The Hotel

S04:E04 - S04: E04 - Customer Service

It’s the half way point for hapless hotelier turned entertainments manager Mark Jenkins and his five week mission to bring holiday sparkle to Torquay’s struggling Cavendish Hotel. Whilst he’s already transformed the entertainment on offer with his special events like Scottish Night, Mark’s convinced there’s something else crying out for an upgrade: customer service. “If they don’t get customer service right in this hotel they won’t have a hotel” he says. Thanks to the power of Tripadvisor, “these days the review is king, guests can go on the internet and moan from Torquay to Turkey”. And moan about the Cavendish they do but Mark’s convinced the only way to improve the hotel’s rating is with 5 star service, starting in the hotel dining room. Tackling the restaurant however means taking on acerbic headwaiter Paul who, after 30 years experience in the business has developed his own unique brand of hospitality. “I’ve already made one child cry this morning, that’s not bad going” he boasts. “Why would I change? That’s my personality!” So what hope has Mark got to alter Paul’s ways in just a few short weeks? It’s going to be an equally tall order impressing guest Ryan who’s brought girlfriend Kelly back to Torquay to celebrate their engagement. Kelly used to work in customer service and admits “Whenever I check in I have actually got my professional hat on and am looking for certain things”. Within 24 hours the couple have noted and photographed broken tiles, dead flies, stained carpets, insisted on a new mattress after sleeping in a deckchair for the night - and taken umbrage at headwaiter Paul’s banter. Perhaps Mark stands more chance with the Ryan family also staying this week. Trying out his new strategy to cut complaints by “checking out the guests before they check in”, Mark googles the Ryan’s home address and noting their impressive detached four bedroom house decides a free upgrade is in order. Once Mark finds out dad Matt is a three times Olympic gold medalist, he goes all out because “if we can impress them we can impress anyone” but what chance has he got to convince owners and staff they must change in order to turn the hotel into a winner?