(man) You know what's happening at the moment is it's all belated birthdays or wedding anniversaries where people couldn't celebrate and they're all catching up with time.

It's not very clever of me here, but I have to climb this.

And don't ever climb a chair to get up on a shelf.

This is dangerous.

If I caught one of my staff doing that, I would go crazy.

(dramatic music) (narrator) The Savoy, its very name synonymous with glamour... -It's all gold and shiny.

-It's beautiful!

(narrator) ...and exclusivity.

(woman) When you walk in, you just feel the grandeur, you feel the elegance.

Why not try some caviar as well?

(narrator) After the most turbulent time in the hotel's history, when the pandemic closed its doors and left it on the brink.

(man) We lost a million people in the service industry.

(man) And we've been beaten down so much!

(narrator) It's back.

-Et voila!

-But now the hotel has to fight -like never before... -I'll come back to you.

(woman) Come on, housekeeping speed.

(narrator) ...as it strives to stay ahead of its five star rivals.

(Gordon Ramsay) I want to cancel tomorrow night, I don't think we're ready.

(narrator) We've been given unprecedented access... -Please follow me!

-...to all areas -of this iconic establishment.

-This is 55,000 pounds!

-Upstairs... -It oozes luxury.

-...downstairs... -Service!

(narrator) ...and the most secret of its corners.

-Very creepy down here.

-As the hotel emerges -from lockdowns... -Oh, my god!

-...can old hands... -As long as it's legal, we're going to be doing it for him.

-...big plans... -A thousand pounds a meter!

-...and new recruits... -Perfection.

(narrator) ...win the battle for the Savoy's future.

♪ (upbeat music) (whistling) (doorman) Hello, sir, the other way around, please.

Thank you, thank you.

The other way around, please.

Thank you.

(narrator) Renowned for its luxury service, the Savoy has long been a destination where people come to celebrate.

(man) Celebrations are always a big thing at the Savoy, and what a place to come to.

We have beautiful places to dine, beautiful views over the Thames.

There's nothing more romantic than that, is there?

We all love a bit of romance, don't we?

(mixed chatter) (man) What an institution.

So many things happen there.

A celebration, the engagement, wedding, memory, history, and you're part of this iconic place, it's just incredible.

(soft music) ♪ (narrator) With London's luxury hotels all looking to recover millions in revenue lost during the pandemic, the Savoy must be at the top of its game.

(Franck) It's a very challenging time, but at the same time, it is also the most rewarding when we are in the position to see our guests leaving the hotel with a big smile, full of memories of the Savoy.

(jazz music) (Thierry) Oh, my god, life is gorgeous, huh?

-Huh?

-Yeah.

(narrator) Once nicknamed the Second House of Lords, the Savoy Grill is over 100 years old.

-Cheers.

-Cheers.

-Cheers.

-Happy belated birthday.

(woman) Oh, thank you!

(Thierry) You walk around the room, almost every table, they're celebrating something.

-Are you red or are you white?

-I don't recall.

(Thierry) We can do a cocktail, a mix of white and red if you want, I mean, don't worry.

"Oh, we booked two years ago for our birthday," "Oh, we were meant to come and honeymoon to The Savoy Hotel."

Yes, I'm so sorry, but do you know what?

You're here now.

Let's celebrate.

Of course, everything's okay.

A glass of Champagne, the weather is amazing, and you are at Savoy Grill, ah?

Forget about yesterday.

Create memories.

Let's do what we couldn't do for the past two years.

Welcome!

Special occasion?

(woman) Anniversary and a special birthday, so-- (Thierry) Oh, happy birthday and congratulations!

(woman) We've stayed in some beautiful hotels.

As soon as you walk in that front door, you can feel the difference.

It's just that little bit extra special.

(Thierry) That table, if I may say, Princess Grace Kelly favorite table, favorite seat.

She wanted to be able to see everybody but also everybody to look at her.

(Ian) It's been a pipe dream -to stay here.

-Now it's reality.

(Ian) And she doesn't want to go home.

(laughing) Tastes beautiful.

(bright classical music) (narrator) Since reopening, every department in the hotel has been catering to the influx of guests arriving for special occasions.

-Good afternoon.

-Afternoon.

(Belinda) Been busier than ever, because everybody is coming to the Savoy to celebrate everything they haven't been able to do.

(piano music) ♪ (narrator) Each year, the Savoy florists spend over a quarter of a million pounds on flowers.

(Belinda) Not many hotels in London have their own in-house flower team still, so we're quite unique.

(narrator) Today, head florist Belinda has a celebration of her own.

