0:00:02 > 0:00:03This time on Hotel 24/7...
0:00:04 > 0:00:06The heat's on in the kitchen for Mike,
0:00:06 > 0:00:11whose cooking is scrutinised by three of the hotel's top bosses.
0:00:11 > 0:00:13Every single plate passes by one of our sets of eyes.
0:00:13 > 0:00:17- Yeah, mine definitely, I don't know about the two of you!- Ooh!
0:00:17 > 0:00:20The resort's owner, Sir Terry Matthews,
0:00:20 > 0:00:23pays the breakfast staff a surprise visit.
0:00:23 > 0:00:26- How many people would have come in for breakfast?- 600.
0:00:26 > 0:00:28600 people came in today?
0:00:29 > 0:00:33And operations director Matthew... takes a dive.
0:00:36 > 0:00:39This is a week inside the Celtic Manor Resort.
0:00:39 > 0:00:42A behind-the-scenes look into the life of its hardworking staff.
0:00:42 > 0:00:45Seven days of ups and downs as they cook,
0:00:45 > 0:00:48clean and cater for their guests.
0:00:49 > 0:00:51This is Hotel 24/7.
0:00:57 > 0:01:00It's a big day at the Celtic Manor Resort -
0:01:00 > 0:01:03the owner of the hotel, Sir Terry Matthews,
0:01:03 > 0:01:06is flying in on a rare visit from his home in Canada.
0:01:06 > 0:01:08ELECTRONIC BLEEPING AND PULSING
0:01:08 > 0:01:10Hello, James.
0:01:10 > 0:01:12I've just spoken to Abdullah, actually,
0:01:12 > 0:01:14it was just regarding the rather unsightly looking tape.
0:01:14 > 0:01:17The man in charge of the day-to-day running of the hotel
0:01:17 > 0:01:19is 35-year-old Matthew Lewis.
0:01:19 > 0:01:23I often come up here and just... And just look at what's going on.
0:01:23 > 0:01:24You know, I'll be up on the floors
0:01:24 > 0:01:27and I'll just spend a couple of minutes watching the team.
0:01:27 > 0:01:28They never know I'm up here, they never see me,
0:01:28 > 0:01:32but I'm watching from above and just seeing what's going on.
0:01:32 > 0:01:36Matthew's keen to make Sir Terry's first impression a good one.
0:01:36 > 0:01:38I really don't like them on the angle.
0:01:40 > 0:01:43They look lovely, but the challenge is you put more and more in...
0:01:43 > 0:01:45If you take them away and you had no pillows,
0:01:45 > 0:01:46it's just not the same, is it?
0:01:46 > 0:01:48Look at that sofa, how drab.
0:01:48 > 0:01:51You know, dress the sofa, it's much more appealing.
0:01:51 > 0:01:53The problem is, someone's got to go around
0:01:53 > 0:01:56and plump the cushions constantly, so it keeps us busy.
0:01:56 > 0:01:59Maria, thank you very much, see you later on.
0:01:59 > 0:02:02If you look just here now, James and the team are in the process
0:02:02 > 0:02:05of moving some rope and posts so that the tape can disappear.
0:02:05 > 0:02:07We just sort them out and before you know it,
0:02:07 > 0:02:10we're back to where we need to be... looking five-star.
0:02:16 > 0:02:20The Terry M fine dining restaurant, named after the hotel's owner,
0:02:20 > 0:02:22will be happy with just one star -
0:02:22 > 0:02:26they're aiming for a sought-after Michelin star.
0:02:26 > 0:02:27- Come on through.- Right.
0:02:27 > 0:02:29- You remember Pav? - Of course I do, yeah.
0:02:29 > 0:02:31- Good afternoon. - Hello, nice to see you again.
0:02:31 > 0:02:33- Nice to see you again, Mr Bulmer. - Thank you very much.
0:02:33 > 0:02:35The hotel have brought in
0:02:35 > 0:02:38ex-Michelin Guide editor Derek Bulmer
0:02:38 > 0:02:40to help the restaurant achieve their goal.
0:02:40 > 0:02:44Gordon Ramsay, Marco Pierre White, Heston Blumenthal...
0:02:44 > 0:02:46You name all the top personality chefs,
0:02:46 > 0:02:48I've eaten at their restaurants many times.
0:02:48 > 0:02:52I saw most of them go from one-, to two-star, to three-star
0:02:52 > 0:02:55in the time I was in the Michelin Guide.
0:02:55 > 0:02:57How's your spoon? Set up?
0:02:57 > 0:02:59The job of impressing Derek today...
0:02:59 > 0:03:00Have you gassed it?
0:03:00 > 0:03:03..has been left in the hands of second-in-command chef,
0:03:03 > 0:03:04Aiden Fisher.
0:03:04 > 0:03:06The head chef has just had a little girl,
0:03:06 > 0:03:10so he's looking after her, looking after his wife.
0:03:10 > 0:03:14Colin, do us a favour, about 12:30 can you grab all of that beef out?
0:03:15 > 0:03:18I'm going to start with the asparagus and the gnocchi...
0:03:18 > 0:03:22- Beautiful.- And then I'm going to have the roast halibut.
0:03:22 > 0:03:23How long, Lee?
0:03:23 > 0:03:27- A minute now.- Right, I'm cooking this as you're walking, all right?
0:03:27 > 0:03:29Small scallops, small sole.
0:03:29 > 0:03:32Today's assessment is part of an ongoing process
0:03:32 > 0:03:34of working towards the coveted star.
