0:00:02 > 0:00:04This time on Hotel 24/7...
0:00:04 > 0:00:06Oh, yeah!
0:00:06 > 0:00:09..it's a testing time for chef Stew and his new menu...
0:00:09 > 0:00:13This is the worst day of my year cos it's just non-stop critique.
0:00:13 > 0:00:18..a celebrity guest checks in for some pampering...
0:00:18 > 0:00:21and there's a management dispute over marketing.
0:00:21 > 0:00:23We cannot just sit back and do nothing.
0:00:23 > 0:00:27Yeah, but at the moment, we won't have a database to go to.
0:00:28 > 0:00:31This is a week inside the Celtic Manor Resort,
0:00:31 > 0:00:36a behind-the-scenes look into the life of its hard-working staff.
0:00:36 > 0:00:39Seven days of ups and downs as they cook, clean
0:00:39 > 0:00:41and cater for their guests.
0:00:41 > 0:00:44This is Hotel 24/7.
0:00:50 > 0:00:55The Celtic Manor Resort is the biggest five-star hotel in Wales,
0:00:55 > 0:00:58hosting high-profile events from golf tournaments,
0:00:58 > 0:01:02weddings, and even the NATO conference.
0:01:02 > 0:01:05No day is the same.
0:01:05 > 0:01:08It's one of the biggest weeks of the year for the hotel
0:01:08 > 0:01:11as they prepare to host their annual polo event.
0:01:12 > 0:01:14Good afternoon, Celtic Manor Special Events,
0:01:14 > 0:01:16Molly speaking, how can I help?
0:01:16 > 0:01:17She's booked in to stay on Saturday,
0:01:17 > 0:01:20so I don't know if she's got a party or something.
0:01:20 > 0:01:23What was the name on your bookings, please?
0:01:23 > 0:01:26The polo has become one of the hotel's biggest draws,
0:01:26 > 0:01:30pulling in over 3,000 visitors last year.
0:01:30 > 0:01:34But it's been the wettest winter for over 200 years in Wales
0:01:34 > 0:01:39and after days of constant rain, the ground is soaked through.
0:01:39 > 0:01:41- Morning, Tim, how are you? - I'm fine, thanks.
0:01:41 > 0:01:43Welcome to paradise.
0:01:43 > 0:01:45The hotel has called in consultant Tim Keyte.
0:01:45 > 0:01:48He'll decide if the pitch is safe enough
0:01:48 > 0:01:50for the polo horses to play on.
0:01:50 > 0:01:53- There's no room for error, really. - No.
0:01:53 > 0:01:56Like, if we get rain on Thursday or Friday,
0:01:56 > 0:02:00- we're back to where we were a couple of weeks ago.- Look, you advise us.
0:02:00 > 0:02:04If it's a no, then it's a no, and if it's good, then great.
0:02:04 > 0:02:06I'd like to have a good old walk over the top of it.
0:02:06 > 0:02:09For Chief Operating Officer Ian Edwards,
0:02:09 > 0:02:11there's a great deal at stake.
0:02:11 > 0:02:12It's a whole year's work.
0:02:12 > 0:02:15We had in excess of 1,000 people, just general admittance,
0:02:15 > 0:02:181,000 in hospitality.
0:02:18 > 0:02:21'Just selling tickets is a massive operation on its own so, yeah,
0:02:21 > 0:02:23'it's huge.'
0:02:23 > 0:02:24What's your vibe then?
0:02:25 > 0:02:28No, you don't want to know yet.
0:02:28 > 0:02:30I don't want to spoil your day before we start.
0:02:32 > 0:02:35- We've got to make a decision now, haven't we?- We have to as well.
0:02:35 > 0:02:36Yeah, absolutely.
0:02:38 > 0:02:41- The weather's not good tomorrow. - No.
0:02:41 > 0:02:44Would you rather not do it as it stands?
0:02:44 > 0:02:45Yeah? OK.
0:02:45 > 0:02:48That's what we'll do. That's our decision made.
0:02:48 > 0:02:51- Thanks for coming down again, Tim. - No, not at all.
0:02:52 > 0:02:54Now, we've got to go into contingency
0:02:54 > 0:02:57and plan for filling the hotel at the weekend.
0:02:59 > 0:03:00The decision to cancel
0:03:00 > 0:03:04will have a knock-on effect across all areas of the hotel.
0:03:04 > 0:03:06Ian has scrambled a crisis meeting
0:03:06 > 0:03:10to outline his strategy for damage limitation.
0:03:10 > 0:03:14OK, so, we had a meeting down on the polo field this morning just
0:03:14 > 0:03:17after seven. Unfortunately, it's not playable.
0:03:17 > 0:03:20Where we go then, Nancy, obviously, if you contact John
0:03:20 > 0:03:24and any other suppliers and tell them we're pulling the event.
0:03:24 > 0:03:29Em, and whatever we can do on any...any side of that to
0:03:29 > 0:03:31minimise any cost.