♪ (Belinda) Hello, good morning!

How are you?

-Okay.

-Nice to see you.

(narrator) Florist Mary Kate is back after leaving the Savoy when it was forced to close during the pandemic.

-Welcome back!

-Oh, my god!

Having Mary Kate come back is brilliant.

Let's get you all suited and booted!

You've come back at the perfect time.

I love having a team, I love having banter with them and just kind of playing around, and I didn't have that for like seven months.

(Mary Kate) Oh.

(Belinda) Oh, my god.

It's like a flashback.

So what have you improved on since you started?

We do get on really well, but she did work other places while we were closed, so I need to change some of those habits into Savoy habits now.

We're back to five star.

So there's a little bit of coaching going on with her.

(narrator) The florists prepare around 20 bespoke bouquets each day for guests celebrating special occasions.

(Mary Kate) A man told me that pampas grass outside your house in the '80s or something or '70s -meant you were like a swinger.

-No.

-Yeah.

-Well, that's a bit worrying, my Nan had one outside her house.

(laughing) (majestic music) ♪ (doorman) So I know you weren't working here then, but 1905, there was a big party here.

It was called the gondola party, because they flooded the courtyard and they put a gondola boat on this flooded area, and the guests came to the party, went over a little bridge.

They brought the dessert out on a baby elephant.

Just brought the dessert out.

A dessert on a baby elephant?

Jesus, what a beautiful party it must've been, huh?

(upbeat music) (narrator) Since it opened in 1889, the Savoy has witnessed some extravagant and historic celebrations.

(applause) It was here at a wedding reception in 1946 that Chief Bridesmaid Princess Elizabeth was first pictured with her future husband, Prince Philip of Greece.

(man) Every day is wedding day.

(narrator) After the pandemic postponed over 260,000 nuptials across Britain... Let's just have a look and see how many we've got.

(narrator) ...the Savoy lost millions in wedding revenue.

(man) The interesting thing about the reopening is that we're fitting a year into half a year.

(narrator) Event Sales Director Jamie is one of the hotel's newest recruits.

Brides and grooms have been wanting to get married not just in 2021, but throughout 2020.

Weddings are happening Monday through till Sunday.

Breakfast, lunch, and dinnertime.

(mixed chatter) (woman) It's getting so busy now with weddings and, like, celebrations and everything happening.

-It's so nice, isn't it?

-I know, it is.

(woman) And it's gorgeous, like when you're seeing the bride coming through the doors and the dress and everyone's standing around in the lobby.

It's kind of like things getting back to normal now.

(bright music) (narrator) With more than 150 rival luxury wedding venues in Westminster alone, the Savoy offers 10 different sized function rooms for the couple's special day.

-Hello!

-Hello!

-Good to see you again!

-Good to see you, how are you?

-Yeah, fine, you okay?

-Craig and Annabel are here to finalize details of their upcoming wedding reception.

-How are you?

-Lovely to see you, how are you?

(Annabel) I'm really good!

I've planned a wedding since I was very little.

I knew exactly how I wanted to have my wedding.

(Jamie) Do you feel the buzz in the hotel?

It's all come back.

(Annabel) I have such a vision of how I wanted that venue to be, and I just want to get married here.

(Jamie) Back again.

(Annabel) Just knowing that we're gonna get married here is just incredible, I'm getting exci-- (laughing) (Jamie) I do this on purpose, you know that.

I know.

-I just like the reaction.

-It's amazing.

I love it so much, I really do.

(Craig) The fact that we'll have the Savoy to remember for the rest of our lives is gonna be-- it's gonna be amazing.

Where the layout's gonna be having all the smaller tables, I think that's gonna look really special.

(Jamie) The relationship that we build with that client, we do want that to be a relationship for life.

-Sorted?

-Yes, I'm happy.

-So happy.

-As long as you're happy... -So happy.

-...I'm happy.

It's clearly a business relationship.

-Thank you.

-Pleasure.

-Nice to see you.

-But it just goes beyond that.

-All right?

-Yes, I'm all right.

-Good.

-Lovely to see you.

-See you later.

-Take care.

(Annabel) Bye!

(orchestral music) (narrator) With Savoy weddings costing an average of £45,000, Jamie is always on hand to cater to every bride's whim.

(Jamie) Am I okay to come in?

I absolutely, categorically love my job.

Wow, you look amazing.

It's very much a choice career.

It almost chooses you as opposed to you choosing it.

So when you're ready, and only when you're ready, go out towards the car.

I don't think money comes into us getting the detail correct.

You could be spending £5,000 or you could be spending £85,000.