0:03:34 > 0:03:37If it was easy to get one, everyone would have one. It's not.
0:03:37 > 0:03:38This is the first time I've come
0:03:38 > 0:03:41when Tim, the head chef, hasn't been here himself.
0:03:41 > 0:03:45As you know, we've just hit a moment when he's had a baby,
0:03:45 > 0:03:49so it'll be interesting to see how one of his sous chefs
0:03:49 > 0:03:52takes my comments later.
0:03:52 > 0:03:55The worst he can do is say he doesn't like it and this is wrong, and then...
0:03:55 > 0:03:57And then it's constructive
0:03:57 > 0:03:59and you've got to take it on the chin, but...
0:04:01 > 0:04:03..having said that, I'll probably get really upset!
0:04:04 > 0:04:05But we'll see.
0:04:10 > 0:04:14Sir Terry Matthews, the owner of the resort, has arrived.
0:04:14 > 0:04:17He's been invited by the Welsh Government
0:04:17 > 0:04:20to present the keynote speech at the Digital 2014 conference
0:04:20 > 0:04:23being held at the hotel.
0:04:23 > 0:04:26But before he heads to the event,
0:04:26 > 0:04:29Sir Terry can't resist a catch up with his breakfast staff.
0:04:29 > 0:04:31- Good morning. - Good morning, how are you?
0:04:31 > 0:04:33- Busy today? How is today?- Very busy.
0:04:33 > 0:04:37Like what? What... How many people would have come in for breakfast?
0:04:37 > 0:04:40- 600. 600. - 600 people came in today?
0:04:40 > 0:04:45So you were busy, this was a very busy morning, or...?
0:04:45 > 0:04:49- 800 is very busy.- 800, really, sitting down for breakfast?!
0:04:50 > 0:04:52Good luck! HE LAUGHS
0:04:52 > 0:04:54- Anyway, fabulous, thank you. - Thank you.
0:04:56 > 0:04:59It's not every morning I get the pleasure of introducing
0:04:59 > 0:05:01one of Wales' richest men...
0:05:01 > 0:05:05The conference, introduced by broadcaster Jamie Owen,
0:05:05 > 0:05:07promotes young peoples' participation
0:05:07 > 0:05:09in the technology industry in Wales.
0:05:09 > 0:05:12Ladies and gentlemen, a huge round of applause for Sir Terry Matthews.
0:05:12 > 0:05:15APPLAUSE
0:05:15 > 0:05:18Thank you, Jamie, that's quite an introduction.
0:05:18 > 0:05:22I'm very pleased again to be here and welcome you all to the Celtic Manor.
0:05:22 > 0:05:24I look forward to talking to you, anyone,
0:05:24 > 0:05:26about how to take young people,
0:05:26 > 0:05:31have them enthusiastic and grow companies and be successful.
0:05:33 > 0:05:35The resort's come a long way
0:05:35 > 0:05:37since Sir Terry bought it over 30 years ago.
0:05:38 > 0:05:42The original building on the estate was used as a maternity hospital.
0:05:42 > 0:05:45You know, I was not into the sort of hospitality business
0:05:45 > 0:05:49when I first came here, but I do know that I was born here.
0:05:49 > 0:05:54As I drove past on the M4, it was boarded up.
0:05:54 > 0:05:58I look at the motorway, highly visible, this has to be good.
0:05:58 > 0:06:02So I went to the auction - boom, boom, boom - I bought it.
0:06:02 > 0:06:04£270,000.
0:06:04 > 0:06:07This is now one of the most successful hotels
0:06:07 > 0:06:09in the United Kingdom.
0:06:14 > 0:06:17Afternoon, gents. How are we doing, are we OK?
0:06:17 > 0:06:18- Yeah, very good.- Yeah?
0:06:18 > 0:06:21The resort has expanded into the leisure market
0:06:21 > 0:06:23since the recession...
0:06:23 > 0:06:26building a high ropes course, popular with families.
0:06:26 > 0:06:28And remember, it's all about having fun.
0:06:28 > 0:06:31One of my great mottos in this resort is to make sure you always
0:06:31 > 0:06:32have fun at work.
0:06:32 > 0:06:34Operations director Matthew is a great believer
0:06:34 > 0:06:36in trying things first-hand.
0:06:36 > 0:06:39- I'm really not dressed for this. MAN:- You look fine.
0:06:39 > 0:06:40Do I? Do I look good?
0:06:40 > 0:06:43I mean, the thing about these things is you've got to do them
0:06:43 > 0:06:44with a little bit of style, haven't you?
0:06:48 > 0:06:49Wings or dive?
0:06:49 > 0:06:51- MAN:- Em, wings. - Wings, OK.
0:06:51 > 0:06:53- MAN 1:- Come down as a butterfly. - MAN 2:- Whoo-hoo!
0:06:53 > 0:06:57LAUGHTER Have I got a split? Ooh!
0:06:57 > 0:06:59It's back to the day job for Matthew...
0:06:59 > 0:07:01At the end of the day, it's all about having fun.
0:07:01 > 0:07:05..leaving the visitors in the safe hands of the activities team.
0:07:05 > 0:07:07Hook it on like you'd be doing down here, lock it,
0:07:07 > 0:07:09once you've stopped, take these off any order you like.
0:07:09 > 0:07:11And Kirk's up there if you've got any...
0:07:11 > 0:07:1521-year-old Lewis Smith instructs visitors to the course.
