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00:00From the Scottish Highlands to the South Coast, the UK is proud to boast 116 five-star hotels.
00:10But in the heart of the capital, One Road is a luxury hotel hotspot,
00:16home to eight five-star establishments and one unique destination.
00:22Welcome to Four Seasons London at Park Lane.
00:27Hello, sir. Welcome back. How are you?
00:29Now entering its 55th year, the hotel welcomes thousands of guests...
00:34Good afternoon. Concierge Desk, Mary speaking.
00:36...from famous faces to royalty, offering first-class service...
00:42Service.
00:43...and Michelin star excellence.
00:45I have a very, very special request.
00:47Mind-blowing.
00:49For the first time, the hotel has opened its doors...
00:53This is not good.
00:55OK, that sounds like a problem.
00:57...to allow exclusive all-areas access.
01:00This one, I think, is about 2,500.
01:02It's like working in a kindergarten.
01:04But presenting five-star perfection...
01:07I'm like sunshine.
01:08...takes an army of hotel staff...
01:11That's it all.
01:12...who will stop at nothing to provide that personal touch.
01:15As long as it's legal and moral, we're going to make it happen in this rate. Yeah.
01:21This time, what do you do when a high-rolling guest has sky-high standards?
01:27There is a particular suite set-up that she likes.
01:30God forbid that needs to be available at all times.
01:33But there is chaos before arrival.
01:35Where are the keys?
01:36I tried to find out.
01:38I will find the keys.
01:39Not yet, but we will.
01:41And what happens when the owner of the hotel chain comes to town?
01:45The reputation of this hotel is big.
01:49I don't want to gamble.
01:51Prepare to check in and check out Four Seasons.
02:08Ask any member of the 400-strong team at Four Seasons Park Lane...
02:14Hello, here we are.
02:15...where, from senior management to esteemed carpet cleaners,
02:20what the most important part of their job is...
02:24Here we are.
02:25...they will all say the same thing.
02:27We are here for the guest.
02:29We go above and beyond for any of the guests that come through the door.
02:33It's all about the guest. It's all about the service.
02:35We will find a way to help you. That's what we do.
02:39There truly is no limit to what we can do for our guests.
02:46With guests spending anywhere between £960 a night and £12,500,
02:53they expect nothing but the best.
02:56Welcome to the Four Seasons. How are you?
02:58Good to see you.
03:00I just came to say good morning.
03:02How are you? Enjoy your breakfast. I'll see you later.
03:05Have a great day. Thank you.
03:08Italian-born Andrea Lamarella is director of guest experience.
03:13He not only ensures every guest's request is met,
03:16but their expectations exceeded.
03:19For us, no request is too big.
03:21I can get you anything you want, as long as you stay at Four Seasons Parkway.
03:25Working alongside Italy's man who can is head of concierge, Michael.
03:30Good morning, sir. How are you?
03:32I'm actually known as the Godfather, so welcome to the family.
03:36How's your day been?
03:38Excellent.
03:39Yeah? Good.
03:40Oh, you make me smile right away.
03:43Michael, the Godfather.
03:45Michael has been an inspiration
03:48since I started joining this company two years ago.
03:52And there truly is no limit to what a guy can do.
03:56Don't tell him I told you that.
03:58And supporting Four Seasons frontmen Andrea and Michael...
04:03..another vital member of the guest experience family,
04:06director of housekeeping, Ivan.
04:10Have a lovely day.
04:11..whose first home is Argentina, but his second right here on Park Lane.
04:16I'm part of the furniture, I would say, in the hotel.
04:19Been here for 14 years.
04:21I'm going to give you this building without housekeeping.
04:24See what you can do.
04:25Can you sell the rooms? You can't.
04:27Can you have the restaurant open? You can't.
04:30I think it's dress-down Friday. Is that right, Andrea?
04:33It's casual Friday today. It's casual Friday.
04:35But not for everyone. Not for me.
04:37I can't describe Andrea, absolutely.
04:39I think he brought into the hotel that energy,
04:42that thing outside the box.
04:45Nobody else can do the job better than Andrea. Nobody.
04:50No pressure. No pressure.
04:53Your Highness... No, no, no. No, no, no.
04:56Some of the hotel's most valued guests make multiple visits
05:00and can spend close to a million pounds there in a year.
05:04We try to welcome our return or regular guests here at the hotel
05:07like they're returning home.
05:09They are everything to us.
05:11We need them and we want them and we love them.
05:16Our returning guests are an incredible section of our clientele.
05:20They could have stayed in any other property.