All good?

There's a huge emotional investment.

(wedding march playing) Phoebe?

Good luck.

♪ I feel like the luckiest person alive, 'cause I get to give away a bride every day.

She's off, she's gonna go get married.

They're very happy.

♪ (dramatic music) (narrator) Since the reopening of the hotel, there's been an influx of new staff who all need to be brought up to Savoy standards.

(man) How did your jacket get so wrinkled if it was pressed?

And there's a spot on your jacket, two to be precise.

We've got a lot of new team members.

If you knew that uniform wasn't looking right, that means you weren't in the right frame of mind.

-Yup.

-They may not have the Savoy-- I'm going to say "attitude," and you have to train people.

-Oh, am I interrupting?

-No!

Michael?

-Yes.

-I'm going to use your training, the love that I inputted into you and give some of this knowledge back.

Now, the number one thing, -was he correct for work today?

-No, do you know what?

Your tie could do with some pressing.

(Sean) Yeah.

It's not a blame culture.

For me, it's all about getting the person to feel confident, and that is where the training comes in.

-You look perfect.

-Yup.

-You know?

-Black socks.

-Black socks.

-Even black underwear actually.

(Sean) I don't need to know that.

That's too much information for me.

(orchestral music) ♪ (camera shutter clicking) ♪ -Thank you.

-You did well, sir.

(groom) Thank you.

(narrator) Event Sales Director Jamie is overseeing the final preparation for today's reception in the hotel's Princess Ida Suite.

(Jamie) This will need to go on here.

That needs to go in the Gondoliers -on that table.

-That table, the macarons.

-Yes.

-Is it going there?

(Jamie) Yes.

And the cake needs to go in the Gondoliers, and then I think we're good to go.

(cork popping) (narrator) The couple have requested a Champagne reception.

(cheering) Followed by a three-course meal and five lavish cakes.

(man) There is another cake in the fridge, which we need to leave it here.

Someone is coming to decorate the table.

-Okay, I'll bring it out.

-Cool.

(narrator) With three macaron towers costing £750, a bespoke baked strawberry tree, and the wedding cake, staff have their hands full.

(man) It is a bit stressful, you know?

And then it's very delicate, all these cakes.

♪ (Jamie) You haven't see the room, have you?

I think this is the time.

So the macarons are there.

(Jamie) There's something with laundry on it.

-Yeah.

-That's the one to go there.

Okay, fine.

(Phoebe) I haven't even seen the big one yet.

(Jamie) Yeah, it's gone in the other room.

(Phoebe) Lovely.

If we could just take one away.

(indistinct remarks) Okay.

(soft music) Just who I'm looking for.

The tower that you took into the Gondoliers is meant to go in the middle of the two macaron towers.

-So where is the cake?

-It must be downstairs.

It's gotta be.

♪ (playful music) ♪ (man) Magnello, do you know where the cake went for this wedding for the Gondoliers?

(Jamie) We will encounter situations that we aren't always in control of.

(man) Base to kitchen, okay, I need you to come up here-- (Jamie) Now.

This is a very challenging role, but challenge accepted.

The wedding cake is here, isn't it?

Yeah, the wedding cake's here, it's fine.

It's all good.

(inaudible) (mixed chatter) (man) It's coming now, it's coming now.

Yeah, it's coming up now.

(jazz music) (Jamie) I'm in the business of making people happy, so failure's not an option.

And what happens behind the scenes shouldn't have to involve or affect the bride and groom, we just have to make it happen.

Everything turned out to be fine, everything turned out to be okay.

We are all on track, and then we are back to the business.

♪ (mellow music) ♪ (mixed chatter) (sizzling) All right, that's going six and seven, Alfred.

♪ -Good evening.

-Good evening.

-How are you?

-Yeah, very well, thank you.

-Oh, yeah.

-So is it your first time here?

-Why are you laughing?

-The last time I came here, I got engaged, but not to him.

-Tell me, what happened?

-Just all went pear-shaped.

-Downhill, didn't it, really?

-Yeah.

-What'd you expect?

-And then I met this delight.

(Thierry) Okay.

So, okay, well.

Any question, please let me know!

(laughing) Guests come to Savoy Grill to celebrate, you know, their wedding anniversary or birthday, a lot of birthdays.

And also, guests come sometimes, and we had it few times, to celebrate their divorce.

♪ -Happy birthday!

-Oh, thank you!

I can see you're going to have to book a room tonight, you're going to have to stay!

Shopping tomorrow as well, huh?

(man) Thank you.

You're a regular here, aren't you?

