0:00:02 > 0:00:05This is Belfast's Merchant Hotel,
0:00:05 > 0:00:08a haven of high-end hospitality.
0:00:10 > 0:00:12But behind this five-star facade
0:00:12 > 0:00:17bespoke fixtures and furnishings mask a world of drama...
0:00:17 > 0:00:22You see, I'm sorry, but I just think that's just total overkill.
0:00:22 > 0:00:23..decadence...
0:00:23 > 0:00:25The girls in the back office took an order yesterday
0:00:25 > 0:00:27for £5,000.
0:00:27 > 0:00:30Lucky people getting those vouchers for Christmas.
0:00:30 > 0:00:32..and attention to detail.
0:00:32 > 0:00:34Is the lighting checked? Is the heating checked?
0:00:34 > 0:00:37- Is everything checked? - Everything.- Perfect, thank you.
0:00:37 > 0:00:39It's the countdown to Christmas and the staff
0:00:39 > 0:00:41have to pull out all the stops
0:00:41 > 0:00:43to guarantee a five-star festive season.
0:00:45 > 0:00:48Between you and me, there are people at Christmas...
0:00:48 > 0:00:50You know, the person that comes out once a year,
0:00:50 > 0:00:53drinks an egg flip and goes bananas.
0:00:54 > 0:00:58The Christmas season starts with the arrival of the Christmas tree
0:00:58 > 0:01:01and that's really just the start of the magical time.
0:01:01 > 0:01:04You get people dressed as reindeers,
0:01:04 > 0:01:06you get people dressed as Santa Claus,
0:01:06 > 0:01:09and we explain as tactfully as we can
0:01:09 > 0:01:12that, you know, maybe they should try somewhere else.
0:01:19 > 0:01:22It's November, the month that kicks off the hotel's
0:01:22 > 0:01:26busiest and most profitable period.
0:01:26 > 0:01:29Christmas in the Merchant is not only a very important time
0:01:29 > 0:01:32of the year for us financially,
0:01:32 > 0:01:36but it's also a really important time of the year for us to show off.
0:01:38 > 0:01:40I remember our first year.
0:01:40 > 0:01:41We hadn't got enough people
0:01:41 > 0:01:44to give it a real atmosphere, so we let all the staff
0:01:44 > 0:01:46bring their family members.
0:01:47 > 0:01:51It wasn't on people's radar just yet.
0:01:51 > 0:01:54Ten years later and it is extraordinary.
0:01:54 > 0:01:58We start getting enquiries for Christmas in June.
0:01:58 > 0:02:00The decorations can't be the same as last year,
0:02:00 > 0:02:02they can't be the same as anybody else.
0:02:02 > 0:02:04There's a lot of time and effort goes in to delivering
0:02:04 > 0:02:06what people want from us.
0:02:06 > 0:02:10After 12 months of planning, expectations are high.
0:02:10 > 0:02:13Any festive garlands must enhance and complement the hotel's
0:02:13 > 0:02:19grand decor and the Christmas tree must be Northern Ireland's finest.
0:02:20 > 0:02:24Every single year we have to put a lot of time and effort into getting
0:02:24 > 0:02:26the perfect tree to make sure it looks perfect in the corner
0:02:26 > 0:02:27of the perfect Great Room
0:02:27 > 0:02:30and just make sure that everyone coming in isn't disappointed.
0:02:30 > 0:02:33The tree is not just any old tree thrown up there.
0:02:33 > 0:02:36So now the general manager will go along
0:02:36 > 0:02:38and choose a tree and he'll spend
0:02:38 > 0:02:41considerable time looking at exactly the right tree.
0:02:41 > 0:02:44It's got to look right, it's got to be special.
0:02:45 > 0:02:47The only other tree I think that has around the same size
0:02:47 > 0:02:49as ourselves would be Stormont,
0:02:49 > 0:02:52so there's usually a bit of a race on to see who can get
0:02:52 > 0:02:55to the garden centre first to try and pick the best tree.
0:02:55 > 0:02:58So hopefully... We're early enough in November now,
0:02:58 > 0:03:00so hopefully we'll try and win that race.
0:03:02 > 0:03:05That's the one we'd earmarked for you, which is 20 foot.
0:03:05 > 0:03:08- 20?- 20 foot.
0:03:08 > 0:03:10That's big enough for you, definitely is.
0:03:10 > 0:03:12- How much...? How tall is that one? - That one's sold.
0:03:12 > 0:03:14Ach, who to?
0:03:14 > 0:03:17So there you are, so you've a choice of one, two or three.
0:03:17 > 0:03:18I'm getting confused now.
0:03:18 > 0:03:20I didn't think I'd have as many to choose from.
0:03:20 > 0:03:24This is more difficult than I'd thought. I think I like that one...
0:03:24 > 0:03:27or that one...
0:03:27 > 0:03:29and that one's not bad.
0:03:29 > 0:03:30I kind of like them all.
0:03:30 > 0:03:33I would pick the easier one to decorate but I'm
0:03:33 > 0:03:35- not the one that's decorating it. - Neither am I!
0:03:35 > 0:03:37Why do you think this one will be easier to decorate?
