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All over the world,
there are remarkable hotels,
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born of a bold vision and daring endeavor.
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Oh, my goodness, look at that!
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00:00:18,560 --> 00:00:20,760
Whether it's an epic
structure housing a skypark,
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00:00:20,840 --> 00:00:23,000
the length of the Eiffel Tower…
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This is definitely
the biggest space I've ever been inside.
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{\an8}…or a glass box
perched in the cloud forest.
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Look at that view.
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They're all products of innovation,
creativity and hard graft.
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The people running these hotels strive
to create the perfect sanctuary.
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But what does it take
to offer once in a lifetime experiences
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00:00:50,160 --> 00:00:51,520
in stunning locations?
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00:00:52,120 --> 00:00:55,680
To build a hotel in a place
like this, everybody thinks I'm crazy.
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In total, we have
about 160,000 pieces of uniforms.
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00:01:01,200 --> 00:01:02,560
Oh, my word.
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I'm a restaurant writer,
newspaper columnist and critic.
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I have opinions on just about everything.
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What a mad place to build a hotel.
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It feels like Scott of the Antarctic.
And it did not end well for him.
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And I'm a chef who has worked
at the top end of the hospitality industry
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for well over 20 years.
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How many opportunities do you get
to cook breakfast
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with elephants and giraffes?
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We'll travel to amazing hotels
in every corner of the world.
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To spend time getting to know
the people working away behind the scenes.
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When did you last
have a full night's sleep?
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I don't remember.
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-Really?
-Yes.
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-Hooray!
-Yeah!
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You're the engineer,
you're like Scotty in Star Trek.
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Precisely, I've been called that.
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Join us, as we venture inside…
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…the world's most extraordinary hotels.
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Singapore, a bustling city state
in the heart of South East Asia.
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Located on a tiny island
just off the tip of Malaysia.
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This place takes
urbanization to its extreme.
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Ancient temples are dwarfed
by towering modern skyscrapers.
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Singapore has long
been considered a stopover point,
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rather than a destination,
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But this might soon be about to change.
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Thanks in part to one of the most
ambitious hotels in the world…
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…Marina Bay Sands.
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Wow, I mean that's really extraordinary.
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00:03:01,960 --> 00:03:04,280
It just looks like
the 22nd century Stonehenge
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with a spaceship on the top.
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Three towers soar to 200 meters,
supporting a futuristic garden in the sky.
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all at a cost of over £3,5 billion.
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00:03:20,600 --> 00:03:23,640
It looks like Noah's Ark.
That has been stranded
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by the subsiding of the flood waters
on top of three massive skyscrapers.
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00:03:29,720 --> 00:03:33,720
And it's inside this colossal structure
that we will be put to work.
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00:03:40,280 --> 00:03:44,400
You feel like you're in a modern cathedral
having to always look up and admire.
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00:03:46,320 --> 00:03:49,480
I think this is definitely
the biggest space I've ever been inside.
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00:03:50,920 --> 00:03:55,480
It's just extraordinary. It's like
a giant greenhouse for growing people.
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00:03:59,160 --> 00:04:00,960
This is architecture for giants.
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The space is filled with the works
of famous sculptors like Antony Gormley,
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00:04:08,960 --> 00:04:11,240
as if this was
some Gargantuan art gallery.
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00:04:13,240 --> 00:04:14,680
And it's a little intimidating.
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00:04:16,880 --> 00:04:18,320
I have no sense of whether,
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where the reception or how I check-in,
or how they'll know who I am?
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00:04:21,720 --> 00:04:23,760
Do I just go and say,
"Hello, it's Mr. Coren".
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00:04:23,840 --> 00:04:25,840
And they go,
"Ah, yes, or is it?", it's very.
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Are these the rooms? Is that
the walkway? Is that how you get around?
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00:04:32,520 --> 00:04:35,200
So I've only been here
for 15 minutes, and I'm already lost.
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This hotel aims to blow your mind.
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00:04:39,480 --> 00:04:42,720
And ensure that your
every consumer whim is catered for.
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Under one roof
there are over 60 restaurants.
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Yes, 60. Catering for up to
40 million visitors a year.
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Which means you can eat cuisine
from pretty much anywhere
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00:04:54,880 --> 00:04:56,680
in the world at any time.
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00:04:56,760 --> 00:04:59,040
There are flashy boutiques
for shopping addicts.
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00:05:00,600 --> 00:05:04,360
And a museum showing exhibitionson everything from the Titanic
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to impressionist painters.
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00:05:08,080 --> 00:05:11,600
It's home to two theaters
with combined seating for nearly 4,000.