05:22Let's not forget for a split second,
05:24London is brutal in terms of competition,
05:26so for them to come to our property, thank you.
05:31In two days, the hotel will welcome one of its most frequent visitors,
05:35the mysterious Ms O,
05:37who flies in from overseas on business several times a year
05:41and can stay for weeks at a time.
05:44We know her very well.
05:46She needs no presentation.
05:48There are three rooms coming.
05:50Knowing this person for so many years,
05:52many times a year they come, we cannot drop the ball.
05:56We've got to get it right.
05:58As one of the hotel's biggest spenders, everyone knows Ms O.
06:03With the same three rooms booked
06:05and a list of extremely specific requirements,
06:08the team always plans ahead.
06:11She's coming for an extensive 11 days.
06:14We just need to be on top of the game with her.
06:17She's very nice, but she's very eye to detail.
06:21She's going to be again 7.02, 7.10, 7.12.
06:24We need to coordinate with engineering
06:26to have the blackout in the bedroom, please.
06:29Also, I think they're going to place a fridge in the wardrobe.
06:33She doesn't want to have it somewhere visible,
06:35so she wants it somewhere in the wardrobe.
06:37Ms O might not be due for two days,
06:40but her luggage arrives tomorrow,
06:42so the team must prepare her three rooms today.
06:45All right, so she's back.
06:48So it's now time for us to shine.
06:51Bye.
06:55While housekeeping ready themselves for four seasons royalty...
07:00Ooh!
07:01..Andrea's preparing a welcome fit for a princess.
07:05Um, any news about the bespoke cake?
07:08The hotel is expecting some guests
07:10who are flying down from Scotland
07:12to celebrate a very special birthday.
07:15OK, it's time to go, so...
07:17With specific instructions sent in advance,
07:20it's down to Andrea to make sure
07:22everything is exactly the way they want it.
07:25This is something that I like to call a no-jacket job.
07:29Yes, so please excuse me.
07:31So they booked the entry-level room.
07:34However, there's a surprise.
07:36We managed to give them a complimentary upgrade
07:38for a park view,
07:40and they don't know it.
07:42When a guest comes in for the first time,
07:44what they know they will receive is a luxury service.
07:48Oh, the lift is here, great.
07:50Is my hair OK?
07:52Oh, boy.
07:55I once popped a balloon
07:57because the door closes so fast.
08:01Yeah, there you go, you see?
08:04So these guests specifically customise everything.
08:07The corners of the balloons,
08:09the dimension of the balloons.
08:11It's been very finicky.
08:13I don't normally get that level of attention, so...
08:16We need to make it right.
08:18There's been instances where I was not able to fulfil
08:21a guest requirement.
08:23For instance, a few months ago, at 10pm,
08:25I was requested to arrange 500 red roses for midnight.
08:29I managed to get 200.
08:33Today's guests have stayed at Four Seasons all over the world,
08:37but it's their first time in London.
08:39Oh, they're going to love this.
08:41And Andrea wants to give them a proper park lane welcome.
08:44It's my job. It's the funniest
08:46and the most difficult job in the world.
08:48I mean, I need to make people happy.
08:50Yeah, and every person is different.
08:53Gorgeous.
08:54I guess you're checking in in 45 minutes, literally.
08:57OK.
08:59Hmm.
09:00Remember, if your heart can believe it,
09:02if your mind can conceive it,
09:04then you can achieve it.
09:06That's what I like to think.
09:08OK, I think I might need a ladder.
09:10I need to get a ladder from downstairs.
09:15MUSIC
09:17Coming up, with the VIP imminent,
09:20it's dark times for engineering.
09:22It's pitch dark.
09:24I couldn't find my way back there.
09:26Stressful times for housekeeping.
09:28Where are the keys?
09:30I'm missing some keys from suitcases.
09:33I'm asking your colleague to come up and cut them off.
09:37And it's time to learn the most important lesson of all.
09:41Perception.
09:43The Four Seasons Doorknock Protocol.
09:46I would say you did good.
09:48We need to do excellent.
09:59From the moment you set foot into Four Seasons,
10:02the staff are on hand to ensure every request is met.
10:07From personalised pillowcases
10:10to giant bouquets
10:13No task too tricky,
10:15no order too tall
10:17for the team at Park Lane.
10:20And if you're after something really special,
10:23the pastry kitchen will provide the icing on the cake.
10:27I'm Caitlin, I'm the sous-chef at Four Seasons Park Lane,
10:30and today we'll be doing our masterclass
10:32on how to make a cheesecake with berries.
10:36First things first, we make a hazelnut sponge.
