0:00:02 > 0:00:06Claridge's, in the heart of London's Mayfair,
0:00:06 > 0:00:11is a five-star luxury hotel favoured by royalty and celebrities.
0:00:12 > 0:00:16Here, things are done a little differently.
0:00:18 > 0:00:22The million-pound chandelier has 800 unique pieces that have to be
0:00:22 > 0:00:25individually hand-cleaned overnight.
0:00:25 > 0:00:29It's not going to take much for it to go and to get one of these
0:00:29 > 0:00:31replaced is probably going to be nigh on impossible.
0:00:31 > 0:00:35In an age of austerity, some guests are prepared to pay the price of a
0:00:35 > 0:00:42small family car to spend one night savouring its enduring glamour.
0:00:42 > 0:00:44It's £6,900 per night.
0:00:45 > 0:00:47For the first time in its long history,
0:00:47 > 0:00:50Claridge's has allowed cameras behind its doors.
0:00:52 > 0:00:56We've spent a year filming upstairs and downstairs following
0:00:56 > 0:01:01the staff as they provide luxury to a discreet and exclusive clientele.
0:01:02 > 0:01:04This is as good as it's going to get.
0:01:04 > 0:01:08I mean, the next stop is Buckingham Palace.
0:01:08 > 0:01:10How does Claridge's make you feel?
0:01:10 > 0:01:12Well, that they're expecting me.
0:01:12 > 0:01:14It's not a blind date.
0:01:14 > 0:01:19Those who stay can demand impeccable attention to detail
0:01:19 > 0:01:22and staff who go to enormous lengths to please.
0:01:23 > 0:01:25No request is too outrageous.
0:01:25 > 0:01:29We might think they're outrageous but we will deliver.
0:01:46 > 0:01:50Good morning, Claridge's. How may I help you?
0:01:50 > 0:01:53- You're taking the Eurostar, yes? - 'Yes.'
0:01:53 > 0:01:55That's going to be from St Pancras station, sir.
0:01:55 > 0:01:59- 'How many...pounds will it cost? Do you know?'- For the taxi?
0:01:59 > 0:02:01Let me connect you with the Concierge.
0:02:01 > 0:02:04- They do an accurate estimate for you.- 'OK.'- Thanks so much.
0:02:09 > 0:02:11Notice I didn't say, "I don't know."
0:02:14 > 0:02:18- Do you ever not know? - Oh, yes, but that's...
0:02:18 > 0:02:21I guess that's the trick.
0:02:21 > 0:02:24You can't ever let the caller hear you sweat.
0:02:24 > 0:02:28Never let them hear you sweat. "One moment, please," is great.
0:02:28 > 0:02:31"Let me find out for you."
0:02:31 > 0:02:35One of the most wonderful tools that we have here in Claridge's,
0:02:35 > 0:02:39that not everyone really knows, is called Google,
0:02:39 > 0:02:42and Google will answer everything.
0:02:42 > 0:02:44So we seem like geniuses up here
0:02:44 > 0:02:47but a lot of the time it's just typing into Google.
0:02:47 > 0:02:50Good morning. Claridge's. How may I help you?
0:02:53 > 0:02:55Doors have been open to guests
0:02:55 > 0:02:59ever since Mrs Claridge established a hotel on the site in 1854.
0:03:01 > 0:03:05Her portrait still watches over the comings and goings in the lobby.
0:03:08 > 0:03:10Famed for its Art Deco interior,
0:03:10 > 0:03:15the hotel has two miles of corridors, 400 staff
0:03:15 > 0:03:20and serves over 1,000 lobsters and 60,000 bottles of champagne a year.
0:03:22 > 0:03:25You've got one hour to get these down.
0:03:27 > 0:03:29Where do I feel happiest?
0:03:32 > 0:03:34I love our lobby
0:03:34 > 0:03:39because the lobby embraces everything that Claridge's is about.
0:03:39 > 0:03:42There is the glamour. There is the beauty of the building.
0:03:42 > 0:03:45You can feel it when you walk through the revolving doors that
0:03:45 > 0:03:48you're entering a very, very special place.
0:03:53 > 0:03:56At the helm of this thoroughly British institution
0:03:56 > 0:03:59is 41-year-old Thomas Kochs.
0:04:00 > 0:04:04He's the youngest General Manager in the hotel's history.
0:04:06 > 0:04:10We are waiting for Mr Basso and Mr Kominoto.
0:04:10 > 0:04:13They're very, very regular visitors from New York.
0:04:13 > 0:04:15They've been coming to the hotel for many years
0:04:15 > 0:04:18and are really, really very dear guests of ours.
0:04:18 > 0:04:20They spent a week in Paris,
0:04:20 > 0:04:23so I'm sure they have lots of interesting stories to tell.
0:04:26 > 0:04:29- Hello, how are you?- Good to be here. - Good to see you. Welcome back.
0:04:29 > 0:04:32- Joanna.- Nice to see you.
0:04:32 > 0:04:36- Gorgeous weather.- I know. We have the sun on order for you, of course.
0:04:38 > 0:04:41Dennis Basso is an American designer.
0:04:43 > 0:04:47After you, and then it's the second-floor Piano Suite today.
0:04:47 > 0:04:50- Oh, my favourite. - Your favourite, good.
0:04:50 > 0:04:54If I only knew how to play the piano.
0:04:54 > 0:04:58The Piano Suite costs £5,100 a night
0:04:58 > 0:05:02and comes with its own private butler on call 24 hours a day
0:05:02 > 0:05:05to pander to every wish.
0:05:05 > 0:05:09OK, you have a wonderful stay. Enjoy and see you later, OK? Take care.
0:05:14 > 0:05:17What strikes you about this room when you come in?
0:05:17 > 0:05:20You feel like you've stepped back a little bit.
0:05:20 > 0:05:26Like you're in some fine English... mansion in the middle of London.
0:05:26 > 0:05:30It's beautifully matched and beautifully done
0:05:30 > 0:05:32but it's not forced.
0:05:32 > 0:05:35You have all your modern conveniences,
0:05:35 > 0:05:38so you're able to press a button and have the butler come,
0:05:38 > 0:05:39reach the Concierge.
0:05:39 > 0:05:41This is a perfect example.
0:05:41 > 0:05:46This is clearly the most modern element, to have that instant
0:05:46 > 0:05:49cup of espresso here,
0:05:49 > 0:05:51but yet you're in this traditional
0:05:51 > 0:05:58environment and I think that's what really has made this
0:05:58 > 0:05:59something quite unique.
0:05:59 > 0:06:04This is pretty special. I think the best of the people come.
0:06:04 > 0:06:05The best, when I say that,
0:06:05 > 0:06:11I mean the people who have travelled far and wide.
0:06:11 > 0:06:14This is an exceptionally large salon.
0:06:14 > 0:06:17Do you ever feel that luxury is a difficult thing to
0:06:17 > 0:06:19celebrate in these times?
0:06:19 > 0:06:21You know...
0:06:23 > 0:06:27..there's always going to be...
0:06:27 > 0:06:29luxury.
0:06:31 > 0:06:36John Alves comes from the island of Madeira and is keeper of the
0:06:36 > 0:06:41last man-operated lift in London, transporting treasured guests.
0:06:43 > 0:06:48Most of the time I receive the guests. Very important guests.
0:06:48 > 0:06:51They say this is the best lift in the world.
0:06:51 > 0:06:54They've never seen one lift like this.
0:06:54 > 0:07:00I'm very, very happy to have this clock, this very nice clock.
0:07:00 > 0:07:04It is 115 years old. It's beautiful.
0:07:05 > 0:07:09The Queen of Spain was here last week.
0:07:11 > 0:07:15The Emperor of China has been a couple of months ago.
0:07:17 > 0:07:20Tom Cruise, he's been in this part
0:07:20 > 0:07:23because he likes to be here in front of this mirror.
0:07:23 > 0:07:27Madonna liked to sit over in this place over here.
0:07:28 > 0:07:32And the other people have really enjoyed this lift.
0:07:35 > 0:07:38It's a delicate business addressing VIP guests.