0:03:31 > 0:03:34Peter, obviously, food and make sure all our supplies are cut
0:03:34 > 0:03:37back on that so straightaway, action all of this.
0:03:37 > 0:03:40The really important thing about this is we close it,
0:03:40 > 0:03:42we make sure every person we deal with is closed
0:03:42 > 0:03:45so they know what the process is, they know that we've contacted them
0:03:45 > 0:03:49and they know what their options are, whether it is a full refund or
0:03:49 > 0:03:52whether they're going to attend another event.
0:03:52 > 0:03:54But it is really important we don't miss anyone
0:03:54 > 0:03:57because we've got to make sure that we make the most out of this and make
0:03:57 > 0:04:03sure that they know that we're trying to put things right as best we can.
0:04:03 > 0:04:06So, obviously, we'll post everything onto the website.
0:04:06 > 0:04:10We'll look at getting everything out to media as well so,
0:04:10 > 0:04:15hopefully, by the end of the day, everybody will be...
0:04:15 > 0:04:17And will it go on radio, Ness?
0:04:17 > 0:04:19Yeah, we'll send it through to radio,
0:04:19 > 0:04:22Media Wales and to the Argus as well.
0:04:22 > 0:04:25OK, well, let's make the most of it. Let's be upbeat when we're
0:04:25 > 0:04:31on the phone to these clients and sponsors and...do what we can.
0:04:34 > 0:04:35With over 400 rooms to fill,
0:04:35 > 0:04:38the hotel welcomes all kinds of guests,
0:04:38 > 0:04:40from business travellers to families.
0:04:40 > 0:04:42Good morning, children.
0:04:42 > 0:04:44Hello, how are you?
0:04:44 > 0:04:46In charge of making sure they're all catered for
0:04:46 > 0:04:49is director of food and beverage Glenn Lewis.
0:04:49 > 0:04:52'As I thought, we now have a queue for breakfast
0:04:52 > 0:04:57'so I'm going to be doing my hosting bit.'
0:04:57 > 0:05:01- 704? And the name, please?- Graham. - Graham? For two?
0:05:01 > 0:05:03Carol and Mark?
0:05:03 > 0:05:04- Tracy...- Tracy and Mark.
0:05:04 > 0:05:07Tracy and Mark? So, Carroll is the surname?
0:05:10 > 0:05:13'I love dealing with the public, love it.'
0:05:13 > 0:05:17I guess, really, this is why I went into the hotel business.
0:05:17 > 0:05:22When I was at school, I so much wanted to be an actor, I so much
0:05:22 > 0:05:27wanted to go to, you know, RADA and acting school but never got there.
0:05:27 > 0:05:30So, I think this is now my stage, you see.
0:05:30 > 0:05:32And these guests are my audience.
0:05:32 > 0:05:36- So, just for two?- Yes, it is.- All right. So, you checking out today?
0:05:36 > 0:05:39- No, no, we're staying tomorrow. - You arrived yesterday?
0:05:39 > 0:05:42- What have you been up to?- Well, it's our first year wedding anniversary...
0:05:42 > 0:05:46- Oh, really? Congratulations. This is paper, isn't it?- Ah, yes.
0:05:46 > 0:05:50- So, what are your plans for today? - I'm a golfer. She doesn't play so...
0:05:50 > 0:05:53You're going to hit a couple of balls?
0:05:53 > 0:05:55Right, OK, enjoy your breakfast.
0:05:58 > 0:06:02The resort has over 1,000 acres of world-class golf courses
0:06:02 > 0:06:05and it takes a team of dedicated green-keepers
0:06:05 > 0:06:08to maintain the miles of underground water pipes,
0:06:08 > 0:06:11which keep the grass in pristine condition.
0:06:11 > 0:06:14It's like I'm the Chancellor of the Exchequer.
0:06:14 > 0:06:18Today, one of the sprinklers needs replacing.
0:06:18 > 0:06:22For greenkeepers Noel and Neil, it's spades at the ready.
0:06:22 > 0:06:24It's something that we've got to hit straightaway,
0:06:24 > 0:06:27it's right on the green, and, believe it or not,
0:06:27 > 0:06:32within a 48-hour period, we could be irrigating this.
0:06:32 > 0:06:34If they put a fertiliser down and it needs to be watered in,
0:06:34 > 0:06:38this sprinkler's going to be needed straightaway.
0:06:38 > 0:06:40The pressure's on to replace the sprinkler
0:06:40 > 0:06:42before the golfers arrive at the hole.
0:06:42 > 0:06:44We don't really want to show the customers that we've got
0:06:44 > 0:06:45issues like this, you know.
0:06:45 > 0:06:48The last thing they want to see is a sprinkler dug out.
0:06:55 > 0:06:57See, you'd never know we've been on this.
0:07:02 > 0:07:04If it comes up perfect, I've done this.
0:07:04 > 0:07:07If there's a problem with it, that's down to Noel.
0:07:07 > 0:07:09CONTROLS BEEP
0:07:13 > 0:07:17- It's all good. Oh, well done, mate. - I done a very good job. It's...