10:39The pastry kitchen makes around 60 of these signature cheesecakes a week,
10:43which have a base made using the finest ground roasted hazelnuts.
10:48And the hazelnut just gives it a little bit of a nutty flavour.
10:51Then we'll do a layer of cheesecake mousse.
10:55The cheesecake mousse uses cream cheese imported especially from France,
11:00and is flavoured with heather honey and Tahitian vanilla.
11:04Then what we'll do next is we will take a small offset spatula
11:08and just even it out a little bit to make sure that it's nice and even
11:12across the entire cake, and that's that.
11:16We take really nice raspberries, we'll cook them down
11:20and just kind of let them shine as they should.
11:27Onto the compote is one final layer of that creamy cheesecake mousse.
11:32What's nice about a cheesecake is everyone loves it.
11:36We have all of the layers completed.
11:38Now what we're going to do is we're going to put it into the freezer overnight
11:42so that it has time to set up.
11:44And as someone else might say, here's one Caitlin froze earlier.
11:52Just heat the edges enough...
11:58so that it will release.
12:00Should come off nice and smooth.
12:02Some fresh raspberries that are cut in half.
12:05We're just going to kind of put them around.
12:12And edible cornflowers, marigolds and elderflowers complete the look.
12:17And there you have it, our cheesecake from Four Seasons Parkland.
12:28Upstairs on the seventh floor...
12:31I'll hold it up and you tape the sides.
12:33Engineering has arrived to prepare the first room
12:36where VIP guest Ms O will sleep.
12:39The guest wants it blacked out completely.
12:41We are all very well prepared whenever she comes in.
12:47It's pitch dark.
12:49That's it.
12:51We couldn't get any darker.
12:53I couldn't find my way back there.
12:55There is a particular suite set up that she likes.
12:58God forbid that needs to be available at all times.
13:01The next task is the second of the three rooms
13:04where Ms O would like an extra fridge installed.
13:08In the wardrobe.
13:10And we will literally run power, put a socket here
13:12so we can put a fridge in, close it up and it's all hidden.
13:15And then once she leaves, it all comes out and we make good.
13:18Put it all back together until the next guest asks for something special
13:21and then we do it all again.
13:23While the team prepares the third room for the guest's luggage
13:26which arrives tomorrow...
13:29It really is a two-people job.
13:31..up on the eighth floor, the hotel's signature cheesecake has arrived.
13:35But time is ticking for Andrea to finish the birthday balloons.
13:39I'm sweating like an Italian cow on the 15th of July.
13:50His room's set up.
13:52When they have special requests, yeah, it's excellent.
13:55Symmetry, darling, symmetry.
13:59Andrea, his mind is, I want to have it right.
14:03I don't care what it might take.
14:06There's nothing wrong in being finicky, in my opinion.
14:09Finally, the room is ready.
14:12Well, almost.
14:19Perfect.
14:22Andrea achieves his trademark perfection in the nick of time.
14:26The birthday girl has just arrived.
14:29Hello, Mia. Are you all right? Hello.
14:32One-year-old Maya.
14:35Yes, Mum and Dad, Chloe and Ross, have brought her all the way down
14:39from Glasgow for her first five-star experience.
14:43Any plans for his three days?
14:45We've got a few meals, but a meal for Maya's birthday tomorrow at Amazonipop.
14:49Oh, that's great. Everything is ready for you, of course, yeah?
14:53With Dad Ross often working away on oil rigs,
14:56Four Seasons is the perfect place for the family to celebrate together.
15:01After you.
15:03But even here, the best-laid plans of directors of guest experience
15:07sometimes go awry.
15:09Ah, this one just dropped a bit. Oh, no.
15:13Luckily, with a bit of help from Mum, order is restored.
15:18We strive for perfection, of course, but things will go south at some point.
15:23We can just try to contain it as much as we can.
15:27Breathe. Enjoy your first birthday. Thank you. Have a lovely day. Thank you.
15:35It looks great. I'm really happy with it.
15:38And the room. Yeah, it's beautiful.
15:41Those reactions truly are priceless.
15:44That's the reason why I do this job.
15:46We just wanted a level of service that you wouldn't get staying anywhere,
15:51so that's exactly why we chose the Four Seasons,
15:54and they've went above and beyond for us, definitely.
15:57So Mum is happy, but more importantly, what does the birthday girl make of it all?
16:03Looks like Maya already has a taste for Four Seasons' standards.
16:17The key to maintaining five-star service...
16:20Take care, sir. Thank you very much. Hope to see you again soon.