0:07:40 > 0:07:43Every morning, Thomas sits down to compose the welcome cards.
0:07:46 > 0:07:50Card signing sessions with Kristy are always a bit different.
0:07:53 > 0:07:57- How about let's start with... - This weekend, no?- ..this weekend.
0:07:57 > 0:08:01- Tom Hanks.- Tom Hanks. Small card? Big card?- Big card.- OK.
0:08:05 > 0:08:08Who gets a big card and who gets the little card?
0:08:11 > 0:08:13- Ooh!- That's Kristy's discretion.
0:08:16 > 0:08:22- OK, then our lovely band members. - Members for which band?- U2.
0:08:22 > 0:08:25- U2, OK, good.- So they're here to attend the Q Awards.
0:08:25 > 0:08:29I'm not exactly sure what that is, to be perfectly honest.
0:08:29 > 0:08:31THEY LAUGH
0:08:31 > 0:08:36So I'll say, "Have a wonderful stay. Enjoy the Q Awards."
0:08:36 > 0:08:40- OK. This is...- Edge.- Hmm-mm.
0:08:45 > 0:08:48We never know. We always have the same predicament.
0:08:48 > 0:08:50Do you write, "Dear Edge?"
0:08:52 > 0:08:56- It's um... - I forgot his real name now.
0:08:56 > 0:08:59Isn't he known as THE Edge?
0:08:59 > 0:09:01No idea, but you can't write, "Dear Mr The Edge."
0:09:08 > 0:09:11Someone needs to be the guardian of all of this, you know.
0:09:11 > 0:09:15Someone needs to have a little bit of a helicopter view.
0:09:15 > 0:09:17You're like a conductor in an orchestra.
0:09:20 > 0:09:26'I believe you need to really wholeheartedly want to do this.'
0:09:26 > 0:09:28How are you? Good to see you.
0:09:30 > 0:09:31Hello.
0:09:31 > 0:09:35Do you find it amusing that everyone says it so British
0:09:35 > 0:09:37and you're German?
0:09:37 > 0:09:40Yes, I do find it amusing at times,
0:09:40 > 0:09:47but, you know, it's good to see things a little humorous as well.
0:09:47 > 0:09:50That's why I don't find it challenging to represent
0:09:50 > 0:09:55a British brand, but, yeah, Claridge's is the quintessentially
0:09:55 > 0:09:59English hotel in London and I'm German and I can't change that.
0:10:06 > 0:10:11Let's just remind everybody, if you have a broken lamp, please
0:10:11 > 0:10:15remove the shade, label the shade and leave the shade in the office.
0:10:15 > 0:10:18I found two shades downstairs in technical services which were
0:10:18 > 0:10:20just on a shelf.
0:10:20 > 0:10:22Deputy head of housekeeping Anne Barnes
0:10:22 > 0:10:25is one of the few English members of staff.
0:10:25 > 0:10:29She executes her job with obsessive attention to detail.
0:10:29 > 0:10:33You can smell the dust.
0:10:33 > 0:10:36- What do you notice in here, Anne? - The flowers.
0:10:36 > 0:10:38The flowers are dead.
0:10:40 > 0:10:44118 bathroom, there's a golf-ball light bulb missing.
0:10:44 > 0:10:47Why this is missing, I do not know.
0:10:47 > 0:10:48Simon, the other day,
0:10:48 > 0:10:51I reported that the TVs were showing one hour ahead.
0:10:51 > 0:10:53What's happening?
0:10:53 > 0:10:56Alvin, when you clean the chairs with your damp cloth,
0:10:56 > 0:10:58can you make sure you do the legs?
0:10:58 > 0:11:00Can I show you? Look here, can you see the dust?
0:11:00 > 0:11:05There's a very bad stain on the carpet right by the valet storage.
0:11:05 > 0:11:09OK, can you please make sure that you highlight that?
0:11:09 > 0:11:11- Please don't put that up in here. - Not on you.
0:11:14 > 0:11:16The guests have just arrived.
0:11:22 > 0:11:26- Housekeeper.- Housekeeper. - It's noisy.
0:11:27 > 0:11:32I'm always checking inside the bag now,
0:11:32 > 0:11:35because we had a case that once a guest chucked out
0:11:35 > 0:11:40and he left a lot of money in the bag which was folded this way, flat.
0:11:40 > 0:11:45And then the next guest who checked into the room found the money.
0:11:45 > 0:11:50- How much was it?- It was a lot. It was a couple of thousand pounds, yeah.
0:11:50 > 0:11:52They were all flat and nicely folded.
0:11:54 > 0:11:58So that's why I'm always checking inside now, just in case.
0:11:58 > 0:12:03The girls find a lot of money, they find a lot of money in the room.
0:12:03 > 0:12:05Sometimes it's locked in a safe
0:12:05 > 0:12:09and, if the guest is not asking for it,
0:12:09 > 0:12:12I think it's for six months. Ann?
0:12:12 > 0:12:14- Yeah.- The girls will get it.
0:12:14 > 0:12:16Yeah, it can be a lot of money.
0:12:16 > 0:12:19- I think it depends on the value. - On the value?- Yeah.
0:12:19 > 0:12:24- It might be longer.- One of our room attendants, she just got 2,000
0:12:24 > 0:12:26which was left locked in a safe.
0:12:26 > 0:12:28Yeah...
0:12:37 > 0:12:39Ann, are you like this at home?
0:12:39 > 0:12:41No! I've a dog.
0:12:41 > 0:12:42No, not at all.
0:12:42 > 0:12:44Not at all.
0:12:48 > 0:12:50Not every dog is left behind.
0:12:50 > 0:12:54Sammy the spaniel has stayed over 20 times at the hotel.
0:12:56 > 0:12:59The minute he gets out of the car, he walks straight up to the door
0:12:59 > 0:13:02and puts his nose up and says, "This is it."
0:13:03 > 0:13:07Sometimes, I drop him and the luggage off and they check him into the room.
0:13:10 > 0:13:13They always ask, "Is Sammy coming, too?"
0:13:13 > 0:13:17Then they put out a little towel for him and the dog bowl.
0:13:17 > 0:13:22They then get his bed out and things like that.
0:13:22 > 0:13:25Sometimes, it takes a long time to check in and check out
0:13:25 > 0:13:28because everybody is so busy talking to Sammy.
0:13:30 > 0:13:33At check-out, Sammy's toy, food and water bowl
0:13:33 > 0:13:36are put into storage, awaiting his next visit.
0:13:38 > 0:13:40Before we came to Claridge's
0:13:40 > 0:13:43Sammy used to get depressed staying in London. One night was enough.
0:13:43 > 0:13:46I mean, they have a depression, you could always tell.
0:13:46 > 0:13:48The head would droop and he'd just say, "Get me out of here."
0:13:48 > 0:13:50Ever since we've been staying at Claridge's,
0:13:50 > 0:13:53he's says, "I'm very happy, thank you very much,
0:13:53 > 0:13:55"and I'm quite happy to stay another night."
0:14:01 > 0:14:04- Hi, Stephen. You're very kindly going to take him for a walk.- Of course.
0:14:04 > 0:14:09- And I'm afraid I'm going to give you...- Certainly.
0:14:09 > 0:14:12So where's Mummy? Where's Mummy left you?
0:14:13 > 0:14:15What you found?
0:14:18 > 0:14:20What you found, Sam? Come on.
0:14:20 > 0:14:21What you found?
0:14:21 > 0:14:24And do you ever say no to a guest?
0:14:24 > 0:14:26I never say no to a guest.
0:14:26 > 0:14:28I cannot say no to a guest.
0:14:28 > 0:14:30I will do everything in my power
0:14:30 > 0:14:33to do whatever it is they want me to do.
0:14:33 > 0:14:35So let's just briefly talk about what we can do today
0:14:35 > 0:14:38on the third-floor rooms. Yeah?
0:14:38 > 0:14:41318, 316, 321...
0:14:41 > 0:14:45Claridge's has 83,000 guests a year.
0:14:45 > 0:14:47As well as those booking for a night, or two,
0:14:47 > 0:14:51the hotel is used to dealing with people who demand a whole lot more.