At least I didn't do the awkward thing and go, "Remember when you and I came here?

And you're like, "No, that weren't me."

♪ (classical opera music) ♪ (Sean) This building dictates what type of service we give.

It's grandeur, it's luxury.

♪ My role is to make sure that we maintain those standards.

♪ (narrator) To make sure those standards don't slip, Sean has his eyes on new butler, Ollie.

(Sean) You're very lucky.

I'm going to be your shadow today.

I'm watching, observing.

It is like a military operation, because if you don't train, you won't be fit to do the job, and that's crucial.

I'll carry the fruit, shall I?

Let me be helpful today.

I'm not sitting here and telling you, "I am the best.

There's nobody like me."

We've all got flaws.

And it's good to learn from those things, particularly for training.

Right, we're going to go up to six.

What floor is this?

And what floor are we going to?

No, no, no, no, answer that question, 'cause I did that for a reason.

-I told you to go to 626.

-Yeah.

-And where am I taking you?

-The seventh floor.

(Sean) And you followed me.

So how'd you know I wasn't going somewhere else?

Hi, Belinda.

I'm going to tell you a little secret.

If I want something to hype something to a sense, I will walk into this room and I will slate it.

Why are you putting that bottle up there?

Put it over on the side.

It's a great way of heightening the senses for them to be extra careful for the rest of the day.

But get on with this.

I'm very carefully doing this.

Do you want to see me doing this?

Are you checking up on me?

(chuckling) I'm watching you today, not you watching me, by the way.

(Ollie) It's lovely working with Sean.

He's extremely direct, but actually he's just trying his hardest to get us to the level that it needs to be.

He's very strict, but we respect him a lot.

It's very quiet in here, isn't it?

(Ollie) Should I put the Classic FM on?

-Should you?

-Yeah, it should be on -on level five.

-Yeah.

We've all got weaknesses and we've all got strengths.

Well done, very good.

But it's actually gelling those two together that actually makes us the better people.

I like little projects, just to let you know.

And you're my large project, at the moment.

♪ (jazz music) (doorman) Welcome to you.

♪ It's nice to see people enjoying themselves again.

(doorman) Life is too short.

-Any excuse to celebrate.

-Yeah.

Take my missus, she'll celebrate anything, whether it's like Pancake Day, birthdays, anniversaries.

Any excuse to have a drink and have a bit of fun.

(doorman) Same with my wife.

She's told me since last year, it's our 15th anniversary this year.

-No excuses if you forget.

-Exactly, yeah.

(dramatic big band music) ♪ (man) Okay, we're going to start the briefing.

So good morning, everyone.

-Thank you.

-Good morning!

(man) Ah, I love it, I love it!

(narrator) First introduced to London society by the Duchess of Bedford in 1840, afternoon tea has been a tradition at the Savoy since it opened in 1889.

(man) Okay, so today, we have 187 booking.

For a lot of people, they coming for celebrating something very special, so we have to make sure that their time is wow.

Over 20 birthdays today.

We have two anniversaries and three special occasion.

How do we find out the special occasion?

Amazing, okay.

By engaging with the guests, more ability we'll have to do something specific to the guests and make their experience unique, okay?

What I'm looking at is to make sure that every single guest feels like royalty.

They feel like, "Okay, we went to the Savoy, and wow."

We have one honeymoon today, so extra attention.

Be pampering.

If you want to offer them a glass of Champagne, please feel free.

You all look very beautiful.

Couple of shoes to be polished, okay?

I want the name badge on every single one, big smile, and let's make a great service, okay?

Thank you very much!

(applause) (mellow piano music) ♪ To stand out from the competition, the Savoy offers guests a choice of more than 30 teas and infusions.

From its own breakfast blend to the latest trend, a Champagne style sparkling tea.

(Enzo) May I top up your tea, madam?

♪ I understand that not everyone is able to afford a Gucci Suite.

For those two hours, you can have a taste of luxury.

(narrator) Starting at £65 per person, guests are served a selection of finger sandwiches, homemade scones, and a variety of sweet pastries.

(waitress) Here's a little something for you.

Okay?

You're welcome!

Congratulations!

(Enzo) We have to make it very special.

People haven't been able to celebrate anniversary, birthday, engagement, and that's the reason why we have that many celebrations on a daily basis.

(piano playing "Happy Birthday") ♪ (Enzo) It is very similar to an orchestra.

Everyone knows where they will be performing to make sure that the show we're giving is nothing else than amazing.

♪ (glasses clinking) (applause) (upbeat piano music) ♪ -Sean's gonna show you up.