0:03:37 > 0:03:40That's a much, you know... slender shape.
0:03:40 > 0:03:42When you say slender I just hear small.
0:03:42 > 0:03:45No, just slender. Nope.
0:03:47 > 0:03:50I think...
0:03:50 > 0:03:52I think probably that... that one.
0:03:56 > 0:03:58Or that one.
0:03:58 > 0:04:02General manager Gavin is discovering that forestry may not be his forte.
0:04:02 > 0:04:08This is embarrassing. I didn't think tree shopping could be so dangerous.
0:04:08 > 0:04:10- Yeah.- All right?
0:04:10 > 0:04:11- That's our tree.- That's the one.
0:04:15 > 0:04:19The accommodation staff are under a different type of pressure.
0:04:19 > 0:04:21The busy period brings its own problems
0:04:21 > 0:04:24and makes it tough to maintain that five-star service.
0:04:25 > 0:04:28Christmas brings a lot of extra footfall.
0:04:28 > 0:04:31We historically have people who check out that bit later,
0:04:31 > 0:04:33we have people who are then arriving early
0:04:33 > 0:04:36because they're going out, they're going shopping.
0:04:36 > 0:04:40So they're absolutely putting us under pressure to get in the door.
0:04:40 > 0:04:41Under the shower...
0:04:41 > 0:04:44And there's another issue, which isn't helping.
0:04:44 > 0:04:45On the shower door.
0:04:45 > 0:04:49I am on the final wind-down of the very long goodbye
0:04:49 > 0:04:52I've had out from my job to go on maternity leave.
0:04:52 > 0:04:55Let me fix these belts on the robes.
0:04:55 > 0:04:58Apparently I have to learn how to rest and how to sit at home
0:04:58 > 0:05:01and do all that sort of thing, to get ready obviously
0:05:01 > 0:05:03for the baby arriving.
0:05:03 > 0:05:05With Eve about to go on leave,
0:05:05 > 0:05:08Alice and Joanna will be taking on the management of the department.
0:05:08 > 0:05:12We're just going to run through a few things that they need to
0:05:12 > 0:05:14look after while I'm not here.
0:05:14 > 0:05:16I'll really miss her as a colleague and as a friend
0:05:16 > 0:05:18but, as you say, she's not going to be too far away...
0:05:18 > 0:05:20and I know where she lives.
0:05:20 > 0:05:22- Oh, dear! - It's going to be a busy, busy time.
0:05:22 > 0:05:26It will be stressful, especially without Eve, but we'll do our best.
0:05:28 > 0:05:29SHE CHEERS
0:05:29 > 0:05:32These amaryllis are absolutely beautiful.
0:05:32 > 0:05:34They're big and dramatic.
0:05:34 > 0:05:37Event designer Rachael has been given the mammoth task
0:05:37 > 0:05:39of decorating the hotel.
0:05:39 > 0:05:42These are gorgeous. I think we might use these in the nightclub.
0:05:42 > 0:05:45I bought these last year and there's a gold version.
0:05:45 > 0:05:47So it's all very rich, very Merchant.
0:05:47 > 0:05:48French horn, cornet.
0:05:48 > 0:05:51A little nutcracker, carousel horse.
0:05:51 > 0:05:53I'm a lunatic.
0:05:53 > 0:05:56Great, the Christmas pressure must be getting to Rachael.
0:05:57 > 0:05:59The theme in the Merchant is always very elegant
0:05:59 > 0:06:03and we always try and dress it as organically as possible.
0:06:03 > 0:06:07I do spend a lot of money on decorations, because if you don't
0:06:07 > 0:06:10I think they can look quite cheap and shiny
0:06:10 > 0:06:12and the Merchant cannot look cheap and shiny.
0:06:12 > 0:06:14It has to look perfect.
0:06:15 > 0:06:20Rachael has to deliver a fresh look every Christmas and this year
0:06:20 > 0:06:23she's come up with something rather unusual.
0:06:24 > 0:06:28You're always looking for something special and the big tree is
0:06:28 > 0:06:31very much the focus, it's the most important thing in the Merchant,
0:06:31 > 0:06:34so when I saw this chap I thought, "Oh, perfect.
0:06:34 > 0:06:37"We'll have 48 of these, please."
0:06:37 > 0:06:41I'll just set him in the branches and, to be honest, he should...
0:06:41 > 0:06:44They should be relatively safe because they'll be so high up.
0:06:44 > 0:06:47But they're gorgeous.
0:06:47 > 0:06:49Hopefully the hotel will be happy
0:06:49 > 0:06:52with Rachael's festive feathered friends.
0:06:56 > 0:06:58Good afternoon. Christmas desk, Micheal speaking.
0:06:58 > 0:06:59How may I help you?
0:06:59 > 0:07:02There's no time for swanning around for Micheal,
0:07:02 > 0:07:04the hotel's Christmas coordinator,
0:07:04 > 0:07:07as the festive phone calls keep coming.
0:07:07 > 0:07:10We've been working in the Christmas department for just over two months.
0:07:10 > 0:07:12Our role really is to be a Christmas host
0:07:12 > 0:07:14and we will be the point of contact for any of the guests
0:07:14 > 0:07:17wishing to make a reservation in any of the restaurants
0:07:17 > 0:07:20or for some of the private festive banquets that we have as well throughout the year.