0:14:51 > 0:14:53I'm going to take the Bibles out.
0:14:53 > 0:14:55In three days' time, they're expecting the arrival
0:14:55 > 0:15:00of foreign royalty, who want to occupy the entire third floor.
0:15:04 > 0:15:07They're all paying a lot of money, it's a very high rate,
0:15:07 > 0:15:11so we need extra care with them. Yeah?
0:15:11 > 0:15:12Hi, Chris.
0:15:12 > 0:15:14The arrival time is still about six o'clock.
0:15:14 > 0:15:18I presume security will be on-site, probably close to noon.
0:15:20 > 0:15:24Basically, we just make sure we take all the alcoholic products out.
0:15:25 > 0:15:27From us, everyone knows how important this group is,
0:15:27 > 0:15:29how perfectly it needs to go.
0:15:31 > 0:15:35The whole floor will be taken over by 27 female guests
0:15:35 > 0:15:38with their women-only security guards.
0:15:38 > 0:15:42No men will be allowed to set foot on the floor.
0:15:42 > 0:15:49We have to...line all these glass doors, so people can't see in.
0:15:52 > 0:15:56We're making very, very soft bed for the Princess.
0:15:56 > 0:16:03She wants very, very soft bed. We are putting the extra duvets for her.
0:16:03 > 0:16:05- How many duvets?- Four.
0:16:05 > 0:16:09Yes, she want very, very soft.
0:16:13 > 0:16:15There are 40 rooms on the third floor.
0:16:15 > 0:16:18Ten have to be cleared of all furniture to create
0:16:18 > 0:16:22space for private dressing rooms and dining rooms.
0:16:22 > 0:16:24All these rooms will be connected.
0:16:24 > 0:16:28We will be opening the connection doors throughout the whole floor.
0:16:28 > 0:16:31So the guests will be able to go around in one big circle.
0:16:31 > 0:16:32They can do that, yeah.
0:16:34 > 0:16:37The other bedrooms will be turned into kitchens.
0:16:38 > 0:16:40We completely cover the carpet.
0:16:40 > 0:16:46They will lay banqueting tables all the way around the room, and fridges,
0:16:46 > 0:16:50and then put serving dishes on top and things like that, hot plates.
0:16:53 > 0:16:57Two entire suites will be used just for storing shopping bags.
0:17:00 > 0:17:02Presentation must be perfect.
0:17:02 > 0:17:06All scuffs are touched up, dripping taps fixed...
0:17:06 > 0:17:10It's just actually running here from the tap.
0:17:10 > 0:17:12..and one bath is re-enamelled.
0:17:12 > 0:17:15Basically, what we've done, this has been a chipped bath,
0:17:15 > 0:17:18- taken all the chrome off.- Yeah.
0:17:18 > 0:17:22And then sprayed it, now it's being heat lamped, so being hardened.
0:17:22 > 0:17:26Rather than replacing the bath, we're repairing all the chips.
0:17:27 > 0:17:30However, the guests have yet to confirm their booking.
0:17:32 > 0:17:35- They've already delayed a day. - They have, yes.
0:17:35 > 0:17:39Is there still a chance they could cancel? Does that happen?
0:17:39 > 0:17:42Possibly. Travel plans change.
0:17:42 > 0:17:45Is it London, is it Paris?
0:17:45 > 0:17:49Will it be the US, or the Alps, maybe?
0:17:49 > 0:17:53They might go skiing, they might go to a skiing resort.
0:17:53 > 0:17:58You know, the schedules of people's lives are very demanding
0:17:58 > 0:18:01and very busy. We have this with a lot of our top, top guests.
0:18:01 > 0:18:04They probably have every intention to stay here on Wednesday
0:18:04 > 0:18:08and then the day changes, demands change, different plane,
0:18:08 > 0:18:12different demands for a different city, and they arrive
0:18:12 > 0:18:15on Thursday or a week later. We deal with that all the time.
0:18:15 > 0:18:18So, for one room, that's slightly different
0:18:18 > 0:18:20in comparison to a whole floor.
0:18:25 > 0:18:29It's taken two days to transform the third floor into a temporary
0:18:29 > 0:18:33palace, but still the booking has not been confirmed.
0:18:35 > 0:18:38Could the guests still cancel?
0:18:38 > 0:18:41Yeah. They could. Mm-hm.
0:18:41 > 0:18:43- After all this work?- Yeah.
0:18:43 > 0:18:45Or they could delay their visit.
0:18:50 > 0:18:54- How would you feel if...- If...?
0:18:54 > 0:18:55They cancelled?
0:18:55 > 0:18:59Well, obviously...very upset.
0:19:03 > 0:19:07The royal family finally arrives, two days behind schedule.
0:19:09 > 0:19:12So, have you met Her Highness?
0:19:12 > 0:19:16Her Highness I haven't met, no.
0:19:17 > 0:19:20I haven't been to her room, I haven't shaken her hand,
0:19:20 > 0:19:22I haven't spoken to her or had an exchange.
0:19:22 > 0:19:29So it's really not unusual for... for me not to see certain guests.
0:19:29 > 0:19:31One wouldn't think, would one?
0:19:33 > 0:19:36With more than 11,000 five-star luxury rooms in London,
0:19:36 > 0:19:40Claridge's faces stiff competition.
0:19:40 > 0:19:43Thomas knows he needs to keep attracting
0:19:43 > 0:19:47the likes of the guests currently occupying the third floor.
0:19:47 > 0:19:52How can people understand how big a business Claridge's is?
0:19:52 > 0:19:54It is all relative.
0:19:54 > 0:19:57There are companies and corporations in this world
0:19:57 > 0:20:01that probably turn over more revenue with 420 people than others
0:20:01 > 0:20:07that turn over less. Claridge's is a £58 million business,
0:20:07 > 0:20:10- in turnover terms.- A year? - That is a year.
0:20:10 > 0:20:15Is there pressure on you to increase the revenue every year?
0:20:16 > 0:20:19Yeah, yet again you can call it pressure or...
0:20:19 > 0:20:23Look, I'm probably the one to ask for more.
0:20:23 > 0:20:25So, it's what you do to yourself.
0:20:25 > 0:20:29It wouldn't be a healthy budget if you said,
0:20:29 > 0:20:33"Yeah, it was amazing what we did last year, let's just do the same."
0:20:33 > 0:20:37You would always want to do a little bit better and a little bit more.
0:20:42 > 0:20:46More than a third of Claridge's guests are from the United States
0:20:46 > 0:20:50and a couple of times a year, Thomas travels to New York to meet
0:20:50 > 0:20:52the most influential American travel agent.
0:20:57 > 0:21:00It is really very, very important that the general managers go
0:21:00 > 0:21:03once or twice a year, themselves.
0:21:03 > 0:21:06There's nothing more valuable than personal contact
0:21:06 > 0:21:08and that's really why I'm here.
0:21:08 > 0:21:11Will the general managers of other hotels in London,
0:21:11 > 0:21:16like the Ritz, the Dorchester, the Savoy, come out to New York, too?
0:21:16 > 0:21:19I'm pretty certain they do.
0:21:19 > 0:21:21First stop, Fischer Travel.
0:21:21 > 0:21:24Father and daughter Bill and Stacey
0:21:24 > 0:21:28craft ultra-luxury experiences for the super-rich.
0:21:28 > 0:21:30They can't be found on the Internet
0:21:30 > 0:21:33and you can only get their number by paying a joining fee.
0:21:34 > 0:21:38We charge 100,000 to become a client
0:21:38 > 0:21:41and 25,000 a year to stay on as a client.
0:21:41 > 0:21:44And that's before you've even made a phone call on their behalf?
0:21:44 > 0:21:48Well, we'll make one call.
0:21:48 > 0:21:52There's a fishing story you'll like. A woman liked to fish
0:21:52 > 0:21:56and she wanted her husband to fish, too, and they were in Africa.
0:21:56 > 0:22:02So, we wanted... She said, "I want to make sure he catches a fish."
0:22:02 > 0:22:08We had to hire a frogman to go in the water to put a fish on the hook.
0:22:08 > 0:22:12He caught a fish but we still had to pay for the frogman.
