 00:45:01,320 a guest asked me to upon he's his door if he's giving me his name shall I open 394 00:45:01,320 --> 00:45:07,950 the door or not so you will now ask the full name of the guest all right so Inger please so would you mind open my 395 00:45:10,740 --> 00:45:16,080 door please can I take your name Adam yes mr. Moss and can I take your first 396 00:45:16,080 --> 00:45:20,640 name please yes Natalie Natalie no problem then Inga will open the door for 397 00:45:20,640 --> 00:45:26,400 me okay as I mentioned yesterday the intruder that we did have over the 398 00:45:26,400 --> 00:45:35,250 weekend has heard the guest name okay and the room number however if it's 399 00:45:35,250 --> 00:45:41,910 really my room I will know my full name correct yeah usually on the phone who 400 00:45:41,910 --> 00:45:46,950 will say could you please open the room for one for two miss Simone's let's see 401 00:45:46,950 --> 00:45:53,160 right okay but you never say to miss Natalie Simone's correct so please make 402 00:45:53,160 --> 00:45:58,290 sure that you don't say no you do not refuse but you ask the full name of the 403 00:45:58,290 --> 00:46:04,800 guest is that clear yeah very good 404 00:46:11,180 --> 00:46:17,430 kevin is the star of the lobby a lawyer by profession he takes three afternoons 405 00:46:17,430 --> 00:46:22,890 off a week to play to the hotel guests it's wonderful you get to meet people 406 00:46:22,890 --> 00:46:29,460 from all over the world and my job is to uplift the human spirit and I love it I 407 00:46:29,460 --> 00:46:40,110 really enjoy playing to people making them happy even though I'm a small part 408 00:46:40,110 --> 00:46:45,960 of being a picture I love what I do being able to add something - I sort of 409 00:46:45,960 --> 00:46:52,140 see it as a condiment I'm like an additive to add to the room I don't want 410 00:46:52,140 --> 00:46:57,570 to take away from what's going on I want to be like a ketchups probably a bad 411 00:46:57,570 --> 00:47:02,010 example but something on the side and you can add to enhance what you're doing 412 00:47:02,010 --> 00:47:06,720 that's how I see myself sugar in the bowl yes all champagne pain in the glass the extra bubbles that's 413 00:47:08,730 --> 00:47:14,040 made the bubbles will be flowing into the afternoon tea rehearsal with the 414 00:47:14,040 --> 00:47:19,110 grand launch scheduled for tomorrow the team are concentrating on presentation 415 00:47:19,110 --> 00:47:25,190 this t is really managed to do nothing but to deliver joy and pleasure and fun 416 00:47:25,190 --> 00:47:30,570 Simon and Jody from HR are the guinea pigs 417 00:47:30,570 --> 00:47:37,020 as always the devil is in the detail in whatever direction we decide they should 418 00:47:37,020 --> 00:47:45,600 be that's how they that we need to put the jinn yes it makes sense that is 419 00:47:45,600 --> 00:47:50,850 facing yes but then the son wishes since then the families need to reach yeah 420 00:47:50,850 --> 00:47:58,110 exactly it's a bit wide as well is it too wide we can't read one sandwich too 421 00:47:58,110 --> 00:48:03,630 much huh oh you need to be too strict like her like a cross actually maybe 422 00:48:03,630 --> 00:48:09,780 some sandwich she's coming now I'm thinking is it may be too much to align 423 00:48:09,780 --> 00:48:14,160 all the stripes but then again if they weren't aligned it would I mean that looks really messy and we can't have 424 00:48:16,140 --> 00:48:21,150 that obviously so then I'm thinking is it nicer to have a long line or is it 425 00:48:21,150 --> 00:48:27,120 nicer to see the fillings I am thinking like this the portion looks a little 426 00:48:27,120 --> 00:48:33,540 large so I think like this it looks a little bit more elegant I'm also 427 00:48:33,540 --> 00:48:38,550 thinking do we really need the green did what you mind - we just remove that with 428 00:48:38,550 --> 00:48:47,220 your like Hawk lady just what it would look like without so because then you have the elegance of the slimmer look 429 00:48:50,190 --> 00:48:56,370 