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00:05:13,480 --> 00:05:18,120
And for gambling junkies, there's one of
the biggest casinos in South East Asia.
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00:05:24,080 --> 00:05:26,560
But before we plunge into hotel life,
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we've been told,
there's a spectacular showpiece.
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That is as long as the Eiffel Tower
is tall, up in the sky.
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00:05:42,400 --> 00:05:45,040
Look at that view.
It's just extraordinary.
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00:05:47,560 --> 00:05:49,960
It looks as though
they're going to swim off the edge.
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00:05:51,000 --> 00:05:53,920
That's just weird. That's just so strange.
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00:05:56,760 --> 00:05:59,640
In Gulliver's Travels,
one of the less known travels was Laputa.
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The floating island.
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00:06:00,760 --> 00:06:04,000
A thing that he imagined was the craziest
thing you could possibly have.
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00:06:04,080 --> 00:06:05,320
And here we are in Laputa.
85
00:06:06,920 --> 00:06:09,840
This is the longest elevated
infinity pool in the world.
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00:06:10,960 --> 00:06:13,560
It's like the length of
three Olympic swimming pools.
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00:06:15,280 --> 00:06:18,480
Wow, how much does
that water weigh on top of this building?
88
00:06:18,960 --> 00:06:20,080
Oh, my word.
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00:06:20,160 --> 00:06:22,480
There's a thing that I read.
I can't remember where.
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00:06:22,560 --> 00:06:25,640
About the jacks that they have
under the hotel to keep it level.
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00:06:25,720 --> 00:06:28,200
Because obviously,
it's so high that if it tilts
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the teeniest bit off its axis,
all the water empties out into the city.
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To be exact, over 500 jacks
precisely regulate the level of the pool.
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00:06:37,960 --> 00:06:41,040
Stabilizing over a thousand
tons of water on a windy day.
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00:06:43,760 --> 00:06:46,440
It's just a complete
reinvention of what a swimming pool is.
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It used to be a place that you just
dunked into, to get cold on a hot holiday.
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Now, it's a thing
that expands to infinity over
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the edge of a 57 storey hotel.
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00:06:54,920 --> 00:06:56,760
With a view of a financial district,
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00:06:56,840 --> 00:07:00,960
of one of the giant Asian economic tigers
and it's just an extraordinary thing.
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00:07:08,400 --> 00:07:12,440
Giles and I are going to join the nine
and half a thousand people that work here.
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But first I'm collecting my uniforms
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for the various departments
we'll be working in.
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-Hello Helen.
-Hi Monica.
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-Hi, how are you?
-Good, welcome to the wardrobe.
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-Oh, wardrobe? I like this wardrobe.
-Yes.
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This wardrobe is one of the most
hi-tech uniform departments in the world.
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The Singaporean, with the finger
on the technological pulse is Helen Tan.
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Who's been the mistress of the wardrobe
since the hotel opened in 2010.
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-Yes, Mr. Handsome.
-Yeah, I want to take a look.
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-Yeah.
-Yeah, there is somebody in here.
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It looks good.
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They look professional with our uniform
and we want them to look nice.
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00:08:05,120 --> 00:08:08,600
If it's not okay, we will do
some alteration for you over this side.
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00:08:08,680 --> 00:08:11,720
-A little bit. It'll make you look nicer.
-Sexier.
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00:08:15,160 --> 00:08:18,160
Helen's devotion
to making sure all staffs look their best,
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means she's rarely off duty.
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If I see somebody wearing a uniform
that is not in good condition,
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or doesn't fit well, I will tell them,
"Can you please come and get it changed?"
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00:08:31,040 --> 00:08:35,480
-So in total, we have 18 conveyors.
-Eighteen of these?
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00:08:35,559 --> 00:08:41,159
Yes, 18 of these with.
For every conveyor, we have 620 slots.
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This means that we can accommodate
620 team members' uniform.
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-And you've got 18 of them?
-Yes.
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00:08:49,720 --> 00:08:53,760
In total, we have about
160,000 pieces of uniform,
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with approximately 600 different designs.
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The math is making me dizzy.
160,000 items of uniform?
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00:09:01,360 --> 00:09:02,360
Yes.
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00:09:03,280 --> 00:09:06,640
And to keep track of all these pieces,
a cunning piece of kit.
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00:09:08,040 --> 00:09:11,640
We are actually using
these RFIB chips for all the uniforms.
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00:09:13,040 --> 00:09:14,880
-You put that in all the uniforms?
-Yes.
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00:09:14,960 --> 00:09:17,520
-And you can trace it anywhere?
-Exactly, yeah.
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00:09:17,600 --> 00:09:19,840
Can I get one of these
for my daughter's clothing?