0:07:20 > 0:07:24So we can go for the 12.30. May I take your name, please, for the reservation?
0:07:24 > 0:07:25I love Christmas on a personal level
0:07:25 > 0:07:28but Christmas at the Merchant Hotel is completely...
0:07:28 > 0:07:29It's just magic.
0:07:29 > 0:07:31The hotel really comes alive in December. There's a buzz.
0:07:31 > 0:07:34No matter what time of the month you walk down the corridor,
0:07:34 > 0:07:35there's always the decorations
0:07:35 > 0:07:38and people are excited to be here as well. It's a lovely feeling.
0:07:38 > 0:07:41How many guests will be in the party on that date? 14.
0:07:41 > 0:07:44Hundreds of calls daily keep Micheal on his toes,
0:07:44 > 0:07:47and everyone has a Christmas wish.
0:07:47 > 0:07:48Thank you very much. Bye-bye.
0:07:50 > 0:07:53'We are dealing with so many calls, the high volume of calls,
0:07:53 > 0:07:56'and each call has to be treated totally individually.
0:07:56 > 0:07:58'With that person you have to talk to them like that's the only person
0:07:58 > 0:08:00'you've ever talked to.'
0:08:00 > 0:08:03It's just over a week away, Christine. How has time flown?!
0:08:03 > 0:08:07All right, thank you very much. Thank you. Bye-bye.
0:08:11 > 0:08:15Belfast's biggest decorating extravaganza has begun.
0:08:15 > 0:08:19Rachael and her team have just three days to decorate the entire hotel.
0:08:19 > 0:08:21I have a bit to do today.
0:08:21 > 0:08:23I'm trying to stay calm but inside I'm going...
0:08:23 > 0:08:25SHE SCREAMS
0:08:25 > 0:08:28The men from maintenance help Rachael right any wrongs -
0:08:28 > 0:08:31wreath wrongs, that is.
0:08:31 > 0:08:33It's definitely the top of that one. Where's your top hook?
0:08:33 > 0:08:36- So where's 12 o'clock?- Oh, sorry. - Definitely.
0:08:36 > 0:08:38You see... Oh, God. See, this is worrying.
0:08:38 > 0:08:41So this bow is in the wrong position. Oh, zoiks!
0:08:41 > 0:08:43It's really important to get...
0:08:43 > 0:08:46to find the centre of the wreaths, because
0:08:46 > 0:08:48we decorate them before they hoist them,
0:08:48 > 0:08:50and if we haven't got 12 o'clock absolutely right,
0:08:50 > 0:08:53the bows could well be hanging half-mast
0:08:53 > 0:08:56or one or two o'clock, and that looks awful.
0:08:56 > 0:09:00Yeah, Ricky, the top one's OK, but this left-hand side,
0:09:00 > 0:09:04I think you're going to have to roll it towards me a bit and
0:09:04 > 0:09:06over about three inches.
0:09:06 > 0:09:08Just half an inch over.
0:09:08 > 0:09:10Ricky, it's a bit low.
0:09:10 > 0:09:12The bow needs to come up higher.
0:09:12 > 0:09:14That looks brilliant. Just don't move.
0:09:14 > 0:09:16I can see a few bald patches.
0:09:16 > 0:09:18I won't let him down the ladder until it's perfect.
0:09:18 > 0:09:20Ricky, slightly fluff it up.
0:09:20 > 0:09:23Just where your head is now, fluff it up just above that.
0:09:23 > 0:09:25It's just above that Champagne bauble.
0:09:25 > 0:09:28Just up from there. Fluff out there and in behind it at the side.
0:09:28 > 0:09:30That's it. Move your hand up a bit.
0:09:32 > 0:09:34Down a bit.
0:09:34 > 0:09:37Now towards the front, right, come back a little bit.
0:09:37 > 0:09:39So... There.
0:09:39 > 0:09:42I mean, to be honest, there are a few other holes, to me, but...
0:09:44 > 0:09:45..I think I'll...
0:09:45 > 0:09:47I'll leave it at that.
0:09:47 > 0:09:49Actually, there is one more thing.
0:09:49 > 0:09:51Ricky...?
0:09:53 > 0:09:57With Ricky released, it's time for Operation Tree.
0:09:57 > 0:10:00A Christmas challenge made even more tricky
0:10:00 > 0:10:02by the hotel's revolving doors.
0:10:03 > 0:10:06What we've got to do is try and get it through this here...
0:10:06 > 0:10:09double doors. We'll have to then slide the revolving doors over
0:10:09 > 0:10:12and try and squeeze the tree in through there
0:10:12 > 0:10:14and then get it up into place.
0:10:14 > 0:10:17Once it's up in place it's fine, but it's just that worry
0:10:17 > 0:10:22of getting it up in place so it doesn't fall on us.
0:10:22 > 0:10:25OK, slowly up the steps now, all right?
0:10:25 > 0:10:27We're getting the weight down here now.
0:10:27 > 0:10:28All right, lift it a bit. Are you ready?