0:07:19 > 0:07:21- The man with no muddy hands.- Yeah.
0:07:21 > 0:07:24The golfer will turn up now and he won't even know it's been done.
0:07:26 > 0:07:28MAN GROANS
0:07:28 > 0:07:31Ex-England footballer and keen golfer Kieron Dyer
0:07:31 > 0:07:34is on the practice green waiting for his golf partner.
0:07:34 > 0:07:37- 'How you looking?'- I've already, like I said, on the range,
0:07:37 > 0:07:40I've hit probably about 200 shots waiting for him.
0:07:42 > 0:07:44They'll be playing the 2010 course,
0:07:44 > 0:07:47designed and built for the International Ryder Cup
0:07:47 > 0:07:52four years ago, when many famous golfers used these locker rooms.
0:07:52 > 0:07:57Today, it's former Wales football captain Craig Bellamy's turn.
0:07:57 > 0:07:59- Oh, great.- This locker just here.
0:07:59 > 0:08:01If you leave the card just inside the door here.
0:08:03 > 0:08:07I think sometimes, from Cardiff, you don't use these facilities enough.
0:08:07 > 0:08:09You feel like it's too far but it isn't.
0:08:09 > 0:08:14It's only just down the road and, if I'm being honest,
0:08:14 > 0:08:17I should use it a lot more than I do.
0:08:17 > 0:08:20Craig finally joins Kieron on the green.
0:08:20 > 0:08:23SARCASTIC APPLAUSE
0:08:23 > 0:08:25Listen, I would have been here a lot earlier.
0:08:25 > 0:08:28- Oh, yeah(!)- Don't give me any of that.- When you like.
0:08:28 > 0:08:31- I've already played 18 holes. - Yeah, right!
0:08:31 > 0:08:34The greens are scaring me on the practice greens.
0:08:34 > 0:08:35If these are this quick,
0:08:35 > 0:08:38it means they're going to be ten times faster.
0:08:38 > 0:08:41Yeah, love it. Fantastic.
0:08:41 > 0:08:45I'm changing in Tiger Woods' locker, so that's nice, yeah.
0:08:45 > 0:08:47I've just moved to Tiger Woods' locker,
0:08:47 > 0:08:49so hopefully I can play like him.
0:08:49 > 0:08:52- Size of your back garden, this, innit, Craig?- Yeah, righto.
0:08:54 > 0:08:57- Oh, perfect.- Didn't get it... - You'll take that all day long.
0:08:59 > 0:09:01- Yeah, nice shot.- Shot.
0:09:03 > 0:09:05Wow.
0:09:07 > 0:09:09Whoa. Get in, get in.
0:09:11 > 0:09:14This game drives me mad. It drives me mad.
0:09:14 > 0:09:19- It's awesome, yeah, very good. - 'Will you come back?'
0:09:19 > 0:09:22If I'm invited on a freebie, yeah. I'm retired now, money's tight.
0:09:22 > 0:09:24THEY CHUCKLE
0:09:26 > 0:09:30In the hotel, the marketing department are dealing
0:09:30 > 0:09:34with the fallout following the cancellation of the polo.
0:09:34 > 0:09:37You'll phone that through to the news desks and, obviously,
0:09:37 > 0:09:38we'll try and get onto radio as well...
0:09:38 > 0:09:41- Yeah.- ..just so we can make sure as many people
0:09:41 > 0:09:43know about the cancellation as possible.
0:09:43 > 0:09:47It's a real blow for marketing director Vanessa Russell
0:09:47 > 0:09:48and her team.
0:09:48 > 0:09:51The programme, I know you all worked really hard on it and,
0:09:51 > 0:09:55obviously, it's looking great but we need to stop work now.
0:09:55 > 0:09:57Obviously, don't send it to print
0:09:57 > 0:10:01and don't continue to work on any other aspects of the polo.
0:10:01 > 0:10:05So I know, obviously, you've all put a lot of work into it but,
0:10:05 > 0:10:08unfortunately, it's not going ahead.
0:10:08 > 0:10:11Sorry, guys, thanks.
0:10:11 > 0:10:13In the bin it goes.
0:10:14 > 0:10:18We've worked really hard over the last few weeks for what feels
0:10:18 > 0:10:21like nothing now, but more so for the guests
0:10:21 > 0:10:23that are coming to the event.
0:10:23 > 0:10:27Obviously, I know clients that are coming, friends, some of them
0:10:27 > 0:10:31coming for birthday celebrations, hen weekends.
0:10:31 > 0:10:35And also coming from a very girlie point-of-view, most of them
0:10:35 > 0:10:36have bought their dresses
0:10:36 > 0:10:40and we know that that's taken weeks of choosing that right dress,
0:10:40 > 0:10:43and they're not going to get the chance, perhaps, to wear that so,
0:10:43 > 0:10:47you know, a lot of disappointment and feelings for them there as well.
0:10:47 > 0:10:49So, yeah, it's really hard.
0:10:49 > 0:10:53You can either exchange the tickets or you can just have a refund.