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00:09:23,520 --> 00:09:27,200
With Helen's help, I'm putting together
housekeeping and butlers' outfits,
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00:09:27,280 --> 00:09:28,600
and of course, chefs' whites.
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00:09:28,680 --> 00:09:32,080
All clothing Giles and I will need,
as we get stuck into hotel life.
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00:09:33,120 --> 00:09:35,760
-I have the shirts for you.
-For me?
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00:09:36,680 --> 00:09:40,320
But how do the over 9,000 staffs
collect the uniforms every day
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00:09:40,400 --> 00:09:42,160
without it turning into a scrum?
139
00:09:42,240 --> 00:09:44,720
Simple, computerized self-service.
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So what you have to do
is just you scan this.
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Tap this on here.
You can see "Processing request."
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Logging in with your
unique code tells computers to transport
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00:10:00,880 --> 00:10:02,320
your personal bag to your door.
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00:10:03,880 --> 00:10:08,160
-"Please open door and retrieve items."
-Yes.
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00:10:09,720 --> 00:10:11,040
-Can I see?
-And it's there!
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That is your bag.
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00:10:13,120 --> 00:10:15,880
-The grey one?
-Yes, so you can take out that uniform.
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00:10:18,240 --> 00:10:21,480
Can you imagine having a wardrobe
system like this at home?
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00:10:22,760 --> 00:10:24,000
It's a dream.
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00:10:24,600 --> 00:10:26,840
Right. Next stop for me is the kitchen.
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00:10:33,280 --> 00:10:36,480
The commander in chief
in charge of this army of staffs,
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00:10:36,560 --> 00:10:38,800
is President and CEO, George Tanasijevich.
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00:10:39,320 --> 00:10:41,600
He's been with Marina Bay Sands
from the beginning,
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when the hotel was commissioned
as part of the government's drive.
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To triple the income
from tourists over a ten year period.
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George is affectionately
known as, "Employee Number One".
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00:10:52,080 --> 00:10:53,200
And he's very tall.
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Do all these people around us have no idea
that you're Employee Number One?
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00:10:58,120 --> 00:11:00,960
I guess not.
They don't need to know that though.
160
00:11:01,040 --> 00:11:05,800
I suppose they don't. But it must cross
their minds, "Who's behind all this?".
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00:11:06,480 --> 00:11:08,680
Probably, but I think,
they're more focused all
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the exciting attractions and amenities
that we have here for them to enjoy.
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Marina Bay Sands opened in 2010.
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For George filling the two
and a half thousand hotel rooms every day
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is the top priority
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00:11:21,440 --> 00:11:25,040
And the star attraction for visitors
seem to be the swimming pool in the sky.
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00:11:25,120 --> 00:11:27,200
Some people think it looks like a ship.
168
00:11:27,280 --> 00:11:29,840
Some people think
it looks like a surfboard.
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00:11:29,920 --> 00:11:31,640
But, it's a great concept.
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00:11:31,720 --> 00:11:34,120
And it literally draws
millions of people a year.
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Even if you're not staying in the hotel,
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you can book a table
at the restaurants that are up there.
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This may be a triumph
of architectural design,
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00:11:42,040 --> 00:11:44,960
but George knows it's the power
of social technology.
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That's putting
the pool on the world stage.
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00:11:48,040 --> 00:11:50,680
People bring their cell phones
and they take their selfies.
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00:11:50,760 --> 00:11:53,320
It's not really for swimming.
It's for selfies, isn't it?
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00:11:53,880 --> 00:11:56,280
It just seems that
this was built round about the time
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00:11:56,360 --> 00:11:59,040
that Instagram was starting.
I'm sure it was a coincidence.
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00:11:59,120 --> 00:12:00,760
But it's amazing, free advertising.
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00:12:00,840 --> 00:12:02,480
-Yeah
-Everybody wants a selfie.
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00:12:02,560 --> 00:12:05,920
Most hotels have to pay bloggers
to take selfies.
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00:12:06,000 --> 00:12:08,520
You just get millions
of Instagram hits every day.
184
00:12:08,600 --> 00:12:11,800
Well, that's true. We've been able
to attract a lot of media attention.
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00:12:11,880 --> 00:12:16,840
And get the word out throughout the globe,
that Singapore is a great place to travel.
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00:12:18,800 --> 00:12:22,120
The hotel accommodates
more than 1,000,000 guests a year.
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00:12:22,200 --> 00:12:25,880
And depending on your budget,
there's an array of rooms to choose from.
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00:12:26,680 --> 00:12:30,640
The cost of a basic room at the hotel
starts at around £300 a night.