but you still happy you know the benefit of seeing the filling I'm also thinking 430 00:48:56,370 --> 00:49:03,000 is it maybe a little big I mean it also looks very generous on it looks very 431 00:49:03,000 --> 00:49:07,700 generous and we always wanted spirit of generosity right 432 00:49:20,309 --> 00:49:28,239 spectator sport so I can see with the X image that the filling is coming out on 433 00:49:28,239 --> 00:49:32,469 the side is it bothering you Simon or is it all right no it's good it's fine 434 00:49:32,469 --> 00:49:39,640 it's oozing out Thomas that we love that with the sandwich is sorted the next 435 00:49:39,640 --> 00:49:44,170 consideration is the scones you come with them close like this you know this 436 00:49:44,170 --> 00:49:48,999 is delicious constitute keep warm you show them with a look at it if the box is to keep the moment you should 437 00:49:51,489 --> 00:49:56,769 mention that that's why they're in the box you can as well I mean if people are inexperienced in afternoon tea they 438 00:49:59,440 --> 00:50:04,150 might think well you've closed the box and let's touch it so ok so that we need 439 00:50:04,150 --> 00:50:09,219 to know for - yeah yeah corn were Devon cream first gem first cut the course go 440 00:50:09,219 --> 00:50:14,229 and break the skull and what would the Queen do what would the Queen do or would the Queen do she would break yeah 441 00:50:19,269 --> 00:50:22,680 so I'm told I never had team 442 00:50:23,580 --> 00:50:31,539 [Music] the dream guest for the hotel is one 443 00:50:31,539 --> 00:50:41,319 that returns again and again so this is a room that we refer to as a long-term storage as you can see it's almost at 444 00:50:44,920 --> 00:50:49,299 capacity but forgets who have a reservation to come back and stay with 445 00:50:49,299 --> 00:50:54,430 us but you know don't necessarily need what they have here until they're back 446 00:50:54,430 --> 00:51:01,900 at the hotel so the obvious thing is clothing and suitcases and and boxes six 447 00:51:01,900 --> 00:51:10,989 or seven friends but these are the hope here we go these are the types of things 448 00:51:10,989 --> 00:51:19,170 that months at the moment that could end up being residence for a couple of years 449 00:51:19,950 --> 00:51:27,369 very regular guests from Qatar actually he left us today and I did remind him 450 00:51:27,369 --> 00:51:30,640 that they were still here but unfortunately didn't decide to take them with him and do you ever find guests 451 00:51:33,460 --> 00:51:39,220 forget that they've left something here 100 percent we could dig things out as you know we've been open 7 years I'm 452 00:51:41,079 --> 00:51:46,180 sure we've got some items down here touching on 6 or 7 years and who likes to store most is it Middle Eastern 453 00:51:48,190 --> 00:51:53,940 guests or Chinese guests or English go find Middle Eastern guests 454 00:51:53,940 --> 00:52:00,970 I'm not sure if they want to store more regularly but they just have more to store they've got yes like the countless 455 00:52:05,319 --> 00:52:08,920 or endless amounts of bags I don't travel with clothes so how does it work 456 00:52:08,920 --> 00:52:14,680 where are your clothes so my clothes are here have clothes in New York have clothes in Hong Kong have clothes and 457 00:52:17,940 --> 00:52:26,200 that's it LA in New York so New York I have clothes in London New York Hong Kong do 458 00:52:29,829 --> 00:52:33,430 you do you ever forget where something is if you really want to wear something you think where is it which city no 459 00:52:35,559 --> 00:52:39,079 because I have like duplicates will I am told 460 00:52:39,079 --> 00:52:44,479 he never carries luggage no we do we do um he does little he does like to leave or the people around him like to leave a 461 00:52:48,680 --> 00:52:53,150 lot of stuff to where it is these cases is I'm not easy and you may even be here 462 00:52:53,150 --> 00:53:00,109 at the moment I do think he's here but I think we've actually got them tucked 463 00:53:00,109 --> 00:53:03,170 