-Okay.

(Sean) Good afternoon, welcome to all of you.

If you'd like to follow me.

(narrator) Arriving for the start of her wedding celebrations is Annabel and her bridesmaids.

(Annabel) Tomorrow, I'm getting married.

And it's gonna be the best day ever and made even more special because I'm staying here tonight.

-Welcome to your London home!

-Thank you.

Oh, wow, wow.

-Beautiful.

-Your butler this afternoon -will be Oliver.

-I'm still shocked that you said the word "butler."

I'm still quite taken aback at that part, so...

I shall go get your hot chocolate and champagne, I'll be back in a few moments.

-Lovely having you!

-Thank you so much.

♪ Yeah.

Ollie speaking, good afternoon.

(narrator) This weekend, Sean has entrusted new butler Ollie to look after the wedding party for the entirety of their stay.

(Ollie) Of course.

Thank you very much, thanks.

-Thank you.

-Compared to Sean and the other butlers, I'm a very young and a very new butler.

It's obviously been challenging, but I'm enjoying it.

All right, let's go.

(narrator) The first task is to prepare the bridal party's afternoon tea to be served in their suite.

(Sean) Oliver!

How many people are having tea?

-Three of them.

-What's this for?

-For the child.

-You winding me up?

-No, there's three-- -One, two, three.

There's three adults, one child.

What kind of style are we serving here today?

Hospitality is a profession.

Not something you jump in because you're in between jobs, and I want people to see that for the future.

Good afternoon, it's Sean, your butler.

-May I come in?

-Course you can!

(Sean) Thank you very much!

(string music) -And this is Ollie.

-I've met Ollie.

He's very friendly, we like Ollie.

-You do?

-We do.

(Sean) Well, I'm not sure if I like him.

(Annabel) Oh, he wants to test ya!

Thank you very much, thank you.

(Sean) And if you need us, just dial zero, and we'll come running.

I don't know if I'll send him, because he might not come back to me, that's the only problem!

-See you later.

-Thanks so much!

-Thank you.

-Thank you.

(teacups clinking) (Sean) Very good!

Good for you.

(upbeat music) (Ollie) This is Ollie, good afternoon.

(narrator) As well as Annabel's bridal party, new butler Ollie is looking after guests across 37 suites.

(Ollie) Is it champagne?

Okay, thanks so much, thanks.

So that's one of our guests, they got married two days ago, and they've been staying in the hotel and drinking quite a lot, celebrating their marriage.

So busy Sunday morning, we've had over 750 individual guests that were in the hotel last night.

There's 25 people coming for drinks and canapés in the Royal Suite.

The wedding and all of our other guests that are in house as well, so this is a lot going on for two butlers.

But we do love it and, you know, it's why we love our job.

If it goes according to plan.

Today it will do.

♪ (glasses clattering) ... hell.

Oh, no.

♪ Oh.

It's actually smashed as well.

All right.

♪ (orchestral music) ♪ (doorman) Good afternoon, welcome to the Savoy.

♪ (Enzo) The folds has to be in between the legs, okay?

(narrator) In the Thames foyer, Enzo is briefing his team on the hotel's exacting standards.

(Enzo) The royal family used to take afternoon tea at 3:20.

The handle of the saucer is showing 3 P.M., and the spoon show you 3:20, okay?

(Enzo) To me, it's very natural to try to please my guests.

The glasses, same thing, okay?

Details.

It's not only what you love on the plate, what you love in the glass, which is also what you as a person you can bring to the guests.

Have a good service!

(woman) Woo!

(bright string music) ♪ (doorman) Good afternoon!

Welcome to the Savoy.

Good afternoon.

Afternoon to you, just down the stairs in the Thames Foyer, please, ladies.

♪ (narrator) In a fiercely competitive industry, the Savoy's luxurious service earns them the title of Harden's 2021 Best Afternoon Tea.

(host) There is any special occasion for you to-- -Wedding anniversary.

-Yes, yeah.

-How many years together?

-Fifteen.

(host) Wow, amazing!

(woman) Uh, I just have to choose between the traditional or the traditional high tea.

(host) We will start with the selection of sandwiches, and then go through all the pastries, scones, and cakes.

She's savory, I'm sweet.

What are we gonna do?

You should start with the champagne then!

(man) Ah, well, there we go.

Lovely, thank you.

(upbeat music) (narrator) The hotel offers guests a dizzying array of more than 20 different types of sandwich.

(woman) People might think that making sandwiches is just putting ingredients in between two slabs of bread, but there's a lot more to it.

Each slab gives us about 10 portions of sandwiches.