0:22:12 > 0:22:15- You can have a seat right there. - All right, OK, perfect.
0:22:18 > 0:22:21- Welcome back to New York.- Thank you very much, always good to be here.
0:22:21 > 0:22:24- The hotel is going well? - Yeah, the hotel is doing well.
0:22:24 > 0:22:28London is like New York, I mean, New York is doing terrific.
0:22:28 > 0:22:31Our forecast looks very, very positive but then, of course,
0:22:31 > 0:22:33when you read the press and when you see what's going on...
0:22:33 > 0:22:35The press is always negative.
0:22:35 > 0:22:38The reality doesn't quite reflect our business.
0:22:38 > 0:22:42The press doesn't really know these type of clients.
0:22:42 > 0:22:45- Exactly!- It's true. - Yeah, that's true.
0:22:45 > 0:22:47You know, the press, if they stay in a room, they're spending
0:22:47 > 0:22:50£100, £150 a night.
0:22:50 > 0:22:56They're not spending 1,000, 2,000, 5,000 or whatever.
0:22:56 > 0:23:00That's the difference. They're just...it's out of their realm.
0:23:03 > 0:23:07- Does Claridge's not suit certain people?- Sure.
0:23:07 > 0:23:10It's not for everybody.
0:23:10 > 0:23:12You know, they don't maybe like the Art Deco style,
0:23:12 > 0:23:16they want something a little more contemporary, a little more modern.
0:23:16 > 0:23:19- It's not for everybody. - Maybe something smaller.- Yeah.
0:23:19 > 0:23:21More boutique.
0:23:21 > 0:23:26Have you ever had clients requesting rooms redecorated for them
0:23:26 > 0:23:27- at Claridge's?- Oh, yeah.
0:23:29 > 0:23:32- And is that done?- Yeah, they need... they don't like the colour scheme
0:23:32 > 0:23:35of the room or they don't like...
0:23:35 > 0:23:37So, they'll go in and do it.
0:23:37 > 0:23:41Of course, charge them for it and when they leave,
0:23:41 > 0:23:43put it back to what it is.
0:23:43 > 0:23:47- And they don't mind paying? - Not if they're asking for it.
0:23:50 > 0:23:54Andrew...
0:23:54 > 0:23:57Yeah, I can hardly hear you, I must say.
0:23:57 > 0:24:00Thomas is never off duty.
0:24:00 > 0:24:02He knows what's going on in Claridge's
0:24:02 > 0:24:05even when he's on the other side of the Atlantic.
0:24:05 > 0:24:09Did anything amusing happen in the hotel last night?
0:24:09 > 0:24:11It was a pretty straightforward, normal night.
0:24:11 > 0:24:13Shame...
0:24:15 > 0:24:18No, I just think sometimes you must have things that happen that
0:24:18 > 0:24:21just make you smile, or make you groan
0:24:21 > 0:24:25but they're very human, like the overrunning of the baths.
0:24:25 > 0:24:26Yeah, that happens a lot.
0:24:26 > 0:24:30- Yeah, how often do baths get overrun there?- Too often.
0:24:32 > 0:24:35Of course, you know the way houses are built. It all drips through,
0:24:35 > 0:24:37so you have a leak in the room below.
0:24:37 > 0:24:40- Oh!- I know.
0:24:40 > 0:24:43So when that happens, you just think, "Here we go again."
0:24:43 > 0:24:47Here we go again, yes. It's a shame, it's very wasteful.
0:24:47 > 0:24:50Often new carpets, ceilings have to be painted, made good.
0:24:54 > 0:24:58- Do rock stars trash their rooms? - I knew that this would come up!
0:24:59 > 0:25:04Exactly, guitars breaking, glass tables being smashed...
0:25:04 > 0:25:07Peanuts all over.
0:25:07 > 0:25:10No, they're very well behaved, OUR rock stars.
0:25:12 > 0:25:14Claridge's rock stars are good rock stars.
0:25:17 > 0:25:20Next stop, Barry Liben.
0:25:20 > 0:25:24He booked 500 nights for clients in Claridge's last year.
0:25:24 > 0:25:27Thomas is determined to improve on that.
0:25:27 > 0:25:31Nice to meet you, a pleasure. Absolutely delighted, thank you.
0:25:31 > 0:25:33Today, I think, I checked two hours ago,
0:25:33 > 0:25:36the market was collapsing again, unfortunately.
0:25:36 > 0:25:39When I looked, it was about 350 points down,
0:25:39 > 0:25:42based on some stuff in Europe.
0:25:42 > 0:25:45So, you know, people are concerned.
0:25:45 > 0:25:47Do you have new supply coming into the market?
0:25:47 > 0:25:48If I was a London hotel, yeah,
0:25:48 > 0:25:51I've been nervous about all your new competition.
0:25:51 > 0:25:55- I mean, there's a lot of it right now.- There is a lot of it, yes.
0:25:55 > 0:25:57The Savoy, the Corinthian, the Four Seasons...
0:25:57 > 0:26:00Boy, there's a lot of new beautiful rooms in there.
0:26:00 > 0:26:02Absolutely, yeah, yeah, absolutely.
0:26:02 > 0:26:05I think someone who likes your hotel will stay with it.
0:26:05 > 0:26:08I don't see why they wouldn't. You have a great product.
0:26:08 > 0:26:10But everybody likes to see the new kid on the block
0:26:10 > 0:26:12- when they first open.- Mmm.
0:26:12 > 0:26:14But, you see, we always have to be cautious.
0:26:14 > 0:26:18- You know, you have to stay mainly... - You can't rest on your laurels.
0:26:18 > 0:26:20- No, absolutely not.- You can't rest on your laurels
0:26:20 > 0:26:23but you have a great name, you have a great reputation
0:26:23 > 0:26:25and you have great service levels.
0:26:25 > 0:26:28How much is a luxury room worth?
0:26:28 > 0:26:31At what point does it become ludicrous to spend that money?
0:26:33 > 0:26:35That's really an individual thing.
0:26:35 > 0:26:38One man's ludicrous is another man's normal,
0:26:38 > 0:26:41so that's really an individual thing. You know, erm...
0:26:41 > 0:26:45There are certain suites in the world that go for...
0:26:45 > 0:26:49You know, I might pay 2,000 for a suite
0:26:49 > 0:26:53and another person think that ludicrous
0:26:53 > 0:26:57and another person will pay 15,000 a night for a suite
0:26:57 > 0:26:58and I think that insane.
0:26:58 > 0:27:02I know what I paid for one night in the best villa
0:27:02 > 0:27:05in Terre Blanche in Provence at the Four Seasons,
0:27:05 > 0:27:08that other people would have a heart attack.
0:27:08 > 0:27:11- May I ask what that was?- 13,000.
0:27:15 > 0:27:19In Thomas's absence, his deputy, Michael Bonsor,
0:27:19 > 0:27:22is responsible for the day-to-day running of the hotel.
0:27:22 > 0:27:24Continuously through the day...
0:27:24 > 0:27:27We're walking outside of the building, but twice a day
0:27:27 > 0:27:32our duty managers come out and specifically walk the area,
0:27:32 > 0:27:35and that's more for cleanliness
0:27:35 > 0:27:39and just to make sure everything is shipshape and in order.
0:27:40 > 0:27:42Oh, hi, Charlie, it's Michael.
0:27:42 > 0:27:46Outside Claridge's bar entrance, there's footprints
0:27:46 > 0:27:48on the black granite.
0:27:48 > 0:27:53Can you have housekeeping or back of house come up and wipe it down?
0:27:53 > 0:27:55OK, great, thank you.
0:27:55 > 0:27:57This whole area gets knocked a lot.
0:27:57 > 0:27:59I think we're probably painting this every two or three days
0:27:59 > 0:28:02and it does need a bit more of a touch-up.
0:28:02 > 0:28:06That can literally be like that today
0:28:06 > 0:28:09but three days ago, it wasn't there.
0:28:11 > 0:28:15- The cabling needs attention. - Yeah, this cabling is not good.
0:28:15 > 0:28:18Unless someone's working on it.