0:07:15 > 0:07:18He's responsible for balancing safety
0:07:18 > 0:07:20with ensuring everyone has fun.
0:07:20 > 0:07:23So, hands on the banisters, unless they're coming up with you.
0:07:23 > 0:07:26On average, the course takes two hours.
0:07:26 > 0:07:29We've had people do it in under an hour
0:07:29 > 0:07:31and other families take up to four hours,
0:07:31 > 0:07:35so it all really depends on how confident you are.
0:07:35 > 0:07:39Run, run, run! Good job, well done.
0:07:39 > 0:07:41- I've done it! - SHE LAUGHS
0:07:41 > 0:07:43You're finished! Excellent.
0:07:43 > 0:07:47- Was it a good two hours? - No, it's average time.
0:07:47 > 0:07:48- Is it?- Yes.
0:07:48 > 0:07:51How quickly can you do it? You're going to put me to shame.
0:07:51 > 0:07:55- A little bit...just under nine minutes.- Oh, shut up, you!
0:07:55 > 0:07:56SHE LAUGHS
0:07:57 > 0:07:59TRAINER: Keep going, mate. Up on that one.
0:07:59 > 0:08:03It's time for Lewis to find out if he can clock up a new personal best.
0:08:03 > 0:08:06Keep going, mate, you're doing really well. Oh-ho-ho!
0:08:06 > 0:08:08Look at me!
0:08:08 > 0:08:11- Watch, watch, watch! - Keep pushing out.
0:08:12 > 0:08:14- How are you feeling, mate? - Yeah, not too bad.
0:08:16 > 0:08:17Look at the speed!
0:08:18 > 0:08:21Yeah, slow it down, man, you are doing a bit too well for my liking.
0:08:21 > 0:08:24- I'm going as fast as I can. - LAUGHTER
0:08:24 > 0:08:26CHEERING
0:08:29 > 0:08:30Ooh-yah, ooh-yah...
0:08:30 > 0:08:32So, did Lewis manage to beat his record?
0:08:32 > 0:08:35LAUGHTER
0:08:35 > 0:08:38- 8 minutes and 44 seconds. FEMALE TRAINER:- Whoo!
0:08:38 > 0:08:40Lewis, you got it, mate, well done.
0:08:40 > 0:08:44- I'd like to say thank you to my family and my amazing team. - LAUGHTER
0:08:49 > 0:08:53Someone else hoping to outdo himself is chef Aiden.
0:08:53 > 0:08:55- Right, halibut's going on.- Wait.
0:08:56 > 0:08:58He's cooking a main course of fish
0:08:58 > 0:09:00for the appraisal of consultant Derek,
0:09:00 > 0:09:02who's here to advise the restaurant in their quest
0:09:02 > 0:09:04for a first Michelin star.
0:09:04 > 0:09:07Yeah, good, go. Can I just have a wipe on the front there, please?
0:09:07 > 0:09:10They're not very forgiving, those black plates.
0:09:10 > 0:09:13I put the sauce too high up the plate, so it was running down a bit, but apart from that...
0:09:13 > 0:09:15the fish was cooked nice.
0:09:15 > 0:09:16The veg was nice.
0:09:16 > 0:09:20I think the plate's right, it's just whether he likes the combination.
0:09:20 > 0:09:22But that's perfect for me.
0:09:24 > 0:09:26The passion fruit is the jell, is it?
0:09:26 > 0:09:30No, the passion fruit is here and is showered in cream a little bit.
0:09:30 > 0:09:32- Ah, OK, all right.- Enjoy. - Thank you very much.
0:09:35 > 0:09:40As Derek tucks in, Aiden gets on with preparing the dessert.
0:09:40 > 0:09:42Get the brownie on the plate now, pretty much room temperature.
0:09:42 > 0:09:46Get everything else plated.
0:09:46 > 0:09:48Where's the bloody blowtorch?
0:09:48 > 0:09:52He said the fish was really fresh, really cooked to perfection,
0:09:52 > 0:09:54with a nice crispiness on the top...
0:09:54 > 0:09:57Obviously, he didn't finish the whole plate because he's saving himself
0:09:57 > 0:10:00enough space for the pudding, but he really enjoyed the fish.
0:10:04 > 0:10:07It probably looked a little better that it tasted
0:10:07 > 0:10:09is a fair comment for that.
0:10:09 > 0:10:14I've had this dish before here and my comments were similar before,
0:10:14 > 0:10:17so it was interesting for me to see if they'd listened
0:10:17 > 0:10:18and taken on board
0:10:18 > 0:10:22what I'd said and made some improvements, but I didn't see them.
0:10:22 > 0:10:25Aiden will get a chance to hear Derek's feedback later
0:10:25 > 0:10:28when he will meet for a debrief with the hotel directors.
0:10:28 > 0:10:32Well, they're all going to come together, so I'll let you know. OK?
0:10:32 > 0:10:35- What if I'm on a break?- Well, there are no breaks for you today.
0:10:35 > 0:10:37Really? That makes a change(!)
0:10:37 > 0:10:40That will be your break, sitting down with them, having a coffee and...
0:10:40 > 0:10:43- That is actually how I like to relax.- Yeah, exactly.
0:10:47 > 0:10:51- Is anybody feeling MAD today? - Yeah, of course.
0:10:51 > 0:10:53Yeah? Chris, you're feeling MAD, that's good.