0:10:53 > 0:10:57Now, it's up to a hastily-assembled team to break the bad news
0:10:57 > 0:10:59to guests and sponsors.
0:10:59 > 0:11:02Unfortunately, with the event being on Saturday and three days'
0:11:02 > 0:11:05worth of rainfall, it's not going to be playable,
0:11:05 > 0:11:07so we are having to cancel the event.
0:11:07 > 0:11:09We've just literally announced the cancellation,
0:11:09 > 0:11:13so everything's a bit chaotic here at the moment.
0:11:13 > 0:11:15It's a shame, a shame.
0:11:17 > 0:11:20The resort has recently ploughed millions of pounds
0:11:20 > 0:11:24into developing a series of luxurious self-catering lodges,
0:11:24 > 0:11:27hidden in a valley on the estate.
0:11:27 > 0:11:31It's down to Glenn to check that every last detail is perfect
0:11:31 > 0:11:34before the lodges are opened to guests -
0:11:34 > 0:11:36a process known as "snagging."
0:11:36 > 0:11:40I'm going to go and stay in it tonight with my partner
0:11:40 > 0:11:43Jonathan and, basically, we're going to be snagging it
0:11:43 > 0:11:46and looking to see if there are any maintenance issues.
0:11:49 > 0:11:53- Welcome to the Dreamy Dove. - Oh, my God.
0:11:54 > 0:11:57It is absolutely fantastic!
0:11:57 > 0:11:59- Well, do you think? - You did this?- I did this.
0:11:59 > 0:12:00- Seriously?- I did this.
0:12:00 > 0:12:03- So, this is where you've been hiding for the last three months? - This is it.
0:12:03 > 0:12:06- This is beautiful, Glenn. Who chose the colour?- I chose it.
0:12:06 > 0:12:09Why did you decide to go for that colour?
0:12:09 > 0:12:12- Do you know what colour it is? - Erm, aubergine?- Aubergine?
0:12:12 > 0:12:14Yeah, a lot of people are saying it's purple
0:12:14 > 0:12:17and I think it just sets it off. It's just very, very different.
0:12:17 > 0:12:20It would have been very easy to have gone for cream but...
0:12:20 > 0:12:24Well, that's a bit vin ordinaire but that is beautiful, seriously.
0:12:24 > 0:12:25It's beautiful.
0:12:25 > 0:12:28With his passion for interior design,
0:12:28 > 0:12:31Glenn was asked to furnish all ten lodges.
0:12:31 > 0:12:34It filled me with dread, to be totally honest with you.
0:12:34 > 0:12:40But then, all of a sudden, I heard half a million pounds
0:12:40 > 0:12:44and this dread very quickly disappeared because,
0:12:44 > 0:12:45all of a sudden, I was going to go out
0:12:45 > 0:12:49and spend half a million pounds, which appealed greatly.
0:12:51 > 0:12:53We can have a glass of bubbles.
0:12:53 > 0:12:55'He doesn't miss a trick.'
0:12:55 > 0:12:57You might think he does but he doesn't.
0:12:57 > 0:13:01- It's so annoying sometimes. - Bedroom.
0:13:01 > 0:13:04Unfortunately, the bed is not the standard
0:13:04 > 0:13:07to which we decided that we were going to have it.
0:13:07 > 0:13:08Down to the edge here.
0:13:10 > 0:13:12That just lays on the top.
0:13:13 > 0:13:19Bolster here, zip underneath, and, importantly...
0:13:19 > 0:13:24the pillows turned away from the door.
0:13:24 > 0:13:27You know I'm going to be checking our beds when I go home.
0:13:27 > 0:13:30No, I'll be checking the beds when we go home.
0:13:30 > 0:13:32JONATHAN CHUCKLES
0:13:32 > 0:13:37What's always good to do is to actually sit on the loo
0:13:37 > 0:13:39and have a look around.
0:13:39 > 0:13:40At this level, you can
0:13:40 > 0:13:45see some marks on the skirting board there, on the tiles.
0:13:45 > 0:13:48It might just be a housekeeping issue,
0:13:48 > 0:13:50but it's something that we need to deal with.
0:13:50 > 0:13:53How are you going to get that?
0:13:53 > 0:13:58It's really in the wrong place, it needs to be...over here.
0:14:02 > 0:14:04So, how many calls have we had?
0:14:04 > 0:14:06Charlotte, have we had much for Saturday?
0:14:06 > 0:14:08Oh, we've lost quite a few girls.
0:14:09 > 0:14:11The cancellation of the weekend's polo
0:14:11 > 0:14:14has left the resort with a problem -
0:14:14 > 0:14:15empty bedrooms.
0:14:15 > 0:14:19- How many rooms have we sold for Saturday night?- We've sold 16.
0:14:19 > 0:14:20Pull an F2 up.
0:14:20 > 0:14:22So, the pressure's on for Jill Manley,
0:14:22 > 0:14:24who is in charge of the sales team.