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00:12:31,440 --> 00:12:33,240
And if you'd like to go presidential,
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00:12:33,320 --> 00:12:35,560
you're not getting
much change out of £10,000.
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This gets you two lounges, three bedrooms,
a gym, a sauna, and even a karaoke room.
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A feng shui master
was involved in the design
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00:12:47,120 --> 00:12:50,520
to help harness positive
energy flowing through the rooms.
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00:12:52,120 --> 00:12:56,560
Suites like this one, even come
with their own dedicated 24-hour butler
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00:12:56,640 --> 00:12:59,720
providing services ranging
from the delivery of gourmet food
196
00:12:59,800 --> 00:13:00,800
to personal shopping.
197
00:13:06,440 --> 00:13:08,560
I'm off to be suited up
for a butlering job.
198
00:13:09,720 --> 00:13:12,600
But they've clearly got
some issues in the measuring department.
199
00:13:16,280 --> 00:13:20,960
I know, I look amazing.
I mean, basically, I can wear anything.
200
00:13:22,000 --> 00:13:25,080
It's just like a sort of giant schoolboy.
It's like Tom Hanks in Big.
201
00:13:25,160 --> 00:13:28,200
I've just bloop overnight
and look at the cut of these trousers.
202
00:13:28,280 --> 00:13:31,160
This the kind of thing
you get your mom to narrow.
203
00:13:31,240 --> 00:13:34,120
So it's a quick stop off
with Helen for adjustments.
204
00:13:34,200 --> 00:13:35,200
-Hi.
-So how do I look?
205
00:13:36,960 --> 00:13:39,880
How does the uniform fits you?
Are you comfortable with this?
206
00:13:39,960 --> 00:13:42,120
I think I'm comfortable.
Does this look right?
207
00:13:42,200 --> 00:13:43,320
-Yes.
-Do I look smart?
208
00:13:43,400 --> 00:13:45,280
-You look very handsome.
-Do I?
209
00:13:45,360 --> 00:13:46,720
-Yes.
-Oh, thank you very much.
210
00:13:46,800 --> 00:13:47,880
You look very nice too.
211
00:13:47,960 --> 00:13:50,560
But we may need
to some a little adjustment on the sleeve.
212
00:13:50,640 --> 00:13:53,320
-My tailor has arrived. Hello
-Yes, your tailor is here.
213
00:13:53,920 --> 00:13:57,040
Helen refuses to let a single
item of clothing leave her domain,
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00:13:57,120 --> 00:13:58,320
without it being perfect.
215
00:13:59,120 --> 00:14:02,760
Her tailoring team are constantly fixing
and adjusting the thousands of uniforms.
216
00:14:04,080 --> 00:14:07,880
Is there anything you can?
The trouser's a bit bell-end, as it were.
217
00:14:07,960 --> 00:14:10,280
I mean, the bell-bottom
is what I was trying to say.
218
00:14:10,360 --> 00:14:13,680
We can do some alterations for you.
We'll take in a little bit.
219
00:14:13,760 --> 00:14:17,800
-Does my bum look big?
-Oh, yeah. No, it's okay.
220
00:14:17,880 --> 00:14:20,800
No? It's okay, is it good?
That's the main thing.
221
00:14:22,520 --> 00:14:26,000
But how do you go about providing
an intimate VIP guest experience,
222
00:14:26,080 --> 00:14:28,440
if your hotel is the size of a small city?
223
00:14:29,560 --> 00:14:32,280
I'm about to find out
from the head butler Jeremy Chee.
224
00:14:35,200 --> 00:14:38,760
So the day normally starts,
when a lot of our guests are still asleep.
225
00:14:39,640 --> 00:14:41,880
We rush to set all the vacant rooms.
226
00:14:41,960 --> 00:14:44,440
They're asleep because
they were up late on the tables?
227
00:14:44,520 --> 00:14:48,400
Yeah, and they start
to probably be up at about 9:30.
228
00:14:48,480 --> 00:14:51,080
Waking up with a hangover,
how much did I lose last night?
229
00:14:51,160 --> 00:14:54,120
Oh my God,
10,000,000, I think I'll shoot the butler.
230
00:14:56,160 --> 00:14:59,440
Jeremy leads a team of discreet,
resourceful butlers.
231
00:15:02,400 --> 00:15:05,040
Like all Singaporeans,
he did national service.
232
00:15:05,120 --> 00:15:09,120
And for Jeremy, this involved
becoming a Special Forces officer.
233
00:15:10,920 --> 00:15:12,640
The uniform may have changed,
234
00:15:12,720 --> 00:15:16,120
but he still demands total commitment
to the mission from his team.