0:10:53 > 0:10:58Everyone will hopefully be feeling MAD by the end of this session.
0:10:58 > 0:11:00And if you're not, I certainly will be.
0:11:00 > 0:11:01OK, so let's...
0:11:01 > 0:11:05Matthew takes a creative approach when it comes to staff training.
0:11:05 > 0:11:08Today is NOT a training session. There we are, that's good, isn't it?
0:11:08 > 0:11:12The resort boasts five stars for its facilities,
0:11:12 > 0:11:15but now Matthew wants his team to strive
0:11:15 > 0:11:17for the AA's top rating for service -
0:11:17 > 0:11:19five red stars.
0:11:19 > 0:11:24Small things... can make a big, big difference.
0:11:25 > 0:11:29It only takes one pin to pop a balloon and it's disappeared.
0:11:29 > 0:11:32One person can make a difference, that's every one of you.
0:11:32 > 0:11:33Every person should try.
0:11:33 > 0:11:35So even if we don't make a difference, at least we should try to.
0:11:35 > 0:11:38You can have a five-star product
0:11:38 > 0:11:40and you can have a five-star experience,
0:11:40 > 0:11:44but the red star element is how our teams interact with our guests
0:11:44 > 0:11:48and how our teams pre-empt our guests' needs before they get there.
0:11:52 > 0:11:55- How's my afternoon tea?- Excellent.
0:11:55 > 0:11:57- How many?- 84.
0:11:57 > 0:11:59- Have you got my red tablecloth there?- Yes.
0:11:59 > 0:12:01Ooh, that's nice.
0:12:01 > 0:12:04Peter Fuchs is the hotel's culinary director,
0:12:04 > 0:12:08responsible for all six restaurants across the resort.
0:12:08 > 0:12:10What's the bookings for tonight?
0:12:14 > 0:12:16- 18.- One, eight?
0:12:17 > 0:12:19Are you going to be OK with that?
0:12:19 > 0:12:21If you want to cap it off, that would be the best thing.
0:12:21 > 0:12:23No, that's fine, I'll speak to them now.
0:12:25 > 0:12:29On his daily rounds, Peter needs no excuse to check in
0:12:29 > 0:12:32on one of his favourite places - the pastry kitchen.
0:12:33 > 0:12:38Come on, Claire. Claire, come on, bring it. Go on, where's the cakes?
0:12:38 > 0:12:40- Cakes?- Or whatever it was.
0:12:40 > 0:12:41- They've just gone in.- Oh, OK.
0:12:42 > 0:12:46- INTERVIEWER: Do you eat well? - Every day. No, I'm on a diet.
0:12:46 > 0:12:47Every day, I'm on a diet!
0:12:48 > 0:12:51My breakfast today consisted out of
0:12:51 > 0:12:54muesli, yoghurt, one banana and that's it.
0:12:54 > 0:12:57- And then I had lunch, unfortunately. - CLAIRE LAUGHS
0:12:57 > 0:12:59What? Why are you laughing?
0:12:59 > 0:13:01Because I come down and taste a cake from time to time?
0:13:01 > 0:13:03Yeah, just...
0:13:04 > 0:13:09- It's dainty pieces I eat.- That's the chocolate bars that we've made.
0:13:10 > 0:13:13- And then hand-wrapped them. - Is that gold, is it?
0:13:13 > 0:13:15- Yeah, gold... - This... This was gold.
0:13:15 > 0:13:17And I know other people will say,
0:13:17 > 0:13:20"Well, the chocolate isn't tempered," well...
0:13:20 > 0:13:23- It is what it is, it tastes very nice.- Yeah.
0:13:25 > 0:13:26- CHEF:- Some diet, sir. - Mmm...
0:13:28 > 0:13:30- See-food diet! - Of course, the best one.
0:13:32 > 0:13:35- INTERVIEWER:- How far do you walk a day, would you say?
0:13:35 > 0:13:38Um... Anything between...
0:13:39 > 0:13:42Anything between... I've got a little toy here...
0:13:42 > 0:13:45So, at the moment it's 7.5km.
0:13:45 > 0:13:49I do everything kilometres - because obviously I'm an Austrian, I don't do imperial.
0:13:49 > 0:13:52For me, it's still a kilometre is a kilometre.
0:13:57 > 0:13:59It's crunch time for Aiden.
0:13:59 > 0:14:01- Pleased to meet you. - Aiden, have you met...?
0:14:01 > 0:14:02I don't think we have met, have we?
0:14:02 > 0:14:04I haven't, no, it's Tim that's usually...
0:14:04 > 0:14:06- This is Derek, Derek Bulmer. - Hi, pleased to meet you.
0:14:06 > 0:14:10He joins Peter, Derek and Glenn to find out if his cooking today
0:14:10 > 0:14:12was worthy of a Michelin star.
0:14:12 > 0:14:15- So, how was lunch today, Derek?- Um...
0:14:15 > 0:14:19Yep, good in parts, a little disappointing in other parts.
0:14:19 > 0:14:23So we started off with the...halibut and you cook it very well.
0:14:23 > 0:14:28It was a nice piece of fish, very fresh, and then we come to
0:14:28 > 0:14:31- the last word on the description, it said "passion fruit..."- Hmmm.
0:14:31 > 0:14:36..which consisted of one blob of passion fruit on top of the fish.
0:14:36 > 0:14:37I don't understand it.
0:14:37 > 0:14:39Passion fruit on...