0:14:24 > 0:14:28- So, are we in desperation then? - Yes, we have been all day.- Right.
0:14:29 > 0:14:32Can I have the stats on what was booked seven days after?
0:14:32 > 0:14:34They're there so don't be taking ages,
0:14:34 > 0:14:37just go in where they were saved before, yeah?
0:14:37 > 0:14:40OK, bye. What's wrong?
0:14:40 > 0:14:43Ian's worried that Jill's team have been slow off the mark
0:14:43 > 0:14:47with an e-mail marketing campaign to fill the empty rooms.
0:14:47 > 0:14:50We're making changes, we're here, so this morning, I was...
0:14:50 > 0:14:51So, it didn't go out at 11?
0:14:51 > 0:14:54What time did the mailing actually go?
0:14:54 > 0:14:57Ian wants to know.
0:14:57 > 0:15:0012:40? OK, thank you, bye. 12:40.
0:15:00 > 0:15:04What are we going to do then about the rest of June and this weekend?
0:15:04 > 0:15:08- So, we've still got 100K to pick up, haven't we?- Yeah.
0:15:08 > 0:15:11Maybe we should be sending something again, that's what my concern is.
0:15:13 > 0:15:16We've lost 100 rooms for Saturday, which we need,
0:15:16 > 0:15:19and I'm sure we'll get at least half of that back but my point is,
0:15:19 > 0:15:23the next three weeks, we've got gaps in the week, not weekend,
0:15:23 > 0:15:26where we need to give these people a reason to come to the resort.
0:15:26 > 0:15:30Yeah, but at the moment, we won't have a database to go to.
0:15:30 > 0:15:32Vanessa, we cannot just sit back and do nothing.
0:15:32 > 0:15:36Our job is to maximise yield and if we lose a few...
0:15:36 > 0:15:38I know but I'm trying to protect the database as well...
0:15:38 > 0:15:40I understand that.
0:15:40 > 0:15:43..because we sent summer throw backs, we've sent it today,
0:15:43 > 0:15:46but then we've added in Saturday, which I completely understand
0:15:46 > 0:15:50we had to because of polo, something that we weren't expecting.
0:15:50 > 0:15:51We cannot just sit back and say,
0:15:51 > 0:15:53"Sorry, we're not going to do anything."
0:15:53 > 0:15:56It's our job to make sure that we, the resort,
0:15:56 > 0:15:59we fill the resort. And we also know that once they're here,
0:15:59 > 0:16:02the guests come and they spend money in all of our outlets,
0:16:02 > 0:16:04and we can't just sit back and say,
0:16:04 > 0:16:07"I'm sorry, I'm not going to send another e-mail campaign."
0:16:07 > 0:16:10But I do think we're making a mistake.
0:16:12 > 0:16:16You always think that and I'm always the one that comes out on top.
0:16:17 > 0:16:20Stress is part of the job
0:16:20 > 0:16:22when it comes to managing a hotel of this size,
0:16:22 > 0:16:26but not everybody is having a difficult day in the office.
0:16:26 > 0:16:28This has been great, I've thoroughly enjoyed it.
0:16:28 > 0:16:29Thank you very much for...
0:16:29 > 0:16:32- You're very welcome. - ..allowing me to come down.
0:16:32 > 0:16:35- Thank you for helping snag. Cheers. - You mean getting on your nerves?
0:16:35 > 0:16:38- Getting on my nerves.- Cheers. - Cheers. Thank you very much.
0:16:45 > 0:16:46With the polo cancelled,
0:16:46 > 0:16:50the hotel must look towards the next major event in the calendar -
0:16:50 > 0:16:52the Golf Celebrity Cup.
0:16:52 > 0:16:54- Right, main course.- Eh, monkfish.
0:16:54 > 0:16:57Yeah, you spoke to me about that earlier, that's good.
0:16:57 > 0:17:01Chef Stew Spicer has created the menu for the event.
0:17:01 > 0:17:04He's explaining his idea for an unusual table centrepiece
0:17:04 > 0:17:08to his boss, executive chef Mike Bates.
0:17:08 > 0:17:11"And the freshly-mow...mown?" Mowed?
0:17:11 > 0:17:13- Mown.- "..mown grass."
0:17:13 > 0:17:15Grass, yeah.
0:17:15 > 0:17:18Enlighten me with that one.
0:17:18 > 0:17:22Erm, so, you've got a pot, in the bottom, you've got some dry ice.
0:17:22 > 0:17:24Then I'm going to speak to the greenkeepers
0:17:24 > 0:17:28and actually get some of the grass from the golf course.
0:17:28 > 0:17:31Pour some hot water on it and you get this crazy,
0:17:31 > 0:17:34just like, aroma of grass and summer.
0:17:34 > 0:17:41How can we guarantee that perhaps there's no cat's pee on my grass?
0:17:41 > 0:17:44I haven't seen many cats on there.
0:17:44 > 0:17:45No, no, but I live in the country,
0:17:45 > 0:17:49so when they're doing their bit in the countryside,
0:17:49 > 0:17:52there is a bit of a pong and I wouldn't want that pong to...