16:23..is training all staff in the many and rigorous hotel operating procedures.
16:28Just log in into the computers,
16:30and then we're going to go upstairs to do something together.
16:33Lana is training to be a guest services supervisor.
16:37Yes, it sounds like you've done it a million times, right?
16:42And today, Andrea is introducing her to the most important lesson of all...
16:47Hello. How are you?
16:49..the Four Seasons door knock protocol.
16:51OK. So, you need to enter room 302.
16:55How would you open the door?
16:57So, first, of course, I would ring the bell to see if the guest is inside.
17:04Reception.
17:07In Four Seasons Park Lane, there's only one and one assumptions only
17:10that we are allowed to make,
17:12and it's to assume that every door you're about to open
17:16leads into an occupied room.
17:21Have you ever accidentally walked in a room at a wrong moment?
17:24Oh, my Lord, of course I've walked in a room at a wrong moment.
17:27It was awful, I will never forget that, but that's what I learned, right?
17:30Reception.
17:32It was my very first job,
17:34and let's just say that I've opened a door at the wrong time
17:37and I've seen how much guests loved each other in that moment.
17:42So, from that moment onwards,
17:44the door knock standard operation procedures stuck over here.
17:51OK. Done.
17:53I would say you did good.
17:56You did very good.
17:58We need to do excellent, right?
18:00So, we need to tick those boxes
18:02that will put you in a safe scenario all the time you need to open the door.
18:06It's fundamental, in my opinion, to train our team
18:08because their success eventually will result in your success.
18:12So, we ring the bell, we knock three times,
18:15and we give roughly 30 seconds,
18:17so eight times three, that's 24 plus the very last opening.
18:2130 seconds is a reasonable time for any guest in any suite to come to the door.
18:26What I try to give them, first of all, is trust and empowerment.
18:29Whenever you finally open the door,
18:32be discreet and always ask permission to go inside.
18:35So, what I like to do is knock a fourth time.
18:39Guest experience team, may I come in?
18:42For me to see Lana getting up to speed
18:45and seeing that she's only been here for a few months,
18:48it couldn't be more rewarding.
18:50That's it. Yeah? Thank you.
18:52Can we go through that? Yeah.
18:54Guest experience team.
18:56I'm going to knock.
18:58Guest experience team, may I come in?
19:02Now, what a difference.
19:05Yeah? We're done.
19:07Honestly, you'll be so surprised of all the times that we have done it
19:12and that we've done it wrong.
19:20Another important service the hotel offers
19:23is not just for guests, but for their luggage.
19:26It is a very common thing now that people send luggages in advance.
19:30At any one time, hundreds of suitcases can be moving around the hotel.
19:35Do you want to take a photo of this one? Yes.
19:37Because this one has an extra bag.
19:39Today, a shipment of 94 cases has just arrived for a corporate booking...
19:44724, 730.
19:46..which the team must navigate through the hotel
19:49and safely into the correct rooms.
19:52Some guests trust us in handling their belongings,
19:55and this is what we like, and we have a lot of returning guests
19:58because we create that trust.
20:02Someone else whose suitcases always arrive in advance
20:06is overseas entrepreneur Ms O.
20:09I've been coming here for a little over 15 years.
20:12I'm looking to invest in the UK.
20:17With Ms O due to check in tomorrow,
20:20her luggage must be unpacked today by her two trusted valets,
20:24Ramuna and Mefia.
20:26It's not here.
20:30Unfortunately, somewhere between the airport and the hotel forecourt,
20:34the keys to nine of the 12 suitcases have been misplaced.
20:41She's a very important guest to us.
20:43I do have other managers that can run the operation,
20:46so definitely we need to spend time in here looking for the keys.
20:54Even with the keys probably lost in transit,
20:57the guests' needs always come first,
20:59and Ivan and his team take it upon themselves to find a solution.
21:03Whoever is in charge as a manager will take actions
21:06and try to sort the situation.
21:09If it's me, if something goes wrong, it's me.
21:13I absolutely hate it. I am my worst enemy,
21:16and I will be thinking for many, many days to come.
21:20Inside these bags, no?
21:22With the guests due in less than 24 hours,
21:25failure to find the keys is not an option.
21:28Where are the keys?
21:33Coming up, things get intense
21:36as Andrea prepares for a celebrity stay.
21:39I think we got it wrong.
21:41That's why he hates camping.
21:42Terry!
21:44Time is ticking on the VIP's keys.
21:46Ivan, we don't have time to mess about anymore.
21:49But can head of purchasing Ian save the day?