0:10:28 > 0:10:31I think it's going to be too awkward.
0:10:31 > 0:10:33OK, right. Right, hold on.
0:10:33 > 0:10:35Jim, come on, jump in there.
0:10:35 > 0:10:37Now, this is the hard part - through the doors.
0:10:37 > 0:10:40Keep going, can you?
0:10:40 > 0:10:42All right, we need to get it right round.
0:10:42 > 0:10:44No, hold on.
0:10:44 > 0:10:46No... Whoa, whoa, whoa!
0:10:46 > 0:10:49Right, are you ready?
0:10:49 > 0:10:51There we go.
0:10:51 > 0:10:53See that side? Do the same with that side.
0:10:53 > 0:10:56See at the top? OK, try it now. That's you. Nice and gentle.
0:10:56 > 0:10:59All right, go on the inside.
0:10:59 > 0:11:01With Operation Tree successfully completed,
0:11:01 > 0:11:04Peter and his task force now tackle the giant Christmas wreaths
0:11:04 > 0:11:06which grace the Great Room's ceiling,
0:11:06 > 0:11:09a mere 48 feet above them.
0:11:10 > 0:11:12Follow it up, just drop the rope down.
0:11:12 > 0:11:14Guy who's up there will haul it up
0:11:14 > 0:11:17and then we have a ready-fitted wire up above
0:11:17 > 0:11:20to attach it to, and then we have wired-in power.
0:11:20 > 0:11:23We'll just leave it up there... A wee socket for it for Christmas,
0:11:23 > 0:11:24which was done there.
0:11:24 > 0:11:26So it's just a matter of getting it up into place,
0:11:26 > 0:11:29running the cable across and plugging it into the light.
0:11:29 > 0:11:31- Have you got it?- Yep. - It's all yours.
0:11:31 > 0:11:33We always lose a few baubles on the way up.
0:11:33 > 0:11:35That's you there, OK? That'll do.
0:11:35 > 0:11:38Lovely. What way is that one going across?
0:11:38 > 0:11:40Have you got it? Go ahead.
0:11:40 > 0:11:42Wait until I see if you're in the middle now. The bows...
0:11:42 > 0:11:45It's a bit lopsided. Twist it back up again.
0:11:45 > 0:11:48That's us finished now, with the five wreaths up,
0:11:48 > 0:11:50with the tree up, bolted into place,
0:11:50 > 0:11:53until we've to take it down in early January.
0:11:57 > 0:11:59It's a testing time too for the kitchens,
0:11:59 > 0:12:04as they must magic up magnificent menus of five-star festive fare.
0:12:04 > 0:12:06It's going to be very busy over
0:12:06 > 0:12:07the next few weeks for us,
0:12:07 > 0:12:09so preparation is very key.
0:12:09 > 0:12:11Before it's launched, the staff taste each course
0:12:11 > 0:12:14so they can explain to guests exactly what they're eating.
0:12:14 > 0:12:16That's the scallops ready to go.
0:12:16 > 0:12:19Serve them with pied bleu mushroom, a little bit of carrot puree
0:12:19 > 0:12:21and chestnut jus.
0:12:26 > 0:12:29That's where the confidence comes of tasting a dish.
0:12:29 > 0:12:33You look at a dish now and you can relate to it straight away.
0:12:33 > 0:12:36My worry is people look at that and don't know what it is.
0:12:36 > 0:12:39They might rule it out straightaway because there's an unknown element to it.
0:12:39 > 0:12:41I think maybe if it just said pied bleu mushroom...
0:12:41 > 0:12:42People should know to expect a mushroom
0:12:42 > 0:12:45because the guys aren't going to be able to get around all 20 people
0:12:45 > 0:12:47in that party to explain one particular dish to them.
0:12:47 > 0:12:48Yous all know the swans.
0:12:48 > 0:12:50If yous didn't know the swans by now...
0:12:50 > 0:12:52It's our top seller in the Merchant.
0:12:52 > 0:12:55On the profiterole swans, is there a standard way that you want
0:12:55 > 0:12:57the staff, the guys, to pour the sauce?
0:12:57 > 0:12:59It depends on the guy. Some guys drizzle it
0:12:59 > 0:13:01or sometimes the customer just says, "Put it on the side."
0:13:01 > 0:13:03Can we get a standard way to do it?
0:13:03 > 0:13:04I would rather have...
0:13:04 > 0:13:06If it's just poured on one spot, leave it,
0:13:06 > 0:13:09and if there's some left they can add their own.
0:13:19 > 0:13:22It's time to trim the tree.
0:13:22 > 0:13:24Rachael and her team of elves must vanish
0:13:24 > 0:13:27before the first guest descends for breakfast.
0:13:27 > 0:13:31I think it will take us roughly five hours from start to finish.
0:13:31 > 0:13:33That's if everything goes well.
0:13:35 > 0:13:37We did have one tree one year that
0:13:37 > 0:13:39definitely didn't pass muster
0:13:39 > 0:13:41and it didn't get to stay.
0:13:41 > 0:13:42I didn't like the tree
0:13:42 > 0:13:46and I didn't like the decor so I asked them to start again.
0:13:46 > 0:13:49People do expect perfection from us.