0:17:52 > 0:17:54- Yeah, no problem. - ..be on the table
0:17:54 > 0:17:57while they're having their wonderful raspberry tartlet.
0:17:57 > 0:18:01No problem, I will make sure I get some clean grass.
0:18:01 > 0:18:04- It would be quite embarrassing for you.- Yeah, no problem.
0:18:07 > 0:18:09Later today, Stew will be cooking the dishes
0:18:09 > 0:18:12for the senior management team to approve,
0:18:12 > 0:18:15including his table centrepiece...
0:18:17 > 0:18:21..so the search is on for the perfect grass.
0:18:21 > 0:18:24Lush. Oh, sweet-smelling grass.
0:18:24 > 0:18:26There's no cats, no dogs,
0:18:26 > 0:18:30nothing that will smell a bit mank on the plate.
0:18:30 > 0:18:33Can't go wrong with like buttercups. I'll have some of them as well.
0:18:33 > 0:18:35Look at those.
0:18:35 > 0:18:38- Do I like butter? - 'You do like butter.'
0:18:38 > 0:18:39Why? Are you calling me fat?
0:18:41 > 0:18:44I think we've spotted greenkeepers over there, so...
0:18:44 > 0:18:45Ah, look, and another one.
0:18:45 > 0:18:47They're like London buses, they're everywhere.
0:18:53 > 0:18:56Oh! That's what we're looking for, that's the stuff.
0:18:56 > 0:18:58Nice and wet, it's still got the dew on it.
0:18:58 > 0:19:03Literally, looking at it, you don't get fresher than that.
0:19:03 > 0:19:06We'll have a load of that. Job's a good 'un, perfect.
0:19:14 > 0:19:17- How are you?- Good, you?- I'm all right, thank you.- How was your stay?
0:19:17 > 0:19:19Ah! Perfect, come on in.
0:19:19 > 0:19:24Glenn has summoned guest relations manager Samantha Mason to the lodge.
0:19:24 > 0:19:27He's got some feedback on his overnight stay.
0:19:27 > 0:19:29So, Sam, a small thing.
0:19:29 > 0:19:34- If you look at this, Sam, we've got two different flannels.- OK.
0:19:34 > 0:19:37- We've got one large, one small.- OK.
0:19:37 > 0:19:41So, when you look at the presentation...you know,
0:19:41 > 0:19:45it's just...not as perfect as it should be.
0:19:45 > 0:19:47Yeah, absolutely.
0:19:47 > 0:19:50Now, the other thing, which I guess, really, will be quite funny
0:19:50 > 0:19:54to some people and, to a degree, it was quite funny for me this morning.
0:19:54 > 0:19:55At least it woke me up.
0:19:55 > 0:19:59This is something that you're not going to be able to deal with,
0:19:59 > 0:20:02you'll need to get maintenance involved - there's no hot water.
0:20:03 > 0:20:06- Oh, dear.- So...- A nice cold shower this morning.
0:20:06 > 0:20:08It was a very cold shower, Sam.
0:20:08 > 0:20:11You know, if it was a guest staying in the year tonight,
0:20:11 > 0:20:15last night or tonight, if no-one had stayed here, we wouldn't have known.
0:20:15 > 0:20:18- No.- So, really, that's the whole point of us...- Yeah, absolutely.
0:20:18 > 0:20:19..doing all of this snagging.
0:20:19 > 0:20:21All of the taps in all of the bathrooms this morning,
0:20:21 > 0:20:23trying to get some hot water to shave at least,
0:20:23 > 0:20:26but there's no hot water anywhere, not even in the kitchen.
0:20:26 > 0:20:29OK, fabulous. We will get maintenance down on that.
0:20:29 > 0:20:31- A bit beyond me, that one, hot water.- I know it's beyond you.
0:20:31 > 0:20:34- Go on through.- Fabulous.
0:20:34 > 0:20:36If I could bring you down here just for a second if that's OK,
0:20:36 > 0:20:38as soon as this one's done we can...
0:20:38 > 0:20:41Glenn's final task is to oversee a photo shoot for
0:20:41 > 0:20:43the resort's marketing campaign.
0:20:45 > 0:20:47I love all of this creation.
0:20:47 > 0:20:51I love, you know, doing interiors, and it's just been...
0:20:51 > 0:20:54It's been wonderful for me
0:20:54 > 0:20:57to be able to do that alongside my day job.
0:21:00 > 0:21:04With guest bookings lost as a result of the polo being called off,
0:21:04 > 0:21:08the sales team have worked hard to resell the empty rooms.
0:21:08 > 0:21:09Thank you, bye.
0:21:09 > 0:21:12So just how much damage remains?
0:21:12 > 0:21:14Polo, we dropped 118 room nights
0:21:14 > 0:21:18and on this we have made up 40 room nights so far.
0:21:18 > 0:21:20That's really good, isn't it?
0:21:20 > 0:21:2448 grand pick-up in the week for the month.