21:53Ooh, I was just calling you.
22:06Over the years, Four Seasons at Park Lane
22:09has welcomed its fair share of famous faces,
22:12from pop royalty to actual royalty.
22:16We get a lot of famous guests, but we don't get too excited
22:19because they come here, because we are discreet.
22:22We really just treat them like any other guest,
22:25and they like that.
22:26Later today, star of Countdown and Strictly, Rachel Riley,
22:30will check in, along with her husband
22:32and former Strictly partner, Pasha, and their two children.
22:36We have a very important VIP checking in today,
22:40Miss Riley, can't wait.
22:41I've actually seen her in our attendee a few times,
22:44so I might be a fan.
22:47My worst nightmare.
22:49But Andrea must face his fears
22:51and assemble something extra special in the TV star's room.
22:56OK, where are we setting it up?
22:58The amenities are all in here.
23:00The blanket is pretty much the base of the tent.
23:03OK.
23:04And then we need to tie each and every pole onto the corner.
23:10There's one missing here.
23:12Hold on one second.
23:14You've got it?
23:15Almost.
23:19Where's the...
23:20I think it's a three-man job.
23:24Four Seasons truly is a family property,
23:27and there is actually many things that we do for kids
23:29to ensure that the parents are happy.
23:31Happy kids, happy stay.
23:33Honestly, that's why I hate camping.
23:37Where did the fourth one go?
23:38There's one...
23:40OK, so this one didn't click properly, so that's not good.
23:43I think we got it wrong. Oopsies.
23:45No.
23:46There's a few instances where I'm like,
23:48wow, is this really necessary, but then I'm like...
23:50My mission is to make sure that you as a guest will feel at home.
23:54What do you think?
23:56I guess it's fine.
23:58I mean, not bad, actually.
24:00Finally, Andrea's surprise is pitch perfect.
24:04So, I'm just placing two extra toys.
24:07One here, one there.
24:11Done?
24:12Done.
24:20Hospitality, as a rule,
24:22likes to give an impression of calm, serenity, peace.
24:29We use the analogy of a swan.
24:31The swan kicks a lot underneath,
24:33but yet glides peacefully over the water.
24:37And all we're trying to do is glide peacefully over the water.
24:40But in the background, there's all sorts of things going on.
24:45Things like solving the riddle of missing suitcase keys.
24:50After two hours, still no keys.
24:54With Ms O due to check in tomorrow,
24:57her cases must be unpacked today.
25:00Yes, my dear, we are unpacking this room
25:02and we are just missing some keys from suitcases.
25:05Ms O always requests room valets Ramuna and Mefian to unpack for her.
25:11And with more than 40 pairs of shoes and nine cases of clothes,
25:15it takes over four hours to get the room exactly as she would like it.
25:20Can you guys find out for me who it was, please?
25:23Thank you. Bye-bye.
25:27So, Ramuna?
25:28Ivan's incredibly hard-working and dedicated to his role.
25:33Where are the keys?
25:34I tried to find out.
25:36Not yet, but we will. Don't worry, Ivan.
25:39Wake him up. No problem. It's fine.
25:42He's a fantastic motivator of his team.
25:45He's seen it all. He's done it all.
25:47So, plan B, worst-case scenario, we call engineering.
25:51Exactly, and we will buy a new one.
25:53Worst-case scenario, we cannot find the keys yet. We break the laws.
25:56Our goal is that tomorrow the guests check in
25:59and have everything unpacked the way she wants.
26:03So, happy guests, happy us.
26:05We'll be at them.
26:08The clock might be ticking on the locked cases upstairs...
26:12This is not good.
26:16Thank you very much.
26:17..but downstairs...
26:19See you later.
26:20..the countdown to Andrea's celebrity arrival is up.
26:26Hello. Thank you.
26:29Hello, hello.
26:31Very welcome. I'm smiling. Welcome to Four Seasons.
26:34Before I bring you upstairs, I've got a tiny surprise for the both of you.
26:38There's a few bits and pieces we have in our back office to just...
26:42..you know, bubble up a kid.
26:45As a welcome...
26:47Oh, my God!
26:49..you can pick and choose your favourite Park Lane toy.
26:52There you go. What about us? Do we get one?
26:55Absolutely.
26:57Unfortunately for Rachel and Pasha,
26:59toys are only reserved for hotel VICs,
27:03very important children.
27:05After you.
27:07Wow.
27:09What's that? Is that where you two are going to sleep?
27:11I think that's where we're going to sleep, knowing these two.
27:15Who wants to go inside?
27:17That's very exciting.