0:28:21 > 0:28:25Why don't we bring one of those to this side?
0:28:26 > 0:28:28I think we need two...
0:28:28 > 0:28:32- No, you need a couple of people. - Yeah, yeah, yeah.
0:28:32 > 0:28:35- You need a few people to move that. - Yeah, yeah.
0:28:35 > 0:28:39- Just put one there...- One in there.
0:28:39 > 0:28:42- Yeah.- Do you want to... - Yeah, I'll follow that up.
0:28:49 > 0:28:52This is a view you can't put a price on. Or, actually, you can.
0:28:52 > 0:28:56We need to know the price, don't you think?
0:28:56 > 0:28:58Claridge's likes to flirt with its fashion
0:28:58 > 0:29:02and cultural connections and now has an artist in residence,
0:29:02 > 0:29:06who stays 52 nights a year, in exchange for drawings.
0:29:06 > 0:29:08You've got all of London,
0:29:08 > 0:29:11all these things, you just think of all the lives going on.
0:29:11 > 0:29:15All the people working...
0:29:15 > 0:29:17It's amazing.
0:29:17 > 0:29:19What do you think they're thinking about you?
0:29:19 > 0:29:23I hope they're thinking, "God, he's in the Brook Penthouse.
0:29:23 > 0:29:27"He must have done something good. He must have done well."
0:29:27 > 0:29:30Artists doing well, that's what I want them to think.
0:29:32 > 0:29:35My title is fashion artist in residence
0:29:35 > 0:29:38and it's the "in residence" we love. That's where...
0:29:38 > 0:29:40That's the bit I keep repeating.
0:29:40 > 0:29:42I'm going to be recording,
0:29:42 > 0:29:45in drawing, some of Claridge's favourite guests.
0:29:45 > 0:29:48Some of them are very famous, some of them unknown.
0:29:48 > 0:29:51There is an underlying thing about style within
0:29:51 > 0:29:54the group of people that we're going to draw.
0:29:55 > 0:29:59Internationally famous model Carmen Dell'Orefice is 81.
0:30:01 > 0:30:05And she's been staying at Claridge's since the early '60s.
0:30:05 > 0:30:10The one wonderful thing that is still operative is that breakfast
0:30:10 > 0:30:14comes with the most discreet people,
0:30:14 > 0:30:18who see me in my curlers,
0:30:18 > 0:30:21my flannel nightgown in the morning, you know.
0:30:21 > 0:30:24And they never look at me. And it is always,
0:30:24 > 0:30:26"Madam, may I pour this for you?"
0:30:26 > 0:30:31And it is a real treat to have somebody pour something for me.
0:30:31 > 0:30:35'She doesn't get how great she is, thank God,
0:30:35 > 0:30:36'because she could be a monster.
0:30:36 > 0:30:40'And that's 66 years in an industry that hates 30-year-olds.
0:30:40 > 0:30:42'So it's no wonder she's good at it.
0:30:42 > 0:30:44'As I always say, she damn well ought to be.
0:30:44 > 0:30:47'Because 66 years of practice.'
0:30:47 > 0:30:49What's your favourite room?
0:30:49 > 0:30:50I like 114.
0:30:53 > 0:30:56I like a lot of them, actually, but 114 I am very keen on.
0:30:56 > 0:30:59It's a great big suite on the first floor,
0:30:59 > 0:31:00where you get a butler or two.
0:31:00 > 0:31:02You only have to ring the bell and two people come.
0:31:02 > 0:31:05It took me ages to ring the bell. I didn't dare, I thought,
0:31:05 > 0:31:07I'm not a person who has a butler,
0:31:07 > 0:31:09I'm not a person who rings for a butler.
0:31:09 > 0:31:12So I would ring down to reception and ask them what to do,
0:31:12 > 0:31:15rather than ring the butler.
0:31:15 > 0:31:17But they're great. They're great at their job.
0:31:17 > 0:31:19Have you got used to having a butler?
0:31:19 > 0:31:22I don't want to get used to it. It's dangerous.
0:31:22 > 0:31:24Cos you do have to go home, eventually.
0:31:26 > 0:31:29I love people, I love serving people,
0:31:29 > 0:31:33and...a great challenge, and I like challenges.
0:31:33 > 0:31:37I have a bad day now and then, like everyone else, but I think
0:31:37 > 0:31:41you know, if you are dealing with people, you have to like people.
0:31:41 > 0:31:42It's no good coming and saying, oh...
0:31:42 > 0:31:46You have to be willing to serve, you know.
0:31:46 > 0:31:47And I like serving people.
0:31:50 > 0:31:54Michael Lynch first came to work at the hotel in 1976,
0:31:54 > 0:31:57when he was 16 years old.
0:31:57 > 0:31:59I grew up in a little village in Limerick.
0:31:59 > 0:32:02Limerick is in the South West of Ireland. About 1,000 people
0:32:02 > 0:32:04and you knew everybody.
0:32:04 > 0:32:06And what is special about this suite?
0:32:08 > 0:32:09It is one of my favourite suites.
0:32:09 > 0:32:14It is very, very nice and it is very peaceful, very quiet.
0:32:14 > 0:32:16And when we have royalty in the hotel,
0:32:16 > 0:32:19they usually stay in the Royal Suite or heads of state.
0:32:19 > 0:32:20Hello. Good afternoon, ladies.
0:32:22 > 0:32:29Welcome. Welcome to the Royal Suite. Here we have the sitting room.
0:32:30 > 0:32:35It's Edwardian, it is very nice. We have a French and marble fireplace.
0:32:37 > 0:32:39Here we have a piano.
0:32:44 > 0:32:46It says here, this piano belonged
0:32:46 > 0:32:49to Richard D'Oyly Carte of Gilbert and Sullivan fame.
0:32:49 > 0:32:51I can play, but not very well.
0:32:54 > 0:32:59Who is the most famous person you have ever had to be a butler to?
0:32:59 > 0:33:02I would say probably Donatella Versace. She was wonderful.
0:33:02 > 0:33:04I loved her. She was very, very nice.
0:33:04 > 0:33:07She stayed in the penthouse, she was really sweet.
0:33:07 > 0:33:10She was all in her leathers and she could walk very straight.
0:33:10 > 0:33:13She was very sweet. She was very nice.
0:33:13 > 0:33:18And Mariah Carey, she was lovely. A very nice lady. She stayed upstairs.
0:33:18 > 0:33:20And when you are famous, you can't use your own name,
0:33:20 > 0:33:22you have to use your alias.
0:33:22 > 0:33:25You can't be Mariah Carey when you are staying at Claridge's,
0:33:25 > 0:33:26you have to be something else.
0:33:26 > 0:33:28So it is quite nice.
0:33:28 > 0:33:31Here is the dining room, here, if I can take you through.
0:33:33 > 0:33:37You can have a few meals here, it seats up to 10 to 12 people.
0:33:37 > 0:33:40Put the lights on.
0:33:40 > 0:33:42Sorry.
0:33:42 > 0:33:45And here's the bedroom here.
0:33:45 > 0:33:47Again, you have call buttons on either side, if you'd like.
0:33:47 > 0:33:49And this leads into the bathroom.
0:33:49 > 0:33:53And because Claridge's loves you, when you stay here, you don't
0:33:53 > 0:33:56have to lift your leg too high to get into the bath, it is sunken.
0:33:56 > 0:33:58And when you are in the bath, if you need a valet
0:33:58 > 0:34:01or the maid to come, there is call buttons there as well.
0:34:01 > 0:34:04Shower and everything else. Thank you very much.
0:34:10 > 0:34:14- Good morning, this is your 6.45 wake-up call.- 'Thank you so much.'
0:34:14 > 0:34:17- You're very welcome.- 'Can you tell me what the weather is today?'
0:34:17 > 0:34:20Today is going to be cloudy with some light rain in the forecast,
0:34:20 > 0:34:24and the high is going to be approximately eight Celsius
0:34:24 > 0:34:26- or 46 Fahrenheit. - 'All right, thank you so much.'
0:34:26 > 0:34:29- Do you get prank callers? - Yeah, you do sometimes.