0:21:24 > 0:21:26It does make me smile and it is a sense of achievement.
0:21:26 > 0:21:29But it's through blood, sweat and tears, isn't it?
0:21:29 > 0:21:30It is through blood, sweat and tears
0:21:30 > 0:21:33and, you know, there's absolutely no question about that.
0:21:33 > 0:21:35You know, and everyone has a job to do.
0:21:35 > 0:21:38Vanessa's job is to make sure she protects the database.
0:21:38 > 0:21:40My job is to make sure we're a successful business.
0:21:40 > 0:21:42And when all of these elements come together,
0:21:42 > 0:21:44we have a fantastic business.
0:21:44 > 0:21:46But it is blood, sweat and tears, for sure.
0:21:50 > 0:21:54The guest list for the polo included a number of high-profile celebrities
0:21:54 > 0:21:57but, with the event cancelled, most of them have made other plans.
0:21:59 > 0:22:02However, former EastEnders star Dean Gaffney
0:22:02 > 0:22:04and his friend have kept their weekend booking.
0:22:04 > 0:22:06Wow.
0:22:08 > 0:22:10That's our house for the next two days.
0:22:10 > 0:22:13It's a shame the polo's been cancelled, actually,
0:22:13 > 0:22:15cos I was looking forward to going to the polo
0:22:15 > 0:22:16cos that would have been nice.
0:22:16 > 0:22:19I got my suit freshly dry cleaned for it.
0:22:19 > 0:22:22Would you like any wake-up call or any newspaper to your room?
0:22:22 > 0:22:25- Anything I can help you with? Happy with your room?- Absolutely.
0:22:25 > 0:22:28- Very happy.- Thank you so much.
0:22:29 > 0:22:31When I was a child, I used to come over
0:22:31 > 0:22:34the M4 from the Severn Bridge and then go into Wales
0:22:34 > 0:22:38and see this big, massive thing there and think, "What is that?"
0:22:38 > 0:22:41It's always intrigued me. Obviously, I know it's a hotel
0:22:41 > 0:22:45but to actually stay here and see how it all works, you know,
0:22:45 > 0:22:49it's kind of a childhood thing for me, really.
0:22:49 > 0:22:50'Staying for two days.
0:22:50 > 0:22:55'When we come here, we're going to get a few cocktails, I think.'
0:22:55 > 0:22:57Every time I come here, I want to try a different cocktail.
0:22:57 > 0:23:01I've gone through about 20 already. Everything here is nice.
0:23:11 > 0:23:16Oh, yeah. Oh, yeah. Look at that.
0:23:16 > 0:23:20For Stu, it's crunch time, as the senior management team
0:23:20 > 0:23:24arrive to sample the menu he's created for the golf Celebrity Cup.
0:23:24 > 0:23:27This is making sure that when we deliver everything on the day
0:23:27 > 0:23:31it's absolutely five-star, absolutely to the standard we expect.
0:23:31 > 0:23:32Nice.
0:23:33 > 0:23:35That's how I roll.
0:23:35 > 0:23:37Quarter to, our deadline, yeah?
0:23:40 > 0:23:43- It's going to be an interesting day.- Yeah, yeah, yeah.
0:23:43 > 0:23:44HE LAUGHS
0:23:45 > 0:23:48Mike's hoping Stu can deliver the goods.
0:23:48 > 0:23:53Notoriously, this is the worst day of my year cos it's just
0:23:53 > 0:23:56non-stop critique but then, you know, that's what it's for.
0:23:56 > 0:23:59- Let's go, mate. Let's get it all out there. Go, go, go.- It's all ready.
0:23:59 > 0:24:02Well, you need to communicate it clearly, yeah?
0:24:05 > 0:24:06I really like that.
0:24:06 > 0:24:09And the other one is lobster and pike terrine with tartare puree.
0:24:09 > 0:24:11This that the lobster and pike terrine.
0:24:11 > 0:24:13I can't cut this, Peter.
0:24:13 > 0:24:15OK. Well, you see, I can cut this one.
0:24:15 > 0:24:17Yeah, I know, but you're a stronger man than me
0:24:17 > 0:24:21and there's lots of ladies in the room.
0:24:21 > 0:24:23You are sawing it, Peter.
0:24:24 > 0:24:27Last time I checked, that's what a knife is for.
0:24:27 > 0:24:31How did that go down with the magnificent five?
0:24:31 > 0:24:34The presentation had more comments than anything else.
0:24:34 > 0:24:39- They all just seemed to be all love for the food.- Oh, good. Oh, my God.
0:24:39 > 0:24:40My mystery.
0:24:40 > 0:24:44Don't get too excited, Stu, we've got the grass to come yet, mate.
0:24:46 > 0:24:50One of the main course dishes is a monkfish cannelloni.
0:24:50 > 0:24:52This is probably my favourite out of all of the dishes.
0:24:52 > 0:24:54Oh, look at that monkfish, man.
0:24:54 > 0:24:56It's a lovely dish.