right down the back Bears are keeping an eye on it for him 464 00:53:03,170 --> 00:53:10,190 [Music] 465 00:53:13,259 --> 00:53:23,589 today the afternoon tea gets its premier a 2-foot lemon drizzle cake has top 466 00:53:23,589 --> 00:53:33,880 filling [Music] 467 00:53:33,880 --> 00:53:44,500 there's some confusion over the best route to take the trolley double marks 468 00:53:44,500 --> 00:54:04,540 at nine the cakes have made their own way up to the seventh floor graph 469 00:54:04,540 --> 00:54:12,589 phenomenon [Music] 470 00:54:12,630 --> 00:54:18,180 I think a lot about the team you know because I really really believe if the team doesn't enjoy delivering this tea 471 00:54:21,840 --> 00:54:26,460 every day and if they don't have fun and if it's if it's in essence if it's a 472 00:54:26,460 --> 00:54:32,570 pain every day it's not a great idea it needs to work 473 00:54:32,990 --> 00:54:36,100 [Music] 474 00:54:36,830 --> 00:54:43,680 after three months of planning and 25 meetings involving 20 staff the trolley 475 00:54:43,680 --> 00:54:49,440 makes its debut in the crystal moon lounge the guests will be paying 65 476 00:54:49,440 --> 00:54:55,160 pounds ahead for afternoon tea with champagne 477 00:54:55,690 --> 00:54:58,979 [Music] 478 00:55:02,640 --> 00:55:10,360 no need for furious yeah language once the way that we've organized it in terms 479 00:55:10,360 --> 00:55:15,010 of staffing it's not working we need to we need to actually split up to the 480 00:55:15,010 --> 00:55:18,790 world so you actually need one person whose election painfully Gompers on the sweet trolley it's too slow 481 00:55:21,910 --> 00:55:29,880 [Music] it's a wobbly start for the lemon 482 00:55:29,880 --> 00:55:32,540 drizzle cake 483 00:55:35,540 --> 00:55:57,940 [Music] - exactly - little rice yes let's do 484 00:55:57,940 --> 00:56:01,660 that exactly so this is four so let's next time let me do it differently so it 485 00:56:01,660 --> 00:56:04,410 doesn't fall again 486 00:56:05,410 --> 00:56:08,610 [Music] 487 00:56:09,449 --> 00:56:13,029 there needs to be a rhythm and there needs to be a certain routine at a 488 00:56:13,029 --> 00:56:19,599 certain flow that feels natural and that just works you never really know what 489 00:56:19,599 --> 00:56:24,759 happens when service changes but the first day I think everybody's always 490 00:56:24,759 --> 00:56:28,749 worried about what do I do next trolleys there gingerly moving around 491 00:56:28,749 --> 00:56:36,519 what is the speed limit what should we call it one mile per hour maybe after a 492 00:56:36,519 --> 00:56:41,410 hesitant start the afternoon teas punching its weight on the London 5 star 493 00:56:41,410 --> 00:56:47,919 scene covers have doubled to 500 a week 25,000 scones have been served 494 00:56:47,919 --> 00:56:54,279 and only 12 of the baccarat glasses have been chipped you know to have an 495 00:56:54,279 --> 00:56:59,550 environment like this really really means that you have to 496 00:56:59,550 --> 00:57:04,620 be at the top of your game all the time every good Helen wants a slice of the same cake and I think you know this 497 00:57:07,560 --> 00:57:12,300 makes it very different in London to perhaps other markets in the world 498 00:57:12,300 --> 00:57:17,070 because you really constantly need to adapt you constantly need to be sure 499 00:57:17,070 --> 00:57:23,490 that you know the world around us is changing very very fast we have to watch out that it's not changing faster than 500 00:57:25,680 --> 00:57:30,810 we are next week out with the old restaurant 501 00:57:30,810 --> 00:57:39,180 and in with the news - beef - sold - beep - so Tom carriage comes to town 502 00:57:39,180 --> 00:57:44,850 Thomas is invaders to promote the hotel and here's some extraordinary requests I 503 00:57:44,850 --> 00:57:51,570 need to fly my gerbil in a first-class seat from New York to LA and table tips 504 00:57:51,570 --> 00:57:59,690 to fan the rolls can you show it it's a bit of a trade secret though 505 00:58:01,690 --> 00:58:30,530 [Music] you