0:34:29 > 0:34:31They were calling with what is called a soundboard, where they take
0:34:31 > 0:34:36a celebrity's voice and they splice it up into various little audio bits.
0:34:36 > 0:34:38But you get used to the ones they will call you with all the time.
0:34:38 > 0:34:41They call you with Arnold Schwarzenegger quite a lot,
0:34:41 > 0:34:42so you will pick up the phone
0:34:42 > 0:34:44and say, "Good afternoon, Claridge's, how may I help you?"
0:34:44 > 0:34:48And then you will hear, "Who is your daddy and what does he do?"
0:34:50 > 0:34:52Christie. Is Christie here?
0:34:52 > 0:34:55Tell us a little bit about the weekend in store.
0:34:55 > 0:34:58We have news about a very exciting booking that came in overnight.
0:34:58 > 0:35:01She is going to be checking into our penthouse for one month,
0:35:01 > 0:35:03starting on November 1st.
0:35:03 > 0:35:06So if we can all get to familiarise ourselves with her,
0:35:06 > 0:35:09- and there will be more details to come on that shortly.- Absolutely.
0:35:09 > 0:35:12- And Karl, you...- Can I just come in on the Jacuzzi?
0:35:12 > 0:35:17Basically, the requirement is a Jacuzzi, to put a Jacuzzi in.
0:35:17 > 0:35:19We just need to make sure it is ordered today.
0:35:19 > 0:35:20We need the room for Monday.
0:35:20 > 0:35:22Christian, make sure it is off for Monday.
0:35:22 > 0:35:24We're going to rip everything out Monday and start building Tuesday
0:35:24 > 0:35:27until the end of the week, so it is quite a lot of work.
0:35:27 > 0:35:28A lot of marble work.
0:35:28 > 0:35:32And that is it for today.
0:35:32 > 0:35:36OK, have a good day, everyone, thank you very much.
0:35:36 > 0:35:39Can you tell me a bit about the pop artist
0:35:39 > 0:35:41- who is coming? Because that is quite exciting.- It is.
0:35:41 > 0:35:44We just heard about it at 11 o'clock last night,
0:35:44 > 0:35:45so we don't know a whole lot.
0:35:45 > 0:35:47We have to now do some research,
0:35:47 > 0:35:50but she does have a crew of 35 people that she travels with.
0:35:52 > 0:35:55One of her preferences was to have a Jacuzzi.
0:35:55 > 0:35:58A Jacuzzi, but also to stay on a high floor and to stay
0:35:58 > 0:36:02in a penthouse. And our penthouse at this point doesn't have a Jacuzzi.
0:36:02 > 0:36:05But it will have one in about four days.
0:36:11 > 0:36:13Out goes the 15-year-old bath.
0:36:13 > 0:36:16In goes the Jacuzzi, surrounded by the original marble.
0:36:16 > 0:36:21- Have you done this before?- Not a Jacuzzi.- Not a Jacuzzi.- A gym.
0:36:21 > 0:36:26A real, real big gym. Actually, I have pictures of that one,
0:36:26 > 0:36:28I don't think I have ever showed you that.
0:36:34 > 0:36:35Wait.
0:36:42 > 0:36:46Ian, do you want to kick off and start through arrivals from Friday?
0:36:46 > 0:36:48The artist going into the Brook Penthouse.
0:36:48 > 0:36:51She is actually pre-registered for arrival on Saturday.
0:36:51 > 0:36:52Everyone has received the memo.
0:36:52 > 0:36:55The Claridge's team has researched their new guest
0:36:55 > 0:36:58from her stays in other hotels.
0:36:58 > 0:37:01I was just looking through e-mails, quite interesting -
0:37:01 > 0:37:04specific comments made by her team from previous stays.
0:37:04 > 0:37:09As Ian said, going to that suite without any pre-authorisation,
0:37:09 > 0:37:11without being accompanied by their staff,
0:37:11 > 0:37:15without going through the butlers can't be stressed any stronger.
0:37:15 > 0:37:18It is just imperative that nobody, for any reason,
0:37:18 > 0:37:19goes to that suite.
0:37:21 > 0:37:22Also, they had issues there,
0:37:22 > 0:37:29they had like a tap falling off, which put the whole stay
0:37:29 > 0:37:34into jeopardy. So it is obviously quite a serious thing to happen,
0:37:34 > 0:37:40but that one thing nearly lost that hotel the entire piece of business.
0:37:40 > 0:37:44We're going to look at the Jacuzzi that we have installed last week
0:37:44 > 0:37:45for our arrival on Saturday.
0:37:48 > 0:37:53- OK. Let's have a look. - Let's hope we like it.
0:37:57 > 0:37:58So, one Jacuzzi.
0:38:02 > 0:38:06- Wow.- Nice low remote control.
0:38:06 > 0:38:07OK.
0:38:08 > 0:38:10OK.
0:38:10 > 0:38:13Well, this looks very... very good.
0:38:25 > 0:38:29You see, the most important thing is that you always test everything,
0:38:29 > 0:38:33because, of course, everyone is telling you it is perfect
0:38:33 > 0:38:34and it is ready and it is installed,
0:38:34 > 0:38:39but we believe that it is only once you have seen it, it really works.
0:38:41 > 0:38:46So someone will have to sit in this Jacuzzi before she arrives.
0:38:46 > 0:38:49- You.- No! - THEY CHUCKLE
0:38:57 > 0:38:59The pop star has arrived
0:38:59 > 0:39:04and been settled into the £6,700-a-night penthouse.
0:39:06 > 0:39:10Of course, let me connect you with the foyer and reading room.
0:39:10 > 0:39:13- Thank you.- You're welcome.
0:39:13 > 0:39:14All the numbers are up here.
0:39:14 > 0:39:16I can't remember what I had for breakfast this morning,
0:39:16 > 0:39:19but I can remember all the numbers.
0:39:19 > 0:39:25- And have you had many calls from the pop artist?- Not one.
0:39:25 > 0:39:28I have not spoken to her once.
0:39:28 > 0:39:32Her manager, yes, he calls a lot, but her herself,
0:39:32 > 0:39:35no, I don't even know if she has a voice.
0:39:39 > 0:39:41- Have you seen her?- I've not.
0:39:42 > 0:39:46I think I've seen a video on YouTube, but no, not in person.
0:39:46 > 0:39:49Good afternoon, Claridge's, how may I help you?
0:39:51 > 0:39:54Have you met the pop artist who is up in the penthouse?
0:39:54 > 0:39:57- Has she been in this lift?- Yes.
0:39:57 > 0:39:59And sit over here...
0:40:01 > 0:40:05..and is very happy to be up and down in this lift.
0:40:05 > 0:40:08And does she ever say anything?
0:40:08 > 0:40:12She says good morning, good afternoon, but always is very tired,
0:40:12 > 0:40:15because she is working most of the time.
0:40:17 > 0:40:18Good evening!
0:40:22 > 0:40:24I met her twice, and she said,
0:40:24 > 0:40:28"Hello! I am going now, you can do my room."
0:40:28 > 0:40:34But this is full of luggage. Hundreds of luggage.
0:40:34 > 0:40:36What did she buy?
0:40:37 > 0:40:43She buys shoes, designer like Chanel,
0:40:43 > 0:40:47Louis Vuitton, all designer clothes.
0:40:47 > 0:40:51High heels, really sparkling shoes. She have hundreds, maybe.
0:40:55 > 0:41:01Because this room may be, I don't know, it costs a thousand a night.
0:41:02 > 0:41:06- What do you think of that? - Very, very expensive!
0:41:08 > 0:41:10This is the most expensive room in Claridge's.
0:41:13 > 0:41:18So what have you learned about rich people? Are they always happy?
0:41:21 > 0:41:27I think... What I think about rich people is they have too much money.
0:41:28 > 0:41:32- Would you like to be famous?- No!
0:41:32 > 0:41:35I think ordinary people like us
0:41:35 > 0:41:39is a better life. We can do whatever we want.
0:41:39 > 0:41:42We have liberty, but not with bodyguards.
0:41:44 > 0:41:47- Hello!- Done 737.