We've got four different types of bread, and then we have different fillings for each sandwich.

(narrator) Cut two fingers thick, the hotel's crustless sandwiches are produced using specially shaped loaves.

I would say we do about 2,000 every day.

Oh, I've never thought about it like that before, ooh!

That's a lot of sandwiches.

We have to keep up with the pace and we have to make sure the standard and the quality is still at the highest that it can be.

(dramatic music) ♪ Have to taste it to make sure it's sexy like me.

♪ (man) Cheers.

Happy belated anniversary.

People have had to come back and celebrate occasions that they may have missed during the pandemic and during the lockdown.

(soft music) We're finding, like, our weekdays now are like what a Saturday used to be like.

So it makes the busy slightly busier.

So this is where everybody's hard work comes together on the plate.

Okay.

-Thank you.

-Thank you.

(inaudible).

♪ (waitress) This is our selection of traditional sandwiches.

-Hope you enjoy it.

-Lovely, thank you.

(woman) Thank you very much!

♪ (man) It's nice.

♪ (soft string music) ♪ (Jamie) Look at you!

You look fabulous.

(narrator) Upstairs on the fourth floor... -Let's do it.

-Let's do it.

I can't wait for my Beef Wellington, if I'm honest.

I'm hungry already.

(narrator) Event Sales Director Jamie is escorting bride Annabel to her waiting car.

(Jamie) How are you feeling?

-Feel all right!

-Good.

My favorite event is definitely a wedding.

You kind of feel like you're sending her off, which is always a very special moment.

So someone takes your veil and I will take your hand.

-Thank you.

-Yeah.

The love that we give is what makes our guests come back for more.

(orchestral music) ♪ The bride gave me her chewing gum.

The things we do, eh?

(gagging noises) ♪ (upbeat music) Just keep this on and I'll just down and get the rest in the fridge.

(narrator) While Annabel and Craig marry, prep is underway for the guests' main course, Beef Wellington.

(chef) Today, we have one wedding.

It's the last wedding of this week.

We've done four this weekend, which is a bit bizarre.

We've actually had a good day, nice day, celebration.

(man) Let me ask the guy how long will be the speech, yeah?

(Darren) I'm sticking to that exact timing.

(laughing) (narrator) Legend has it that Beef Wellington was invented to celebrate victory over Napoleon in the Battle of Waterloo.

Its flaky puff pastry requires military timing to perfect.

(Darren) To cook Beef Wellington, it needs to cook for a certain period of time, which, for the big Wellington we do, takes around 40 minutes, and then we need to rest it for at least 15 minutes.

Then if it rests for too long, then it overcooks.

If it's not rested for long enough, then it's just not as tender in the way it should be if you don't have enough resting, so timings are quite critical.

(orchestral music) ♪ (narrator) As the newly weds return... -Okay, good.

-...Ollie is on standby to cater to the couple's needs.

(man) Ladies and gentlemen, the new Mr. and Mrs. Murphy!

(cheering and applause) (Ollie) Right, I've got to get the groom's speech.

(playful music) ♪ They said the speech was in this bag.

♪ Boxers.

Aftershaves.

(indistinct remarks) Speech.

Right, amazing, we've got the speech.

We'll have to be quick on this one.

♪ (alarm beeping) Not again.

(man) Not like we're in a bloody rush!

(Ollie) We're stuck in the lift and we need to get to a guest quite quickly, to be honest.

(man) Okay, what floor are you on?

(Ollie) Floor seven.

It's not like they're getting married today or anything, all these stranger people are waiting for them.

♪ ... hell, it's coming.

It's coming now.

(grunting) .... ♪ (sighing) ♪ We've been trapped in the lift for at least 20 minutes.

We've tried e-- Thank god for that, thank you!

♪ -Ollie!

-Hey!

♪ (indistinct remarks) Perfect.

(jazz music) (Craig) Thank you so much to everyone for coming tonight.

(narrator) With the wedding speeches well underway... (Craig) Thank you for raising this wonderful woman.

You're both wonderful parents and I love you both very much.

(narrator) In the kitchen, the Beef Wellington is cooking, and the guests' starters are ready to be served.

(waitress) Okay, yeah, copy.

Do you know how long the speech is going to be?

(woman) Two minutes to go.

Really, do you think it's going to be over in two minutes?

(woman) I don't know, but I'll meet you when the speeches are over.

-Copy.

-I mean, five minutes, I could play with, but if we're getting up to like 10 minutes-- (waitress) Then it's too much, yeah.

After much gentle persuasion, this beautiful woman over here agreed to finally go on a date with me.