27:20Oh, my gosh!
27:23The girls are thrilled because they've got their teepee with their lights
27:26and they've got their rubber ducks for later,
27:28they've got their own toothpaste.
27:30You can tell every little detail's been thought of.
27:32I'm going to let you enjoy your experience, of course.
27:35If you need anything, my name is Andrea.
27:37I'm always available for you, just one phone call away.
27:39The room might have got the celebrity seal of approval...
27:44..but news of the missing suitcase keys
27:46has reached front-of-house manager George.
27:49All right, Mr Massimo.
27:51Have we found them? No.
27:53But worst-case scenario, can we just cut them open
27:55and buy some new locks for them? We can.
27:57Let's maybe give it an hour and then...
27:59Are you running out of time?
28:01I mean, they did all the bathroom already.
28:03Now they're doing the shoes.
28:05They are unpacking the rail.
28:08So in ten minutes, it's going to be done.
28:10When something goes wrong here at the hotel,
28:13we look to find solutions for it.
28:15We can't make sure that everything is perfect all the time,
28:18but what's really important is to make sure
28:21that we handle those hiccups in the best possible way.
28:24Ivan, we're going to have to cut them open.
28:26We don't have time to mess about. Agreed.
28:28Let's get it cut open and Terry will use the pole.
28:30Let's go to Terry's office. All right, cool.
28:33The tiny locks on the suitcases will need to be snipped and replaced,
28:37and that requires Terry from engineering.
28:40Now all Ivan has to do is find him.
28:43Engineering?
28:45No! Mr Terry's not here. I thought so.
28:50I thought so.
28:54I give up.
29:00Meanwhile, up in the hotel pastry kitchen,
29:03preparations are underway for today's afternoon tea.
29:07It's an elegant affair,
29:09where guests can enjoy a selection of delicate finger sandwiches
29:13and handmade cakes in one of the hotel's two lounges.
29:17You want to sit there on your own chair?
29:19Having settled into their room,
29:21Rachel's family have just arrived with an extra guest,
29:24one who's already snapped up the complimentary slippers.
29:27Here we go. Thank you, darling.
29:29Pavillon may be a Michelin-starred restaurant,
29:32but there's no standing on ceremony.
29:34Wow!
29:36Just plenty of enjoying the comfortable five-star facilities.
29:41The kids have made themselves at home,
29:43cos you don't feel like you're in a museum, you're not going to break anything.
29:46It's just quality, really.
29:48The food is delicious, the service is lovely.
29:50I mean, what else do you want?
29:52Whether you're a VIP, a VIC or a VID,
29:57at Four Seasons Park Lane, you're always treated like a superstar.
30:02Cheers!
30:07Terry!
30:09Terry!
30:12With the guests' express permission,
30:14Ivan's planning to cut the locks on nine of the 12 suitcases.
30:21Terry!
30:22And that requires Terry from maintenance.
30:27I saw Terry.
30:30All right.
30:32702, 12 pieces of luggage, locked, all of them, there's no keys.
30:39So, I'm asking your colleague to come up and cut them off.
30:44Absolutely.
30:50Cutting the locks on Mizeau's suitcases is a last resort,
30:54but failing to deliver is not in the Four Seasons' rulebook.
30:58So, Vitali's here.
31:04I'm going to take them and then replace them.
31:07Ladies, ladies, here we are.
31:09All cut. So, ready to go.
31:13With the suitcases now open...
31:15Thank you, appreciate it.
31:17Valet's Ramuna and Mefian can finally and swiftly unpack everything,
31:21ready for Mizeau's arrival tomorrow lunchtime.
31:24All right. Let's do it.
31:29Ivan's next job is to find a man who can source nine replacement padlocks.
31:34This is the man we are looking for.
31:36And that man is Head of Purchasing, Ian Maynard.
31:40So, I've worked at the Four Seasons Hotel Park Lane for about 20 years.
31:46The most important part of what I do is trying to make sure
31:50that everybody's got what they need before they need it.
31:54We've got, like it is, all with locks.
31:57Right.
31:58Keys were missing. Right.
32:00So, we had to break the locks. Right.
32:03So, now we need to get nine of these locks brand new.
32:06The first person I will go is Ian, because I know that he can make it happen.
32:12Can you do it?
32:13Why don't you go and file them under B for B,
32:15and then I'll go and have a look in the cupboard of mystery.
32:17OK. Fantastic. Do your magic.
32:22Where is the magic cupboard and who has access to it?
32:25That would be a trade secret.