0:41:59 > 0:42:02Christmas season is key for the hotel.
0:42:03 > 0:42:07More is spent in its four walls than at any other time of the year.
0:42:10 > 0:42:14I think the time it takes to put these baubles on,
0:42:14 > 0:42:16it takes a very long time.
0:42:22 > 0:42:25It's such a nice time of the year, isn't it, Christmas?
0:42:25 > 0:42:30It is, when you see how it all comes together, and yes, really lovely.
0:42:40 > 0:42:43It's a piece of Claridge's tradition that every year
0:42:43 > 0:42:47the hotel has a famous designer to build its Christmas tree.
0:42:48 > 0:42:51For the past two years, this has been John Galliano,
0:42:51 > 0:42:52but not this year.
0:42:53 > 0:42:56Another French couture house has been approached.
0:42:58 > 0:43:00I don't know if you've all seen it. Here is a printout.
0:43:00 > 0:43:03This is a visual, drawn by Alber.
0:43:03 > 0:43:05Alber is the head designer for Lanvin.
0:43:05 > 0:43:09It's a completely and utterly different design from anything
0:43:09 > 0:43:12we've done before, which I think is probably a very good thing.
0:43:12 > 0:43:15Personally, I love the idea of the tree.
0:43:15 > 0:43:17I think it has something very artistic
0:43:17 > 0:43:21and it has got something very bespoke and personal.
0:43:21 > 0:43:25This is really Alber Elbaz creating a Christmas wish.
0:43:25 > 0:43:29And I can remember the attraction that the tree has been over
0:43:29 > 0:43:32the last few years and I can really see people coming in,
0:43:32 > 0:43:35and families under the tree and children just being super excited.
0:43:35 > 0:43:39That tree is obviously not just magically appearing,
0:43:39 > 0:43:42it will require some meticulous planning
0:43:42 > 0:43:45and getting ready for this to happen, but in essence,
0:43:45 > 0:43:48we have the timeframe between
0:43:48 > 0:43:52midnight and 6am, so that is only six hours.
0:43:52 > 0:43:55The tree just has to be ready, it has to be ready at six,
0:43:55 > 0:43:57the latest 6.30, lit.
0:43:57 > 0:43:59There comes a point when everybody gets tired
0:43:59 > 0:44:02and everybody gets more interested in coffees and sandwiches.
0:44:02 > 0:44:04We need to watch that.
0:44:18 > 0:44:22This is Madame and Monsieur Lanvin. Oh, mon dieu!
0:44:26 > 0:44:31- And who is this? - This is the mistress of the house.
0:44:31 > 0:44:33Oh, my goodness, look at her fingers and her jewels
0:44:33 > 0:44:35and her red ruby nail varnish.
0:44:37 > 0:44:39THEY LAUGH IN DELIGHT
0:45:16 > 0:45:17Wow! Yeah!
0:45:19 > 0:45:21Looks good. Looks great.
0:45:23 > 0:45:25Do you think I could have this suit afterwards?
0:45:38 > 0:45:39THEY CHEER AND APPLAUD
0:45:48 > 0:45:50- Are you pleased with it? - I absolutely love it.
0:45:50 > 0:45:52I am very, very pleased, yes.
0:45:52 > 0:45:53So, first of all, what you see is
0:45:53 > 0:45:55you see an amazing big Christmas tree
0:45:55 > 0:46:00and you think, wow, it's a great tree, and then you look closer
0:46:00 > 0:46:03and the first thing you probably discover is the scene around
0:46:03 > 0:46:05the tree of Mr and Mrs Lanvin
0:46:05 > 0:46:08and his mistress after the Christmas lunch.
0:46:10 > 0:46:13What do you think about the Christmas tree?
0:46:13 > 0:46:19I think it is really lovely. I love this place. It's really Art Deco.
0:46:22 > 0:46:26Are you able to say how much it cost Claridge's to put up
0:46:26 > 0:46:28all these decorations outside and inside?
0:46:31 > 0:46:36Shouldn't that be a well-kept secret? How much does magic cost?
0:46:46 > 0:46:50Jack and Norma Melchor are in their late 80s and have been coming to
0:46:50 > 0:46:53the hotel for 40 years.
0:46:53 > 0:46:54This year,
0:46:54 > 0:46:59they'll spend Christmas with their family in the Royal Suite.
0:46:59 > 0:47:01Jack sold his software company to Hewlett-Packard
0:47:01 > 0:47:06and Norma jokes she bought early shares in Google.
0:47:07 > 0:47:10Very happy, a very happy life we've had together.
0:47:10 > 0:47:12These many, many years.
0:47:12 > 0:47:13Yeah, it's been fun.
0:47:13 > 0:47:18And the times we have spent at Claridge's have been delightful.
0:47:18 > 0:47:21We always enjoy there as well.
0:47:21 > 0:47:24I see, if you hold it this way, you can read it.
0:47:27 > 0:47:33"Congratulations to Jack and Norma on their 65th wedding
0:47:33 > 0:47:37"anniversary from the entire Claridge's team."
0:47:37 > 0:47:40We know them so well. They are like family.
0:47:40 > 0:47:45Our first visit to Claridge's, to London,
0:47:45 > 0:47:48we went up to Harrods, I think.
0:47:48 > 0:47:51- Fortnum and Mason. - Fortnum and Mason.
0:47:51 > 0:47:55And saw that, and that is what we got.
0:47:57 > 0:47:59MUSIC BOX PLAYS
0:48:05 > 0:48:08We get the Royal Suite constantly now,
0:48:08 > 0:48:11so we are in there every time we go over there.
0:48:14 > 0:48:18I think excellent, caring and beautiful, that would be mine.
0:48:20 > 0:48:22You could say that about me, I won't mind.
0:48:23 > 0:48:25I think they screwed it up
0:48:25 > 0:48:27when they gave that ten-year lease to the restaurateur.
0:48:27 > 0:48:31- Oh, Ramsay.- I think they made a mistake.- Oh, that was awful.
0:48:35 > 0:48:37'OK, well, let's look at the arrivals.
0:48:38 > 0:48:41'There's one pre-registered on there today,
0:48:41 > 0:48:45'the Melchors are coming back tomorrow, so let's pay a lot'
0:48:45 > 0:48:48of attention there and prepare this, it's their Christmas Day.
0:48:48 > 0:48:51Looking forward to having them back.
0:48:51 > 0:48:53But they are staying for 16 nights,
0:48:53 > 0:48:57so it is a long stay and they are going to celebrate Christmas here.
0:48:57 > 0:49:01Make sure that everybody in your teams who has joined after
0:49:01 > 0:49:06their last stay is discreetly being introduced and pointed out to them.
0:49:06 > 0:49:10They are our most regular guests, they have been coming for 40 years
0:49:10 > 0:49:14and it is such a special stay, so they should be recognised and known.
0:49:14 > 0:49:18- They love to be introduced. - They love to be introduced, exactly.
0:49:18 > 0:49:19Good, thank you.
0:49:19 > 0:49:25OK, Mr and Mrs Melchor coming in for 16 nights, Catriona. 111.
0:49:25 > 0:49:29I need to prepare the beds for Mr and Mrs Melchor.
0:49:29 > 0:49:33And plus I need to organise some furnitures for them.
0:49:33 > 0:49:36They like a wing chair in the sitting room
0:49:36 > 0:49:37and a little table next to it.
0:49:38 > 0:49:42Anything else that we need to do? Everybody knows who the Melchors are?
0:49:42 > 0:49:43- Yes.- Good.
0:49:44 > 0:49:46And next to the connecting doors...
0:49:46 > 0:49:51The Royal Suite is being minutely prepared for the Melchors' arrival.
0:49:51 > 0:49:54A detailed guest profile document is gathered on all returning
0:49:54 > 0:49:58guests, that outlines their every preference, from how the beds are
0:49:58 > 0:50:01made up and types of pillows
0:50:01 > 0:50:04to where the furniture is placed within the room.
0:50:04 > 0:50:08This is the set-up of the pictures here, the set-up
0:50:08 > 0:50:12of the sitting room, how it looks, and the set-up of the bedroom.