(waitress) Is there any way you could talk to the toastmaster, or he doesn't know either?

(Darren) We're about five minutes over right now, so I'm hoping it's not too much longer.

Okay, yeah, let me know.

(Craig) It could have, however, been so very different.

My advance was shunned with the same contempt that the calamari was shunned while at the restaurant.

Do you serve discreetly and interrupt the speech or do you just wait, potentially overcook the beef?

I'm not overcooking the beef, it can't happen.

So it's just a tough call.

We can't tell the guy to sit down.

It's a wedding, he's obviously got a lot to say, it's a very important day and a very special day, but I want it to be perfect and as planned.

(Craig) I would love to say that I give something back to my relationship with Spencer, but all I could really think of was being a bit of an agony aunt, listening to him moaning about Eric Dier and most of the other Spurs players about how bad they are.

(Darren) Why is this taking so long?

(radio chatter) -All right, let's go, Penny.

-Yeah, let's go.

Copy, I've sent top table and table one.

(upbeat music) ♪ (waitress) Seven, eight normal, and that's it.

That's the fastest service I've seen.

-Thank you.

-You're welcome.

The seven or eight minutes that just happened there, delay, felt around half an hour.

(mixed chatter) (Darren) Everything is just on time, everything happens just the way it's supposed to, so I'm not stressed.

-Hello, hello, hello!

-Hi!

(narrator) This morning, Jamie is meeting Vassia and Piero to finalize details of their upcoming wedding... -Lovely to see you.

-Great to see you.

(narrator) ...for nearly 200 guests.

(Vassia) It's a big number, but traditionally, Greek weddings can be a lot bigger.

(Jamie) I'm privileged to have seen some absolutely incredible weddings where there's been a huge financial investment.

The larger scale weddings have gone into the hundreds of thousands of pounds.

-Look at the chandeliers.

-It's very lovely.

This is exactly how I remember it.

-Can you visualize it here?

-Yeah, -so head table up there.

-Stage, dance floor.

(narrator) First opened in 1910, the Lancaster Ballroom retains much of its original Edwardian decor.

(man) Please, take a seat!

(narrator) The couple are here to make final decisions on their wedding menu.

(Piero) I usually go for the walking in Westfield, see a really pretty girl and approach her.

Vassia's probably a little bit more honest than I am, so-- (Vassia) Yeah, we met on Tinder.

Mm, that's really good.

(Piero) Love at first swipe, as they say.

(Vassia) It was.

-Thank you.

-Pleasure.

(Piero) My dad passed away beginning of this year.

It is upsetting, but I know he's gonna be here.

-Yeah.

-He will.

He'll definitely be here in spirit.

How many people on the top table?

(Piero) There'll be six places, but there will be five seated.

(Jamie) I understand.

(narrator) In a competitive wedding market, the hotel must deliver an individual service -to each guest.

-Luxury is very personal to a client.

We are in a very luxurious surrounding.

The hotel is a luxury product.

-Really good.

-Mhm.

(Jamie) It's tuning into what that means per client.

So we have the scallops followed by the Aberdeen beef fillet, and the crème brulée.

-Sorted.

-Sounds good.

-Sounds great.

-Awesome!

(jazzy piano music) (whistling) (tires screeching) (doorman) All the best to you!

Bye-bye!

You're going to Euston Station, yeah?

We'll see you again!

♪ (Craig) Ooh, dum, dum, dum, dum, dum!

(narrator) This morning, newlyweds Craig and Annabel are checking out after celebrating their special day.

(Annabel) The Savoy really lived up to my expectation and actually went over.

(girl) Ollie!

(Annabel) Ah, here he is!

-Congratulations!

-Thank you!

-Ollie the butler.

-Oh, Ollie the butler.

(Craig) Every year on our anniversary, we're here.

(Annabel) Yeah, and we've already requested you.

-Amazing.

-We have.

(Craig) It was unbelievable.

You, like, really made it so special, I'm really grateful.

(Annabel) Thank you for everything, Oliver, you've been amazing.

-Thank you so much.

-Cheers!

(Ollie) Bye, Lily, well done.

(Annabel) I think Lily wants a butler at home.

-Thank you again, take care!

-Bye, Ollie!

Except we can't take Ollie home with us.

So she would love a butler, but yeah, she's definitely got a feel for the high life now.

♪ (upbeat music) (narrator) Downstairs, the Lancaster Ballroom is being transformed for Vassia and Piero's lavish Greek wedding.

♪ (Darren) I'd love a big wedding.