0:13:49 > 0:13:53It's a fair bit of pressure for the company that do the decorations for us as well.
0:13:53 > 0:13:56Look at these puppies!
0:13:56 > 0:13:58If they're disappointed that's absolute...
0:13:58 > 0:14:01That's just awful for me. I couldn't bear it.
0:14:01 > 0:14:04- I really couldn't bear it. - Oh, yeah.
0:14:07 > 0:14:11- Good.- So we're going to try and get them sitting on the branch
0:14:11 > 0:14:14so they're not just sort of swimming in...
0:14:14 > 0:14:16in air, but we'll obviously just see what it looks like
0:14:16 > 0:14:18when we put them on.
0:14:18 > 0:14:19- A swan perched on a branch?- Yup.
0:14:21 > 0:14:23OK.
0:14:23 > 0:14:27Rachael always has a number of good ideas and I reserve my judgment
0:14:27 > 0:14:29until I see them in place.
0:14:29 > 0:14:33So... They're nice, they're different.
0:14:33 > 0:14:37Our swans floating on branches above the Merchant Christmas tree
0:14:37 > 0:14:40will be the talking point, I'm sure, for this year.
0:14:40 > 0:14:43I am relieved that Gavin likes my swans.
0:14:43 > 0:14:44Yeah, I'm very relieved!
0:14:46 > 0:14:50But for now the swans are the least of Rachael's worries.
0:14:50 > 0:14:51Oh, I don't like the sound of that.
0:14:51 > 0:14:54What's up? So how short are we at the minute?
0:14:54 > 0:14:56- It's about...- Three branches.
0:14:56 > 0:14:59- Three... Three turns.- Yeah. - SHE SIGHS
0:15:09 > 0:15:11The problem is, the boys have put the lights on beautifully
0:15:11 > 0:15:13and they've put them in a bit deeper into the tree
0:15:13 > 0:15:16but actually we've now run out of lights.
0:15:16 > 0:15:18I know we couldn't put on a different set
0:15:18 > 0:15:20with the bulbs not being the same.
0:15:20 > 0:15:22It just would not...
0:15:22 > 0:15:25The only thing to do is then just to sort of...
0:15:25 > 0:15:27- Take if up a wee bit.- Yeah.
0:15:27 > 0:15:30I think the decision is just to pull it up a bit,
0:15:30 > 0:15:32because if we strip it out of another tree,
0:15:32 > 0:15:34we've got the same problem with that tree.
0:15:34 > 0:15:36It's not rocket science really.
0:15:36 > 0:15:39We are just lowly Christmas decorators.
0:15:48 > 0:15:51It's breakfast time and there's not a trace of an elf.
0:15:51 > 0:15:55They've left behind a stunning swan-festooned fir
0:15:55 > 0:15:59in a wreath-wrapped room fitting for a first-rate festive season,
0:15:59 > 0:16:02but it's only Christmas when managing director Bill
0:16:02 > 0:16:06and wife Petra grant their seasonal seal of approval.
0:16:06 > 0:16:08I'm just...delighted.
0:16:08 > 0:16:13You wouldn't believe how many kids come in and climb under that tree.
0:16:13 > 0:16:15- So it's, you know... - It's got the wow factor,
0:16:15 > 0:16:17which is what you want when you walk through the door,
0:16:17 > 0:16:19- you want people to stop and... - SHE GASPS
0:16:19 > 0:16:21It's not just a tree.
0:16:21 > 0:16:23Like everything to do with this hotel,
0:16:23 > 0:16:27there's an awful lot of attention paid to the detail.
0:16:27 > 0:16:29Yeah, absolutely. Oh, yes.
0:16:29 > 0:16:32While Bill and Petra seem happy,
0:16:32 > 0:16:36general manager Gavin is just not as easily pleased.
0:16:37 > 0:16:40I do think this would be an issue, though.
0:16:41 > 0:16:44I think just because the branches seem very long on the tree
0:16:44 > 0:16:47but they're not overly strong and I think already you can see...
0:16:47 > 0:16:50We can take off the heavy decorations.
0:16:50 > 0:16:52There's always a few things.
0:16:52 > 0:16:55You know, Rachael's great that she tries...
0:16:55 > 0:16:58just tries different styles and different designs
0:16:58 > 0:17:00and some work and some... don't work so much.
0:17:00 > 0:17:03Are they all a bit...?
0:17:03 > 0:17:04It depends which way you look at it.
0:17:04 > 0:17:07- That one definitely needs moved over.- Yeah.
0:17:10 > 0:17:13We did that last year, sure we didn't, Rachael?
0:17:13 > 0:17:15Did we have a wreath there?
0:17:16 > 0:17:19And this is a different tree. OK.
0:17:19 > 0:17:22I maybe preferred the tree we had last year.
0:17:24 > 0:17:26Bert's is not a hard one to decorate.
0:17:26 > 0:17:29I'm always anxious because it's the end of the week,
0:17:29 > 0:17:32we're all absolutely exhausted.
0:17:32 > 0:17:34So no chance you can really...?
0:17:34 > 0:17:37I've just noticed the symmetry of this one is not quite right.