0:14:39 > 0:14:42Do you really need it, does it do anything for the dish, and...?
0:14:42 > 0:14:44And that's exactly the question I ask chefs,
0:14:44 > 0:14:46to challenge themselves.
0:14:46 > 0:14:48Every time you put another ingredient on the plate,
0:14:48 > 0:14:49ask yourself,
0:14:49 > 0:14:53"Does this really make this dish better for that being there?"
0:14:53 > 0:14:56- And if you can't honestly say yes... - Yeah.
0:14:56 > 0:14:57..why are you doing it?
0:14:57 > 0:15:00Then the dessert itself...
0:15:00 > 0:15:03If I didn't know this was liquorice, could I really tell from that?
0:15:03 > 0:15:04- And I couldn't.- Mm.
0:15:04 > 0:15:07- And that's exactly what I said the last time, so...- Yeah.
0:15:07 > 0:15:09In a nutshell, that's it.
0:15:09 > 0:15:13I mean, you know, good in parts, not all the way through.
0:15:13 > 0:15:16It's the little things, it's sorting out the bread,
0:15:16 > 0:15:21it's putting maybe too much garnish on and saying, "Is this necessary?"
0:15:21 > 0:15:24- Certainly in terms of Michelin, consistency is their byword...- Yeah.
0:15:24 > 0:15:25..you know?
0:15:25 > 0:15:27And what I have found is it's a little up and down,
0:15:27 > 0:15:30- some of the things, so... - GLENN: Thank you, Derek.
0:15:30 > 0:15:31- OK?- Thank you, Aiden.
0:15:31 > 0:15:32- Yeah, thank you. - PETER: Fabulous.
0:15:32 > 0:15:33- OK.- Thanks.- Nice to meet you.
0:15:33 > 0:15:36- I'll see you later, yeah. - See you later, Aiden.
0:15:37 > 0:15:40I think I've done enough so that Tim's not going to sack me
0:15:40 > 0:15:42or kick my head in when he gets back, so...
0:15:42 > 0:15:46A couple of things, which I think... I don't particularly agree with,
0:15:46 > 0:15:49but then...it's not really a good idea to argue with an ex-head
0:15:49 > 0:15:52of the Michelin Guide, he...kinda knows what he's talking about.
0:15:58 > 0:15:59One, two, three... Oh!
0:15:59 > 0:16:02- MAN:- All over, game over! - Right, I'll do Dylan.
0:16:02 > 0:16:04- Are you actually choosing Dylan?- Yep.
0:16:04 > 0:16:07Activities instructors Lewis and Sam are familiar
0:16:07 > 0:16:09with taking on different roles in their job.
0:16:09 > 0:16:12I am Dylan the Dragon
0:16:12 > 0:16:17and I am named after Sir Terry Matthews's son, Dylan...
0:16:17 > 0:16:18Dylan Matthews.
0:16:18 > 0:16:22- This here is Dylan the Dragon.- Hey, mate. All right? Nice to see you.
0:16:22 > 0:16:26- Don't be shy, give him a hug, give him a high-five.- Go on.
0:16:26 > 0:16:28- Let's have a hug, let's have a hug. - Hug it out.
0:16:28 > 0:16:32Oh, look, behind you! There's a princess. Aw!
0:16:34 > 0:16:36Families and leisure guests
0:16:36 > 0:16:38are a key target for filling rooms at the weekend...
0:16:39 > 0:16:42..and the activities team are at the front line
0:16:42 > 0:16:43when it comes to attracting them.
0:16:43 > 0:16:45Remember that they're the most important part.
0:16:45 > 0:16:47It's their day, we are part of the service.
0:16:47 > 0:16:49Make them laugh, make them smile,
0:16:49 > 0:16:51but you are not the centre of attention, they are.
0:16:51 > 0:16:53OK, so we don't want...
0:16:53 > 0:16:55Lewis is being briefed on the resort's latest venture -
0:16:55 > 0:16:58easy to operate vehicles called Segways.
0:16:59 > 0:17:02Mirror, signal, manoeuvre.
0:17:04 > 0:17:08You've got it. Man and machine as one!
0:17:09 > 0:17:12He'll be one of the instructors for the hotel guests,
0:17:12 > 0:17:15so they can use the vehicles to explore the resort
0:17:15 > 0:17:16on a Segway safari.
0:17:16 > 0:17:19- Step on the Segway... It's quite an unusual feeling.- Oh!
0:17:19 > 0:17:20Hold the front of it, hold the front.
0:17:20 > 0:17:23Come round the front, Lewis, and hold it there for her.
0:17:23 > 0:17:25- Just stand on it and stand still. - What, forwards or backwards?
0:17:25 > 0:17:27- Just stand on it.- Oh...- Try and...
0:17:27 > 0:17:30It should balance itself, so if you just try and stay where you are.
0:17:30 > 0:17:32- Ooh...- Do nothing.
0:17:32 > 0:17:35So, to go back, just put some pressure on your heels.
0:17:35 > 0:17:39- Perfect, and to stop going backwards...- Lean forward.
0:17:39 > 0:17:41360 - just put pressure on the handle.
0:17:43 > 0:17:45- Lots of praise, you're looking good. - Excellent, good job.
0:17:45 > 0:17:48- That's good, yeah.- OK, and other way, Erin, for us...- Ooh.
0:17:48 > 0:17:51- Looking good.- Like a pro.
0:17:53 > 0:17:56That's what I love about this job, it's just totally unpredictable.