I think I'd be a bit of a bridezilla, though, honestly.

But you kind of need to find somebody first, don't you?

(narrator) With just hours until almost 200 guests arrive, Jamie's overseeing the finishing touches.

(Jamie) If you just walked in here, not knowing what was going on, you'd be like, "What?"

But actually it's that coming together of everybody, everyone pulling everything together.

There's that expectation of us delivering that perfect Savoy wedding.

I suppose it is a bit about being the glue that holds everything together.

♪ "Excitement" is my word.

Not nerves.

(fanfare music) (Sean) Now, Barbara, what would you call that tray?

My legacy is to actually give the knowledge that I have, and I want to instill that in the next generation.

-This is a message tray.

-Message tray, so when we deliver, like, letters and things?

Exactly.

♪ (narrator) Upstairs in the Butler's Pantry, Sean is preparing another of his new recruits, Daniel, for his Savoy first.

(Sean) A round tray is going to be nicer, but can you make sure that it's polished?

(narrator) A proposal in the Embankment Gardens.

(Sean) I have a very bright tie that I'm going to lend you.

I think it's going to brighten you up a little bit.

Training is one of my passions in life.

Never assume that she is going to say yes, by the way.

I had somebody who had spent £5,000 on flowers, and she said no.

Don't ever assume.

You know, I want to make sure that the people behind me are trained well.

I'm hoping they're aiming for my job, and I want him to get to that standard.

(mellow music) ♪ (woman) Oh, my god!

-Oh, my god!

-Will you marry me?

-Yes!

-Here you go.

-Congratulations.

-Thank you.

-No problem.

-I have got a new team, and I see them just coming in to play.

(Daniel) Three, two, one.

I feel the labors of my work, I'm seeing the fruits growing now.

♪ (soft traditional music) ♪ -Ready for the wedding.

-The wedding.

-Yes.

-Are they gonna smash plates?

And are they gonna be our plates that they smash?

I feel like it could be pretty expensive for us to host a wedding.

It's just, you know, we're trying to make revenue here and smashing our own plates-- -It depends on what you charge.

-That's true.

Do you think there's a plate smashing fee?

(man) Yeah.

(narrator) Each year, Britain spends an estimated £9.4 billion on the wedding day alone.

♪ Today, an army of more than 50 hotel staff are required to run Vassia and Piero's lavish reception.

-It's time to enjoy yourselves.

-I know, I know.

-We've waited to long.

-Absolutely.

(Vassia) We can't wait to get married and start our lives together.

-I love you, I mean-- -Aw, I love you too!

(Piero) There will be tears for sure, and as you're aware my dad can't be with us, we'll celebrate him being here as well.

We'll have a picture of him on the table, his favorite drink on the table.

So as long as that's there, I know that he'll be present.

(Vassia) Yeah.

(Jamie) Is the whiskey on the table?

(man) The whiskey is definitely on the table.

(Jamie) Okay, and it's not to be moved.

-We'll guard it with our lives.

-Guard it, make sure nobody drinks it as well, please.

-No.

-It must stay there all night.

Piero's late father drank Macallan Whisky, and there's a huge amount of sentiment attached just to that one glass of whiskey.

So it's really important that we keep an eye on it, that it stays there all night.

(mixed chatter) (man) Ladies and gentlemen, good evening!

If I could kindly ask everybody to please start making their way downstairs to the ballroom.

Thank you very much.

(narrator) The time has come for the newlyweds to greet their friends and family.

(Jamie) It's just about allowing them to think about all of the emotion and remember the day we walked into Lancaster Ballroom at the Savoy.

(Piero) Woo!

On the day of our wedding.

(cheering and applause) (upbeat traditional music) ♪ To be part of something that, in most people's lives, is a milestone, you just can't help but be so emotionally invested.

♪ To actually be there to see it happen, to see that joy, it's very special.

♪ (cheering and applause) (dramatic music) ♪ (Franck) There is something unique about the Savoy that you very rarely find in other hotels.

These walls have seen normal people celebrating something extraordinary, some extraordinary people just being normal.

♪ (Sean) We're a hotel that turns moments into memories for people.

And, you know, they're lasting.

(Franck) For anyone to come and discover the magic that happens when you cross those doors, it feels special.

(Thierry) Guests are so jolly, you can see they're smiling, they're happy to be there.

We are salesmen of pleasure.

We are here to bring pleasure on the table as an amazing plate of food, as a good glass of wine.

♪ We are a theatrical hotel, we are built on theater.

And it's part of a show, and that's what good service is all about.

♪ (majestic music) ♪ (bright music)