0:17:37 > 0:17:39That needs to move.
0:17:39 > 0:17:41Are you bothered with the symmetry of these as well?
0:17:41 > 0:17:43Well, no, I wasn't, actually. That's asymmetric.
0:17:43 > 0:17:46So you have your symmetry and then you've got a little...
0:17:46 > 0:17:48- Ditch the red one, so there's three. - Do you not like the red one?
0:17:48 > 0:17:51- And then is that one sort of centred in with the...?- Yes.
0:17:51 > 0:17:53If you don't mind.
0:17:53 > 0:17:55I don't think I'm OCD but I do like symmetry
0:17:55 > 0:17:59and Rachael was trying with this asymmetry, which I don't understand at all.
0:17:59 > 0:18:01So I think there's a reason why things should be
0:18:01 > 0:18:03in a certain place in a certain way
0:18:03 > 0:18:05and that's maybe just a pet thing of mine.
0:18:05 > 0:18:07And this one is symmetrical. There are no quirks.
0:18:07 > 0:18:11You haven't followed through your theme of having one in the centre.
0:18:11 > 0:18:12No.
0:18:14 > 0:18:17- I've got my little elves on your symmetrical mantelpieces.- Good.
0:18:17 > 0:18:19- So it's happening as we speak. - Good, symmetrical elves...
0:18:19 > 0:18:22- Yes, symmetrical elves. - ..what every hotel needs.
0:18:22 > 0:18:26'I'm mightily relieved when Gavin says he likes it, obviously,'
0:18:26 > 0:18:29but then I'll be back on Monday to go through my snagging list
0:18:29 > 0:18:32and fix everything that Gavin's pointed out.
0:18:32 > 0:18:35I'm a very happy, old elf now.
0:18:41 > 0:18:44With a sparkling festive season in full swing,
0:18:44 > 0:18:46the team must now deliver elegance with ease.
0:18:46 > 0:18:49But there's trouble brewing upstairs.
0:18:49 > 0:18:52Eve, the executive housekeeper, has called an emergency meeting.
0:18:52 > 0:18:56What doesn't go unnoticed - some people are calling in sick on us
0:18:56 > 0:18:58and obviously letting the team down.
0:18:58 > 0:19:01I know people get sick but it's beginning to be a pattern here.
0:19:01 > 0:19:03If you've maybe perhaps, I don't know,
0:19:03 > 0:19:05been out on a Friday night or whatever and you don't feel
0:19:05 > 0:19:08100% for work, please think twice about it,
0:19:08 > 0:19:10because you're letting your colleagues down,
0:19:10 > 0:19:15and now today we had all our rooms covered and someone has let us down
0:19:15 > 0:19:18last-minute, which then puts the whole team under pressure.
0:19:18 > 0:19:21Unfortunately, one of the room attendants has called in sick today,
0:19:21 > 0:19:26so her work has had to be given out to everyone else in the team.
0:19:26 > 0:19:29I've also had to put one of my supervisors on rooms as well,
0:19:29 > 0:19:33which is not ideal because I could really do with them being present
0:19:33 > 0:19:35in the public areas and being around.
0:19:39 > 0:19:42Downstairs a VIP event needs precision planning.
0:19:43 > 0:19:46A very important lunch today.
0:19:46 > 0:19:49It's the annual Christmas lunch
0:19:49 > 0:19:51of the managing director
0:19:51 > 0:19:52of the company.
0:19:52 > 0:19:56It's an irreverent look at people I do business with.
0:19:58 > 0:20:00I get invited to a lot of Christmas lunches
0:20:00 > 0:20:04and I tend to avoid them because they're all of a corporate feel.
0:20:04 > 0:20:06This is definitely not corporate
0:20:06 > 0:20:09and we have some people from the arts
0:20:09 > 0:20:12who I've got to know, and friends.
0:20:12 > 0:20:16It is just for fun but I like that...if you can get the arts and the business
0:20:16 > 0:20:19together and they can...maybe a bit of sponsorship goes on.
0:20:19 > 0:20:21The arts are under big pressure at the moment.
0:20:24 > 0:20:27He just gets the same menu as everybody else.
0:20:27 > 0:20:29There's no difference for Bill.
0:20:29 > 0:20:31He likes to be treated
0:20:31 > 0:20:32the same as everyone else.
0:20:32 > 0:20:34He does like his seafood.
0:20:34 > 0:20:35So he'll definitely order the scallops
0:20:35 > 0:20:38and then he'll go for a ribeye, medium-rare.
0:20:40 > 0:20:43It's all the top end of the industry
0:20:43 > 0:20:46and really it's an opportunity for us to showcase
0:20:46 > 0:20:49what we do and how we do it.
0:20:49 > 0:20:52So every detail is extremely important.
0:20:52 > 0:20:55We always must check the table, the cutlery,
0:20:55 > 0:21:00the glassware, the room, the lights, the temperature of the room,
0:21:00 > 0:21:03the music level has to be perfect.
0:21:03 > 0:21:05What do you think?
0:21:07 > 0:21:12Operations manager Ashutosh is at the centre of Christmas.
0:21:12 > 0:21:14Today he's overseeing two festive banquets
0:21:14 > 0:21:17and several private dining celebrations.