32:27While Ian heads to his cupboard of mystery,
32:31Ivan heads back to check on Room 702.
32:34We've got a few hours to get everything done.
32:37She's landing very soon.
32:40Ladies, how are we doing?
32:42Are we OK?
32:43Yes.
32:44Yes? Very good.
32:45As the team race to get everything unpacked in time,
32:48has Ivan been saved by the bell?
32:52I was just calling you.
32:53What?
32:54Because I wanted to know if you have any update on the locks.
32:57What? These locks in my hand.
32:59You're joking.
33:01No, these are real padlocks.
33:03Look at that. He's a magician.
33:06That's the cupboard of mystery.
33:08Ian is a great human being with a great knowledge.
33:12I think he knows more than we all know.
33:16Ian, superstar. Thank you very much.
33:19Laters.
33:22Allow me.
33:29Coming up.
33:32As the mysterious Mizeau approaches,
33:35it's a VIP Grand Prix for Andrea and Michael.
33:39That's how we do it.
33:40Mission accomplished.
33:41And it's all hands on deck
33:44as the team rolls out the red carpet for hotel royalty.
33:54It's a busy day for very important guests on Park Lane.
33:58The first to arrive will be the notorious VIP, Mizeau,
34:03whose flight has just landed at Heathrow.
34:05How are you?
34:06I'm very well, thank you.
34:07With only a couple of hours until she checks in,
34:10the godfather, Michael, is using his little black book
34:14to procure another of her requirements.
34:17Hello, it's Michael, Four Seasons Hotel.
34:20Hello, it's Michael, Four Seasons Hotel. How are you?
34:23A concierge is your friend, first and foremost in a hotel.
34:27All right, thanks a million. Bye.
34:29We are the people that can make it happen for our guests.
34:35OK.
34:36The hotel owns two luxury Bentleys worth hundreds of thousands of pounds,
34:41which are reserved especially for guests.
34:44When they're not being used by guests,
34:47they can be used to run errands for guests.
34:50Is one of our drivers around?
34:52Michael is on a mission to source a special ingredient
34:55that's only available from one place in London.
34:58It's just a quick in and out, Igor.
35:01It's happening.
35:02Taking the other Bentley to pick up a welcome-back gift for Mizeau...
35:06Hello.
35:07..is Andrea.
35:09Thank you so much, yeah, thank you.
35:11Can we turn right here? Ah, perfect.
35:15Hyde Park, right in front of us, there you go.
35:18Igor, we're not far away now, are we?
35:21Yeah, we're almost going between.
35:25Michael arrives at a particularly exclusive dim sum restaurant in Mayfair...
35:30Stunning.
35:31..just as Andrea pulls up to collect a little something
35:35for the returning guest.
35:38What Michael is after is a single bottle of Mizeau's favourite hot sauce,
35:43made nowhere else in the world.
35:45My job is to ensure that everything we do for our guests
35:49is seamless, correct, on time.
35:52Mission accomplished. Let's go.
35:55And it's success for Andrea, too...
35:59..as long as he's not hampered by boot space.
36:09Finally, it's in.
36:11That's how we do it.
36:12And both men can hot-foot it back to the hotel.
36:21Whether it's wrangling hampers or saucing sauces,
36:25every member of staff at Four Seasons
36:27will try to move heaven and earth to deliver a five-star service.
36:33And today, they will welcome a legend of the luxury hotel business.
36:37Let's go through the arrivals.
36:39It's the man who invented the guest experience
36:42and the founder of Four Seasons, Mr Isidore Sharp.
36:54If you've ever stayed at a hotel that has 24-hour room service,
36:58bathrobes, a minibar, complimentary slippers, toiletries,
37:03not to mention a hairdryer hidden in the drawer,
37:06you have Mr Isidore Sharp to thank.
37:09It is so special for Mr Sharp to come back into this hotel.
37:15Isidore Sharp, or Izzy, as he's known to staff,
37:19is a titan of the luxury hotel world.
37:22In 1961, he opened a modest 125-room motel in Toronto.
37:28The name? Four Seasons.
37:3164 years later, the hotel group boasts 133 properties worldwide,
37:37including the hotel where pretty woman Julia Roberts checked into
37:42and the breathtaking locations for Daniel Craig's James Bond
37:47and White Lotus.
37:49But Park Lane is the flagship hotel outside Canada
37:53and is reputed to be Mr Sharp's favourite.
37:56We're so proud to show him what it is that we're doing
38:00and the Four Seasons spirit.
38:02Every team across the hotel must pull together
38:05to make sure everything is perfect for his arrival.