0:24:56 > 0:24:59Nice and full-on flavours, really vibrant, really fresh,
0:24:59 > 0:25:00really summery as well.
0:25:00 > 0:25:04So I'll be gutted if they don't like this, yeah.
0:25:05 > 0:25:09- I've never seen anything like that before.- It's not a cannelloni.
0:25:09 > 0:25:11- That's not a cannelloni. - It doesn't look pleasant to me.
0:25:11 > 0:25:16- That is a sausage.- This we need to look at... It is... It is...
0:25:16 > 0:25:18Is this wrapped?
0:25:18 > 0:25:21I do think this one is more summery with that.
0:25:21 > 0:25:24The taste here is good on this but I just don't like the look, again.
0:25:26 > 0:25:27They kind of are a bit nasty sometimes.
0:25:27 > 0:25:30But, you know what? That's what we're here for so, you know,
0:25:30 > 0:25:33we just want to get it right, we want to get it amazing.
0:25:33 > 0:25:37This is what it's all about, so we can refine things and tweak things.
0:25:37 > 0:25:39- Can't we, Mr Spicer?- We can indeed.
0:25:39 > 0:25:43They'll be overwhelmed with the desserts.
0:25:43 > 0:25:45And hopefully the team will be
0:25:45 > 0:25:48impressed with Stu's piece de resistance.
0:25:48 > 0:25:50Here we go, then, big boy.
0:25:54 > 0:25:57Dean Gaffney is off to the spa.
0:25:57 > 0:25:59He's in need of some pampering.
0:25:59 > 0:26:03A few too many cocktails, but it was nice. They were nice.
0:26:03 > 0:26:09I thought I'd try all different colours of the flags
0:26:09 > 0:26:13in the World Cup and I think I got to about four.
0:26:16 > 0:26:18I'm going to have a facial today, I think.
0:26:18 > 0:26:21I think I need one to wake myself up a bit.
0:26:23 > 0:26:25I'm just going to pop a towel round your head,
0:26:25 > 0:26:26so if you keep your head down for me.
0:26:29 > 0:26:32- Are you having any other treatments today or just this?- No, just this.
0:26:39 > 0:26:41Argh, it stings! It stings!
0:26:41 > 0:26:43Got you.
0:26:43 > 0:26:44HE CHUCKLES
0:26:49 > 0:26:51Green keeper, get down here, bud.
0:26:51 > 0:26:53It's finally time to find out
0:26:53 > 0:26:56if Stu's foraging efforts have paid off.
0:26:56 > 0:27:00As you've spent a lot of time on this grass finale I think,
0:27:00 > 0:27:05personally, you should go out there and do the honours with it.
0:27:05 > 0:27:10- I'll follow you.- But what if I go down in glory?- Well, that's amazing.
0:27:10 > 0:27:12And if you don't, I'll pick you up off the floor
0:27:12 > 0:27:14and kick you back in the kitchen.
0:27:14 > 0:27:17Go, go, go, mate. Respect.
0:27:18 > 0:27:20Hi.
0:27:22 > 0:27:24- Oh, what's this?- What's this, then?
0:27:24 > 0:27:26That's the raspberry which will go with the hay.
0:27:26 > 0:27:29This one smells of freshly mown grass
0:27:29 > 0:27:31from the golf course this morning.
0:27:32 > 0:27:34Wow, it does as well. It's not good for my hay fever.
0:27:34 > 0:27:36We just wanted to go for the summer...
0:27:36 > 0:27:38So, will that go on as a table centre?
0:27:38 > 0:27:41- Yeah.- Wow.- Wow.- That is fab.
0:27:41 > 0:27:44- Well done, Stu.- That's fantastic.
0:27:45 > 0:27:47That was a hit as well.
0:27:47 > 0:27:50The grass was like, "Whoa, it smells of grass."
0:27:50 > 0:27:51WOMAN: How do you feel?
0:27:51 > 0:27:56Well, hopefully we've clawed it back at the last minute.
0:27:56 > 0:27:58They were all like, "Yeah, wicked."
0:27:58 > 0:28:00No cats on that. Well done.
0:28:00 > 0:28:02Excellent. Good, good.
0:28:02 > 0:28:06I was a little bit apprehensive when they told me beforehand
0:28:06 > 0:28:09but I think really, really good idea.
0:28:09 > 0:28:11This is Stu at his funkiest.
0:28:11 > 0:28:14- Wicked. They loved it.- There we go.
0:28:14 > 0:28:16Smiling again.
0:28:19 > 0:28:21The next time on Hotel 24/7...
0:28:21 > 0:28:24Only two for me, thank you.
0:28:24 > 0:28:28..it's a tricky balancing act for events manager Michelle,
0:28:28 > 0:28:33maintenance men David and Graham hit the roof with a leak in the spa...
0:28:33 > 0:28:35This is going to be an absolute nightmare.
0:28:35 > 0:28:40..and as a top-secret VIP guest checks in, all lips are sealed.
0:28:40 > 0:28:44We're not allowed to reveal any information regarding any VIPs.