0:50:18 > 0:50:20The husband has a different way of making the bed
0:50:20 > 0:50:23and then the wife has a different way as well.
0:50:23 > 0:50:30But they are like traditional people, they really love...sheets.
0:50:30 > 0:50:33For example here, bed next to the window
0:50:33 > 0:50:38is for Mrs Melchor. And we are using only two sheets and blankets.
0:50:38 > 0:50:40She don't want nothing else.
0:50:40 > 0:50:42And on the top, we're putting an eiderdown.
0:50:42 > 0:50:46It is like a duvet, but it is just on the top.
0:50:46 > 0:50:51- Caroline?- Yes.- Can we just make sure those beds are tidied up at the end?
0:50:53 > 0:50:57- Yeah? OK. See you later.- See you.
0:51:03 > 0:51:07The colours are good in here, aren't they? The reds are perfect in here.
0:51:07 > 0:51:10- This is exactly what we need, red in this room.- Yeah.- You know?
0:51:10 > 0:51:13- It really brings the gold out as well.- Is it real?
0:51:14 > 0:51:16- Of course it is real.- Is it real?
0:51:16 > 0:51:19Of course it's not.
0:51:20 > 0:51:26And typically, what does this suite cost to rent for the night?
0:51:26 > 0:51:30- This suite is £5,500. - A night?- Yeah.
0:51:31 > 0:51:33It is a lot of money, but I think you
0:51:33 > 0:51:39can quite easily spend £10,000 flying to New York for a five-hour flight...
0:51:40 > 0:51:43..so it's all become very relative.
0:51:43 > 0:51:47It is a management tradition that on her arrival,
0:51:47 > 0:51:51Mrs Melchor is handed an old set of keys to the doors of Claridge's.
0:51:51 > 0:51:55They joke that she knows the hotel better than any of the staff
0:51:55 > 0:51:58and can act as honorary night manager.
0:51:59 > 0:52:01They are always in the same place
0:52:01 > 0:52:04and they have been for a long time, because this has been
0:52:04 > 0:52:06the general manager's desk for, I think,
0:52:06 > 0:52:10probably more than 50 years.
0:52:10 > 0:52:14Does she look very pleased when she gets them?
0:52:14 > 0:52:16Yes. I mean, Mrs Melchor is
0:52:16 > 0:52:19a fantastic woman and she has a great...
0:52:19 > 0:52:23I think she has a great spirit and a great sense of humour, so you can
0:52:23 > 0:52:25actually see a twinkly eye
0:52:25 > 0:52:29when she gets these keys and as they disappear in her handbag.
0:52:32 > 0:52:36- Yes.- OK.- Do you have a key? - I have a key.- Good.
0:52:36 > 0:52:38After a day of preparation,
0:52:38 > 0:52:42Thomas checks every last detail before Mr and Mrs Melchor arrive.
0:52:44 > 0:52:50So...but Ian, let's just wait here for a moment.
0:52:53 > 0:52:57I think we should take the orchids away, because that clashes
0:52:57 > 0:53:03with the wreath. It is not the same, so we can just maybe get...
0:53:03 > 0:53:08either nothing or a fruit bowl or more traditional flowers
0:53:08 > 0:53:14or another Christmassy arrangement, but not orchids.
0:53:28 > 0:53:33So that's very nice, very traditional Christmas arrangement.
0:53:33 > 0:53:38- Pretty much.- Where will Mrs Melchor sit?- This is her seat.
0:53:38 > 0:53:43And this space is always left here for just a little coffee trolley
0:53:43 > 0:53:44in the afternoon.
0:53:44 > 0:53:49Mr Melchor. Biscuits always here
0:53:49 > 0:53:53and then here is for his iPad for his reading.
0:53:53 > 0:53:57Everything is prepared perfectly. That is how it always is
0:53:57 > 0:54:02and it always has to be like this, so it is good, all done.
0:54:02 > 0:54:05Just a few flower changes and then we're all set.
0:54:05 > 0:54:07We need to add some amenities, like the fruit,
0:54:07 > 0:54:09but, of course, they're not here yet.
0:54:09 > 0:54:11They come fresh from the kitchen.
0:54:11 > 0:54:14Do you ever wonder when their last visit will be?
0:54:17 > 0:54:20- No.- Do you think that when you see them?- No, no, no.
0:54:20 > 0:54:21Let them enjoy this visit
0:54:21 > 0:54:24and I am sure there will be many more to come.
0:54:29 > 0:54:31Michael has been serving the Melchors
0:54:31 > 0:54:33since he started working in the hotel.
0:54:34 > 0:54:36They are still coming.
0:54:36 > 0:54:40I have been here 34 years, and they have been coming longer than that.
0:54:45 > 0:54:47It is the best part of our job,
0:54:47 > 0:54:49we get lots of returning customers.
0:54:49 > 0:54:53It is lovely to see the familiar faces coming back. It is nice.
0:54:58 > 0:54:59Mr Melchor, welcome back.
0:55:02 > 0:55:07- Mrs Melchor, how are you? - So glad to be here.- Welcome back!
0:55:07 > 0:55:11- Most important thing, the keys. The keys.- Finally, someone in charge.
0:55:15 > 0:55:19- I recognise you!- I know that. Two hours from the airport.
0:55:19 > 0:55:22Two hours. God bless you.
0:55:35 > 0:55:39During their 16-day stay, the Melchors only leave the hotel twice.
0:55:43 > 0:55:45We are all creatures of habit.
0:55:45 > 0:55:47That is the great thing about butlers,
0:55:47 > 0:55:49people have breakfast and usually have the same thing.
0:55:49 > 0:55:51The Melchors, they have the same breakfast every morning.
0:55:51 > 0:55:57They have coffee for two, toast, well-done white toast, that's it,
0:55:57 > 0:56:01maybe an orange juice. Now they might have some porridge.
0:56:01 > 0:56:05- Are you amazed at how much money some people have?- Yes. Yes.
0:56:05 > 0:56:07It's amazing.
0:56:07 > 0:56:09These very difficult times,
0:56:09 > 0:56:12you get someone coming to Claridge's and paying rack rate.
0:56:12 > 0:56:19But you get used to it. It just goes over your head. Sometimes...
0:56:19 > 0:56:23Some hot, strong coffee. I'll just open it for you here.
0:56:23 > 0:56:26Frothy milk.
0:56:26 > 0:56:30A little honey. Actually, apricot. There we are.
0:56:30 > 0:56:32And for you, Mr Melchor.
0:56:32 > 0:56:35It makes it nice when you know exactly what we need, right?
0:56:35 > 0:56:39Monday's my good day, you are very lucky. Monday is my good day.
0:56:39 > 0:56:41- You got your morning papers all right?- Yes.
0:56:41 > 0:56:44- I read almost half already. - You've read them already.
0:56:44 > 0:56:47- The good butler is not here. - No, you're stuck with me today.
0:56:47 > 0:56:49But I'm off for the next three days,
0:56:49 > 0:56:51so you'll have the good butler tomorrow.
0:56:51 > 0:56:54- Have you ever got jealous or envious of them?- Never.
0:56:54 > 0:56:58Never, ever. Why would I get jealous?
0:56:58 > 0:57:02No, I think more power to them. They have probably worked
0:57:02 > 0:57:07very hard for their money. No, I've never been jealous of our guests.
0:57:07 > 0:57:09Thank you very much.
0:57:20 > 0:57:23In very, very simple terms, every time someone visits,
0:57:23 > 0:57:28you need to create a reason to visit again, so there needs to be
0:57:28 > 0:57:33at least one memory that will encourage another visit.
0:57:35 > 0:57:43And to create loyalty and to create that...emotion or that association
0:57:43 > 0:57:47with the hotel that will make this person turn into a regular guest.
0:58:09 > 0:58:11My late mother would always say,
0:58:11 > 0:58:14"Don't do half things. Give 100% or else don't do it."
0:58:14 > 0:58:18I think that's a very good outlook on life. Don't do half measures.
0:58:18 > 0:58:23I just want to be happy. Life is very short. We are only passing through.
0:58:46 > 0:58:49Subtitles by Red Bee Media Ltd