0:17:56 > 0:17:59You meet new guests and it keeps you on your toes,
0:17:59 > 0:18:01so, yeah, it's really good.
0:18:05 > 0:18:10- So, their target is 450 tomorrow, isn't it, Seb?- Yes.
0:18:10 > 0:18:12So we have to keep to that 450 tomorrow
0:18:12 > 0:18:16and as soon as they hit 450, we'll give the retro sweets out.
0:18:16 > 0:18:19Keeping the sales team on their toes is Jill Manley -
0:18:19 > 0:18:21business development director.
0:18:22 > 0:18:25Their job is to fill the resort's rooms and restaurants.
0:18:25 > 0:18:30Right, guys, we need to hit their 450 target by tomorrow.
0:18:30 > 0:18:32- Charlotte, you on it? - We're on it, Jill.
0:18:32 > 0:18:36What you doing, drinking your squash? LAUGHTER
0:18:36 > 0:18:38Good afternoon, Celtic Manor Resort reservations, Fran speaking,
0:18:38 > 0:18:40how can I help?
0:18:40 > 0:18:44Fran Gillo is one of the resort's 50-strong sales team.
0:18:44 > 0:18:48- No, I haven't had any room bookings yet, only restaurant.- No rooms?
0:18:48 > 0:18:50- No rooms. - SHE LAUGHS
0:18:50 > 0:18:52Right, next call, Fran, next call.
0:18:52 > 0:18:56The rooms in the main resort hotel, they only accommodate two adults.
0:18:56 > 0:18:59We do however have one of our suites,
0:18:59 > 0:19:01the presidential suite, that went...
0:19:01 > 0:19:05The presidential suites are the most expensive rooms in the hotel.
0:19:05 > 0:19:08Selling one would make Fran's day.
0:19:08 > 0:19:11Now, the best price that we could do on the presidential suite
0:19:11 > 0:19:13for those evenings...
0:19:14 > 0:19:20For the two nights, it would be at a total of £2,556, and then...
0:19:20 > 0:19:25you can give us a call back then for the dining arrangements.
0:19:25 > 0:19:27SHE MOUTHS
0:19:28 > 0:19:30OK, thanks, bye!
0:19:31 > 0:19:35- She's calling back. She didn't have any card details.- This close...
0:19:35 > 0:19:36- I know.- ..to glory, eternal glory.
0:19:36 > 0:19:38She said her husband's in the garden,
0:19:38 > 0:19:40so she's going to call back with card details.
0:19:40 > 0:19:44With the presidential suite booking we always have a bottle of champagne ready to go, so...
0:19:44 > 0:19:46she's just missed out.
0:19:47 > 0:19:49Maybe she'll call back.
0:19:52 > 0:19:54Once we get there, that's the problem.
0:19:54 > 0:19:56- SAT NAV:- Turn left...
0:19:58 > 0:20:00I love spending the day with Peter.
0:20:01 > 0:20:03If I could choose anyone to spend the day with, it would be Peter.
0:20:03 > 0:20:05- PETER LAUGHS - Yeah, right!
0:20:05 > 0:20:08Directors Peter and Matthew are on their way to Bridgend
0:20:08 > 0:20:11for a meeting with one of their food suppliers.
0:20:11 > 0:20:12Oh, Peter!
0:20:12 > 0:20:17The Tortoise Bakery already supplies three types of bread to the resort,
0:20:17 > 0:20:20but Peter and Matthew are hungry for more variety.
0:20:20 > 0:20:25We're looking at specialised rolls, even for VIP functions.
0:20:25 > 0:20:27We are looking at one of the restaurants maybe to change
0:20:27 > 0:20:29over the bread as well.
0:20:29 > 0:20:32I'm an Austrian, I like my... dark bread.
0:20:32 > 0:20:36- So, we make this 100% rye bread... - Yeah.
0:20:36 > 0:20:37..which is a rye sourdough.
0:20:40 > 0:20:43No, see, I like this, but this is me, this is home.
0:20:43 > 0:20:45It makes me feel like at home.
0:20:45 > 0:20:48Going to share or just cutting yourself a piece and not worry about anyone else?
0:20:50 > 0:20:53He can be a bit like that sometimes! MATTHEW LAUGHS
0:20:53 > 0:20:55I'll just take it off the end.
0:20:55 > 0:20:57- Thank you.- It's a very sharp knife.
0:20:57 > 0:20:58It would be, for us,
0:20:58 > 0:21:01the natural thing to move on and say it is Welsh,
0:21:01 > 0:21:05it is made in Wales, would that be something you could do for us?
0:21:05 > 0:21:08I'm very keen to work with you and if we can sell more products to you,
0:21:08 > 0:21:10that would be fantastic and develop bespoke lines.
0:21:10 > 0:21:13I would, you know, look to buy everything from...
0:21:13 > 0:21:19- Try to buy as much local anyway. - Excellent. That's good news.
0:21:19 > 0:21:21I'm going to come out with you more often, Peter.
0:21:21 > 0:21:24- Thanks very much. - Thanks a lot, cheers.- Excellent.
0:21:24 > 0:21:26When you see someone as big as Celtic Manor
0:21:26 > 0:21:29who could source from anywhere really,
0:21:29 > 0:21:31and to come to small places like ours
0:21:31 > 0:21:35with a team of six people, it's very flattering for us,
0:21:35 > 0:21:37but it also shows that they are committed to actually doing it
0:21:37 > 0:21:39rather than just talking about it.