38:08You've called the office? Yeah.
38:11The preparation to Mr Sharp's check-in is incredible
38:14and the mood of the property is just elevated.
38:19Behind the scenes, the hotel's floral designer Roz and her team
38:23are pulling out all the flocks to impress their founder.
38:27There's a high expectation, so we just need to be prepared, which we are.
38:32I started here in this hotel 36 years ago
38:36and when Mr Sharp comes to visit, it's huge excitement.
38:41It means a lot to all of us.
38:45So I just want to make sure that we've got the right flowers in the right places.
38:51Right.
38:53I wonder how many years we've spent waiting for this lift.
39:01We'll make sure it's all perfect
39:04and when he walks in through the door, he'll see our flowers.
39:08He is very into flowers.
39:11Every Four Seasons hotel has amazing flowers in the lobby.
39:17We could do with a pale pink hydrangea.
39:20It was more of, I want people to come in and see something
39:24that's going to take their breath away, so that's what we try and do.
39:38While Roz prepares flowers fit for a founder,
39:41Andrea is delivering the hamper to Ms O's room,
39:45which is finally ready for her arrival.
39:48I like that I can go into a particular room
39:52and feel like it's a reflection of my own home too. I like that.
39:57No sooner does Ms O check in, she heads straight to Pavillon for lunch.
40:04The kitchen is preparing a selection of dishes
40:07designed to impress both Ms O and her guest.
40:10But the star ingredient is hot off the press.
40:15And last but not least, your favourite, some other special sauce.
40:18Yeah, thank you.
40:25I would always be a Four Seasons visitor or guest, yes.
40:37Upstairs, preparations are underway for Mr Sharpe's stay
40:41and there's an extra special suite with his name on it.
40:48We are doing an inspection of this suite.
40:51This is a job for the Director of Housekeeping, Ivan.
40:55That cannot be less than perfect.
40:59It's for the founder of this company, so no pressure.
41:03When he comes to town, the whole hotel race to the occasion.
41:09TV, the shower, everything.
41:12Toilet, VIP check, one, twice, three times
41:17to make sure that we deliver perfection.
41:21We don't want to drop the ball whenever he's around.
41:25Mr Sharpe's room will go through multiple inspections before his arrival.
41:30First, cleaned by a very professional room attendant.
41:33Second, supervisor.
41:35Then, assistant manager.
41:37Then, a manager.
41:39Then, hotel manager.
41:41So it is one, two, three, four, five.
41:45From touching up the leather chairs...
41:47Skills, this is skills.
41:50..to straightening the pictures and anything else in the suite...
41:55This, this shouldn't be facing, this should be...
41:58..no detail is too small when it comes to the big boss.
42:02The reputation of this hotel is big.
42:05I don't want to gamble.
42:09With Ivan satisfied, Mr Sharpe's room can now undergo its final check.
42:14OK.
42:15This time by hotel manager Sakshi and front-of-house manager George.
42:20So I'll start on this side, and you want to take that side?
42:23Yeah. OK, perfect.
42:26Being involved in the preparation for his arrival
42:29is something that you almost feel sort of honoured to be involved in.
42:33These were catching, right?
42:35Mm, just very slight.
42:37We might just need to change that rod there.
42:40And when it comes to Mr Sharpe,
42:42no-one is too senior or too smartly dressed to get their hands dirty.
42:48It is a collective, a mammoth team effort.
42:51Attention to detail for all of us at this hotel is, is obsessive.
42:58I think we are in good shape.
43:01Me too.
43:02Yeah, I think we're good to go.
43:07Finally, a room fit for hotel royalty,
43:10the founder of Four Seasons Park Lane, Mr Isidore Sharpe.
43:24I opened the most welcoming note I have ever received.
43:29I thank you all.
43:33Mr Sharpe's hotel empire is built on one simple but golden rule.
43:48And it's a rule that every member of staff here at Park Lane lives by.
43:53Everyone wants to come see him, say hello to him,
43:57and show him how we're representing the Four Seasons Park Lane.
44:06Next time...
44:08Love is in the air at Four Seasons.
44:11You're going to get me in tears in a minute, you guys.
44:13Floral designer Roz has her hands full.
44:16I've got 500 roses to arrange by half past ten in the morning,
44:19so I will need support and possibly oxygen.
44:22Andrea comes to rescue romance.
44:25Flying flies when you're having fun, I guess.
44:27And one diner has a dinner date to remember.
44:30She's now creating the menu with us.
44:32She has more experience than the mission guy himself.
44:34That's crazy.
44:55¶¶ ¶¶