0:21:17 > 0:21:19I'm overlooking all the events personally,
0:21:19 > 0:21:23going and saying hello to all the clients on arrival,
0:21:23 > 0:21:25meeting and greeting them and making sure they're happy.
0:21:25 > 0:21:28At the end I'll be checking with them as well,
0:21:28 > 0:21:30that how did everything go.
0:21:30 > 0:21:32Come on, uniform all right, name badges?
0:21:32 > 0:21:35Come on, face me, face me, face me, face me, face me.
0:21:35 > 0:21:39Please, yes. OK. Name badge perfect, socks, shoes...
0:21:39 > 0:21:41Everybody has a pen and notepad and all that there?
0:21:41 > 0:21:44Bottle opener, wine opener all ready? Perfect.
0:21:44 > 0:21:46They're coming at 1.30.
0:21:46 > 0:21:49They're going to be here until 6.30.
0:21:49 > 0:21:53We've only an hour and 45 minutes to do the turnaround for 155 people.
0:21:53 > 0:21:55Any questions, ask me now.
0:21:55 > 0:21:57Don't look confused on the floor, guys.
0:21:57 > 0:21:58Yes?
0:22:01 > 0:22:03As well as a tight turnaround between events,
0:22:03 > 0:22:06Ashutosh has to make sure that everything is absolutely perfect
0:22:06 > 0:22:09for his discerning guests.
0:22:09 > 0:22:13I don't like those cups and saucers there. Right.
0:22:13 > 0:22:15Exciting times.
0:22:15 > 0:22:18Two minutes, please. Just two minutes.
0:22:18 > 0:22:21That's what we want. Check.
0:22:21 > 0:22:23That's too loud.
0:22:23 > 0:22:26# Are the clanging chimes of doom... #
0:22:26 > 0:22:27Let me know when...
0:22:27 > 0:22:30Although the team are tired after a late night,
0:22:30 > 0:22:33Ashutosh has total confidence in them.
0:22:33 > 0:22:35Last night I was here till three o'clock
0:22:35 > 0:22:37and the lady said, "Look, I want to pay
0:22:37 > 0:22:39"another extra £200 to all the staff."
0:22:39 > 0:22:42So happiness matters but money as well.
0:22:44 > 0:22:46- All happy? Everybody doing OK? - Absolutely.
0:22:46 > 0:22:48- Brilliant, brilliant. - INTERVIEWER:- Are you happy?
0:22:48 > 0:22:51- I am always happy. - LAUGHTER
0:22:52 > 0:22:56The housekeeping team are far from happy.
0:22:56 > 0:22:59The clock is ticking on their final inspection before check-in time.
0:22:59 > 0:23:02So if you could do in the bathroom for me there, please.
0:23:02 > 0:23:03- Do you want to do the wardrobe?- Yes.
0:23:03 > 0:23:05We'll get this back as quickly as possible.
0:23:05 > 0:23:07I think the guest has arrived for this one,
0:23:07 > 0:23:09so we want to get them in.
0:23:10 > 0:23:12Just to let you know, 326 is ready for you.
0:23:12 > 0:23:14This is an arrival. It's the junior suite
0:23:14 > 0:23:16so we need to get this one back quickly,
0:23:16 > 0:23:18because it's not like you can swap it round with any other room.
0:23:18 > 0:23:20Everything gets thoroughly checked.
0:23:20 > 0:23:23That's why there's three of us, we can get through them quicker.
0:23:23 > 0:23:25Everybody takes their own little section of the room.
0:23:25 > 0:23:26Happy guests, that's what we want.
0:23:26 > 0:23:28I want this room back as soon as possible.
0:23:28 > 0:23:31I don't want someone waiting with children to get into a room.
0:23:31 > 0:23:33If you two girls want to go to 208 and I'll go to 212.
0:23:33 > 0:23:35It's nonstop at this time of the day.
0:23:35 > 0:23:38Nearly done? Five minutes? Ten minutes? 15 minutes?
0:23:38 > 0:23:41Five minutes and this will be ready to go for you. We're just checking.
0:23:41 > 0:23:43The last thing they clean is the bathroom floor on
0:23:43 > 0:23:45their way out so I don't want to be leaving my dirty footprints on the
0:23:45 > 0:23:47bathroom floor in case a guest comes in and thinks
0:23:47 > 0:23:49it hasn't been cleaned properly.
0:23:49 > 0:23:51Oh, dear. That safe's not opening.
0:23:51 > 0:23:53I'll have to phone maintenance to get that done.
0:23:53 > 0:23:55The safe in 225 isn't opening.
0:23:55 > 0:23:58Quick as you can, because we've guests waiting to get into it.
0:23:58 > 0:24:01Get out as quickly as possible. No time for lifts, just stairs all the way.
0:24:01 > 0:24:04Come on, Deirdre, faster, faster. We're like whippets.
0:24:07 > 0:24:10There's a lot of hiding places in these Victorian rooms.
0:24:10 > 0:24:13Nothing's made for vertically challenged people
0:24:13 > 0:24:15but we just have to get on with it.
0:24:15 > 0:24:19- That's us finished. All rooms back. - INTERVIEWER:- Oh, really?
