HB00110175
INSIDE A HOTEL
The MacDonald chain of luxury hotels serves business and leisure customers across the UK. People are integral to their success. This film goes inside one of its hotels to discover what they do.

SERVICE IS EVERYTHING: There's premium on customer service. Guests have to be greeted with a smile. One of the first people you're like to meet is Neil, the concierge. He's virtually a "personal organiser" for everyone who visits the hotel, taking on everything from arranging trips to the airport to finding parts for a 1933 Ferrari! The receptionist is in the front line, too, checking people in, dealing with angry customers, but also the occasional celebrity.

STILL WAITING AFTER ALL THESE YEARS: Giuseppe, the head waiter, has been in the restaurant business for over 30 years. He prides himself on the confidence his customers have in him. But things aren't what they used to be, he reckons - and many guests fall below his standards. They don't know what to wear, what to order or even how to eat their food.

THE CONFERENCE BUSINESS: Long gone are the days when big hotels relied on selling people a bed for the night to make their money. Now the big market is the corporate market, hosting things like conferences.

Conference and banqueting manager James has to meet the whims of his business customers - and take it all with a smile.

TRAINING: Human resources manager Fiona says you can train someone to lay a table but not to be good at caring for customers - it's all a question of choosing the right people.

THE MYSTERY SHOPPERS: Colin and Wendy are mystery shoppers who visit hotels undercover to check they're keeping to their standards. A lack of nibbles in the bar or newspapers which they order but don't turn up and Colin and Wendy marks the hotel down.

HIGHS AND LOWS: Working in a hotel is a bit like being on stage. The highs come when you meet your goals, the lows when you fail to make a customer happy. For the receptionist, drunken guests are the biggest problem. Working in the hotel and catering industry takes lots of energy and the ability "to talk to anyone".

THE OTHER SIDE OF HOTEL WORK: By no means all hotel workers find their jobs satisfying. A foreign hotel worker describes experiences of outrageous sexual harassment and bullying. She says she would never let her child work in the industry.
DVD
30 minutes
2008
 
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