0:21:42 > 0:21:46Resort reservations, Fran speaking, how can I help?
0:21:46 > 0:21:49In the sales department, Fran's got the call she's been waiting for.
0:21:49 > 0:21:51Hi, Mrs Jones, thanks for calling back.
0:21:51 > 0:21:54The customer who was interested in the presidential suite
0:21:54 > 0:21:56is back on the line.
0:21:56 > 0:22:00- And that was for the four of you in the presidential suite? - HE MOUTHS
0:22:00 > 0:22:02OK, so that's all booked in for you, then, Mrs Jones,
0:22:02 > 0:22:04so we'll see you, then.
0:22:04 > 0:22:07Thank you very much for your call today. Bye now, bye!
0:22:07 > 0:22:10- CHEERING - Whoo!
0:22:11 > 0:22:13- Yay! Yeah! - APPLAUSE
0:22:13 > 0:22:17- Fran sold the presidential suite. How many nights, Fran?- Two nights.
0:22:17 > 0:22:20- CHEERING AND APPLAUSE - Two nights, sorry!
0:22:20 > 0:22:23- My heart's going a little bit! - SHE LAUGHS
0:22:23 > 0:22:26That was exciting, wasn't it?
0:22:26 > 0:22:27No, it's good.
0:22:27 > 0:22:30It's a great result for Fran, but for Jill,
0:22:30 > 0:22:33it's a never-ending challenge trying to keep the resort filled.
0:22:33 > 0:22:35Charlotte, you selling?
0:22:35 > 0:22:41When I started here, we were probably...quieter.
0:22:41 > 0:22:44Probably running at a 50% occupancy, which was much easier for me.
0:22:44 > 0:22:48Now our average occupancy is 85%, so we're a more successful hotel,
0:22:48 > 0:22:51but that doesn't come with not working hard.
0:22:51 > 0:22:55Good afternoon, Celtic Manor Resort reservations, how can I help?
0:22:57 > 0:23:00Sir Terry Matthews, the owner of the resort,
0:23:00 > 0:23:02joins the post-conference drinks reception.
0:23:03 > 0:23:05Minister, thank you for coming.
0:23:05 > 0:23:08There are many people who are keen to talk to Sir Terry,
0:23:08 > 0:23:10but he still makes time for his staff.
0:23:10 > 0:23:13- How are you?- Oh, good to see you. - Good, good. And you, are you well?
0:23:13 > 0:23:15- Are things going well here? - Yes, very well.
0:23:15 > 0:23:18He will come to you and he'll talk to you, say hello,
0:23:18 > 0:23:19check how everything is.
0:23:19 > 0:23:22Cos he likes to see how the staff are doing.
0:23:22 > 0:23:26Very, very down-to-earth. You know, which is what we love about him.
0:23:26 > 0:23:29Tonight, Sir Terry is hosting a private dinner
0:23:29 > 0:23:31for some of the conference VIPs,
0:23:31 > 0:23:34which will be cooked by chefs Stu and Sy,
0:23:34 > 0:23:36and overseen by executive chef Mike Bates.
0:23:36 > 0:23:37So there we go then.
0:23:37 > 0:23:40So basically, it's all going to be lastminute.com with the scallops.
0:23:40 > 0:23:43- Vegetables, you've got the garnishes ready to rock?- Yeah.
0:23:43 > 0:23:45The foam, you need to get on now...
0:23:45 > 0:23:48He's not the only one keeping an eye on the chefs today -
0:23:48 > 0:23:52top hotel boss Ian Edwards is also in the kitchen.
0:23:52 > 0:23:54All eyes are on us.
0:23:54 > 0:23:56Mr Edwards, obviously.
0:23:56 > 0:23:58But just do what we normally do and it'll be fine.
0:23:59 > 0:24:03When the boss is in the building you got to make sure everything's cool,
0:24:03 > 0:24:05but we should be good, all guns blazing. HE LAUGHS
0:24:05 > 0:24:08What's happening with your middle bit that I don't know about?
0:24:08 > 0:24:09- You'll love it.- Going to tell me?
0:24:09 > 0:24:12I'll share it with you now. It's going to be cheese.
0:24:12 > 0:24:15- Have you got a picture, or...? - I'll show you it now. Come with me.
0:24:15 > 0:24:18Keen to impress Sir Terry and his guests,
0:24:18 > 0:24:22Mike's created a locally-themed dish as a surprise for tonight's dinner.
0:24:22 > 0:24:25So, basically, what we've got here is some Perl Wen cheese -
0:24:25 > 0:24:27well, obviously, Welsh cheese -
0:24:27 > 0:24:30OK, which is coated in redcurrant jelly
0:24:30 > 0:24:31and these are rolled oats,
0:24:31 > 0:24:34so it's going to be very much like a fondue when it melts, OK?
0:24:34 > 0:24:37And we've got a Welsh dragon sitting on the top of this, OK?
0:24:37 > 0:24:39And then an apple puree down there.
0:24:39 > 0:24:42- So basically, it's a cheeseboard, but it's a savoury beforehand.- Hmm.
0:24:43 > 0:24:46There is some influential people at the dinner,
0:24:46 > 0:24:49so it's great to wow them and obviously Sir Terry's at the dinner
0:24:49 > 0:24:52and he can show them what his team can do here, so...
0:24:52 > 0:24:54We'll smash it.