0:24:19 > 0:24:22Yeah. Good job. Well done. Thank you.
0:24:28 > 0:24:3350, 50, 50. Take it off and have it ready for me, please.
0:24:33 > 0:24:36Upstairs the team have only an hour and a half to get the room ready
0:24:36 > 0:24:40for the next festive banquet, but they've run into a problem.
0:24:40 > 0:24:44These people had a lunch and now they are about to leave and now we
0:24:44 > 0:24:49are preparing for the dinner, second sitting for 155,
0:24:49 > 0:24:52and we are setting up the table as they are leaving.
0:24:52 > 0:24:55So hopefully once they leave we will have it all room-ready
0:24:55 > 0:24:57by seven o'clock.
0:24:57 > 0:24:59We don't ask the guests to leave.
0:24:59 > 0:25:01It's been agreed when they were booking.
0:25:01 > 0:25:05They know the timings but we cannot push. We don't push our guests.
0:25:05 > 0:25:08So hopefully they will leave.
0:25:08 > 0:25:10No desserts. No, that's all done.
0:25:10 > 0:25:12They need to leave. Six o'clock.
0:25:12 > 0:25:15Finally, the luncheon guests leave.
0:25:15 > 0:25:19The room turnaround time now is less than 30 minutes.
0:25:19 > 0:25:21Go around and check and make sure everything is OK.
0:25:21 > 0:25:23You look after your own stuff.
0:25:23 > 0:25:25Let me know before you leave the floor.
0:25:25 > 0:25:28Rest of the night - please let me know before you leave the floor.
0:25:29 > 0:25:34Downstairs, Bill's VIP guests have arrived.
0:25:34 > 0:25:38They're in there. I've got to go in and...most of them know each other.
0:25:38 > 0:25:41- And...- You have to mingle! - I have to mingle.
0:25:43 > 0:25:45I can't stand small talk.
0:25:46 > 0:25:48It drives me round the bend.
0:25:48 > 0:25:50I can't stand the whole corporate thing,
0:25:50 > 0:25:52so it will be different to that.
0:25:52 > 0:25:55- Ready to go, Chef, please. - Yeah.- Thank you.
0:25:55 > 0:26:00With dinner on standby, there's a special surprise for Bill's guests.
0:26:00 > 0:26:04# Silent night
0:26:04 > 0:26:07# Holy night
0:26:07 > 0:26:11# All is calm
0:26:11 > 0:26:13# All is bright... #
0:26:14 > 0:26:18All going well. The boss is happy, I'm happy.
0:26:18 > 0:26:21# Stille
0:26:21 > 0:26:25# Heilige... #
0:26:27 > 0:26:32It was really moving. The kids were fantastic.
0:26:32 > 0:26:35That was a special moment.
0:26:35 > 0:26:39Upstairs Ashutosh and his team have managed to turn the room around
0:26:39 > 0:26:42just in time for another festive function.
0:26:54 > 0:26:57You just enjoy what you do, you know?
0:26:57 > 0:27:00There are many things you do in events as a manager
0:27:00 > 0:27:03and there are many reasons to be happy.
0:27:08 > 0:27:09Get in quick!
0:27:09 > 0:27:11With their cracking Christmas well under way,
0:27:11 > 0:27:14it's time for Eve to bid adieu to her colleagues
0:27:14 > 0:27:16gathered for a fitting farewell.
0:27:17 > 0:27:20- Surprise! - CHEERING AND APPLAUSE
0:27:23 > 0:27:26- Oh, dear!- You're a hard woman to keep a secret from.
0:27:26 > 0:27:28I'd say so.
0:27:28 > 0:27:31- Is there a stripper coming? - She's already here.
0:27:31 > 0:27:34I didn't even know you were pregnant.
0:27:34 > 0:27:37I just thought you'd been eating a bit more.
0:27:37 > 0:27:41I want to say how thoughtful it is of you to have this child just before Christmas.
0:27:41 > 0:27:43During the Christmas period!
0:27:43 > 0:27:45- Everybody here wishes you all the best.- Thank you very much.
0:27:45 > 0:27:47And we'll be wishing you the very best
0:27:47 > 0:27:50- because we want you to come back. - Oh, I'll be back, don't worry.
0:27:50 > 0:27:52- Quickly.- Thank you.
0:27:53 > 0:27:56'I'll be a wee bit lonely until the baby comes along, I'd say,
0:27:56 > 0:27:58'because I will miss everyone here.'
0:27:58 > 0:28:02We have a great team. There's a great team spirit here as well
0:28:02 > 0:28:05and, you know, yeah, I will miss them all now, I have to say.
0:28:09 > 0:28:11The arrival of one more VIP guest
0:28:11 > 0:28:14signals that Christmas has finally arrived.
0:28:19 > 0:28:21It just feels very warm and cosseting
0:28:21 > 0:28:24and exactly how Christmas should be.
0:28:24 > 0:28:26It's a magical day and it's a proud day for me
0:28:26 > 0:28:28because of what the hotel's achieved,
0:28:28 > 0:28:31and being able to pull this one off is...
0:28:31 > 0:28:34is good.