0:24:57 > 0:25:00PEOPLE YELL AND SCREAM
0:25:01 > 0:25:04Down on the lawn, a more relaxed event is taking place.
0:25:04 > 0:25:08Jill has organised an evening of fun for her sales team.
0:25:08 > 0:25:11No, that's 20, that should be 20!
0:25:11 > 0:25:13- No, it's 20!- You got to get it in.
0:25:13 > 0:25:15I spend most of my day in meetings,
0:25:15 > 0:25:17so I only speak to them now and again,
0:25:17 > 0:25:20so tonight it's me getting to know the ones I didn't know
0:25:20 > 0:25:23and them realising that I'm not this big, scary boss,
0:25:23 > 0:25:25that I'm a normal person.
0:25:25 > 0:25:28- Number three! - ALL SHOUT
0:25:30 > 0:25:32Max, oh!
0:25:34 > 0:25:37The team are being treated to a barbecue and drinks
0:25:37 > 0:25:39as a thank-you for their hard work.
0:25:39 > 0:25:41We're halfway through the year
0:25:41 > 0:25:44and I'm pleased to say we are ahead of budget,
0:25:44 > 0:25:47we are ahead by 474,000 as...
0:25:47 > 0:25:51CHEERING ..as we stand now.
0:25:51 > 0:25:54HORN HONKS And that is excellent.
0:25:54 > 0:25:56..For every call you took, for every event you confirm,
0:25:56 > 0:25:58and you know, that five-star service you offer.
0:25:58 > 0:26:00So thank you, all, and I am very proud of you all.
0:26:07 > 0:26:09..All present and currently arriving as we speak.
0:26:09 > 0:26:12Within the next two minutes the whole party will be here, chef.
0:26:13 > 0:26:18As Sir Terry's guests arrive, Simon's busy preparing the starters.
0:26:19 > 0:26:21Hopefully we don't have a fish allergy.
0:26:22 > 0:26:25Mr Lewis, can you ask service if there's any fish allergies
0:26:25 > 0:26:27or whatever, just before we go ahead with it?
0:26:27 > 0:26:29And now there's not just one,
0:26:29 > 0:26:32but three hotel directors overseeing the team in the kitchen.
0:26:32 > 0:26:35Every single plate passes by one of our sets of eyes.
0:26:35 > 0:26:39- Yeah, mine definitely, I don't know about the two of you!- Ooh!
0:26:39 > 0:26:42Do you want to...put those two scallops on the other side, please?
0:26:42 > 0:26:44Don't put the foam on it, don't put the foam on yet,
0:26:44 > 0:26:46get everything on it, then the foam.
0:26:46 > 0:26:48Sorry, Stuart, if I shouted at you there, but...
0:26:49 > 0:26:53Despite the tension in the kitchen, the starters are finally unveiled.
0:26:53 > 0:26:56And thank you all for joining me tonight
0:26:56 > 0:26:59and let's have a little bit of fun over dinner,
0:26:59 > 0:27:02and please, this social networking is very, very good.
0:27:02 > 0:27:05Thanks a lot. I hope you enjoy.
0:27:07 > 0:27:10So, we're going to get the cheese out now, cos it's been in the fridge,
0:27:10 > 0:27:12so we need to let that underneath the lights
0:27:12 > 0:27:16and then just bake it slightly, put the rest of the stuff together, so...
0:27:16 > 0:27:20Hopefully we don't smash any Welsh dragons on the top, so, yeah...
0:27:20 > 0:27:21It's all good.
0:27:23 > 0:27:27Mike's invited to introduce his dish to the diners.
0:27:27 > 0:27:29Good evening, ladies and gentlemen.
0:27:29 > 0:27:32I would just like to explain the cheese course that you're having today.
0:27:32 > 0:27:34It's actually not on the menu.
0:27:34 > 0:27:38It's a soft cheese, Perl Wen from Carmarthen, and as you can see,
0:27:38 > 0:27:40a little Welsh dragon on the top,
0:27:40 > 0:27:42a little biscuit there for you to enjoy.
0:27:42 > 0:27:45- Thanks, Mike. - It's a pleasure, enjoy, thank you.
0:27:45 > 0:27:46It's going well.
0:27:46 > 0:27:49You know, there are always things you want to do better, you know,
0:27:49 > 0:27:52cos otherwise you wouldn't be in the job, you know,
0:27:52 > 0:27:55and you just think, "Well, we could have done this better," or whatever,
0:27:55 > 0:27:58but in general it was a good... I think so, it was good.
0:27:58 > 0:28:01As they say in America, "Good job!"
0:28:02 > 0:28:07This has been a week in the life of the Celtic Manor Resort.
0:28:07 > 0:28:08During that time,
0:28:08 > 0:28:12700 staff have been on duty for weddings and conferences.
0:28:12 > 0:28:14They've cared for over 5,000 guests...
0:28:14 > 0:28:16Vegetarian's just coming from up there.
0:28:16 > 0:28:21..and cooked and served over 12,000 meals.
0:28:22 > 0:28:24In just 30 years, the resort has been transformed
0:28:24 > 0:28:27from a semi-derelict maternity hospital
0:28:27 > 0:28:29into the biggest hotel in Wales,
0:28:29 > 0:28:34but for Sir Terry, the Celtic Manor story has only just begun.
0:28:34 > 0:28:38For me, everything is in progress, not completed,
0:28:38 > 0:28:41and it's the same with the Celtic Manor -
0:28:41 > 0:28:44if things are successful, what next?