235
00:15:16,800 --> 00:15:20,560
Five, one eight, eight, my NDA guests.
I want them out ASAP, okay?
236
00:15:21,600 --> 00:15:24,400
Check into one of the most
iconic hotels in the world,
237
00:15:24,880 --> 00:15:26,800
you have a butler that is well trained.
238
00:15:26,880 --> 00:15:29,720
And who is taking
care of you 24 hours a day.
239
00:15:29,800 --> 00:15:34,080
And you're spending top dollar to,
to be staying in one of these suites.
240
00:15:34,160 --> 00:15:36,760
Jeremy's dedication
to service is absolute,
241
00:15:37,280 --> 00:15:39,640
ensuring that his guests want for nothing.
242
00:15:41,880 --> 00:15:45,960
A lot of our guests
can be quite demanding at times,
243
00:15:46,040 --> 00:15:48,200
so you have to just bite the bullet
244
00:15:48,280 --> 00:15:51,120
and do the things
that they want you to do.
245
00:15:52,440 --> 00:15:55,560
I think the most unique one
that I clearly remember was a gentleman
246
00:15:55,640 --> 00:15:59,040
who wanted us to arrange
a wedding banquet in four hours.
247
00:16:00,280 --> 00:16:03,240
Wow, he must have had a good night
on the tables the night before?
248
00:16:04,400 --> 00:16:07,120
The suites that Jeremy's team
look after are often used
249
00:16:07,200 --> 00:16:09,000
by the casino's high rollers.
250
00:16:09,080 --> 00:16:13,080
And the casino generates
about 70% of Marina Bay Sands' revenue.
251
00:16:13,160 --> 00:16:16,160
The ones who are here for gaming.
Gosh, mostly are here for gaming?
252
00:16:16,240 --> 00:16:18,520
-That's right.
-And they don't pay for their rooms?
253
00:16:18,600 --> 00:16:20,440
-Some of them do?
-Some of them do.
254
00:16:20,520 --> 00:16:23,480
The ones who promise to lose
a lot don't have to pay for the room?
255
00:16:25,480 --> 00:16:28,800
-It's funny because it's true.
-But I won't answer that.
256
00:16:31,280 --> 00:16:34,640
The hotel tries to anticipate
the needs of all its guests,
257
00:16:34,720 --> 00:16:38,400
whether big spenders
or those just keen to dodge paparazzi.
258
00:16:39,120 --> 00:16:40,800
This is called the discreet corridor.
259
00:16:42,360 --> 00:16:45,000
So, this is where
the VIPs come in, round the back, yeah?
260
00:16:45,080 --> 00:16:46,080
That's right.
261
00:16:46,160 --> 00:16:50,720
A big shot Chinese businessman is arriving
so attention to detail is paramount.
262
00:16:50,800 --> 00:16:54,080
And the last thing
to be done is to arrange his flowers.
263
00:16:54,160 --> 00:16:57,520
But Jeremy's service standards
mean I'm being kept on a short leash.
264
00:16:57,600 --> 00:16:58,800
Shall I take these?
265
00:16:58,880 --> 00:17:01,200
-I'll push it. No worries.
-I'll push it. It's fine.
266
00:17:02,360 --> 00:17:04,680
She's reluctant to let me
wheel this flower trolley.
267
00:17:04,760 --> 00:17:06,400
I mean, they keep trying to grab it.
268
00:17:06,480 --> 00:17:09,640
They seem to think it's some
massive skill that I won't be able to do.
269
00:17:10,560 --> 00:17:14,200
After delivering flowers to the rest
of the suites maybe,
270
00:17:14,280 --> 00:17:17,119
just maybe I'll be trusted to fly solo.
271
00:17:17,960 --> 00:17:20,280
-I'm alright, I can.
-I've got this, I can wheel it.
272
00:17:20,359 --> 00:17:21,720
-Honestly. I'm fine.
-Alright.
273
00:17:23,960 --> 00:17:26,800
The hotel aims to appeal
to guests from all over the globe.
274
00:17:27,800 --> 00:17:30,200
If that's your ambition, you need to cater
275
00:17:30,280 --> 00:17:34,320
for a vast range of culinary
tastes from Taiwanese to Brazilian,
276
00:17:34,400 --> 00:17:37,440
and from European fine
dining to Asian street food.
277
00:17:37,520 --> 00:17:42,240
The man overseeing all this,
is 54 years old Canadian, Chris Christy.
278
00:17:42,320 --> 00:17:47,720
So there's 53 licensed kitchens
at Marina Sands, under my name
279
00:17:47,800 --> 00:17:48,960
that I'm responsible for.
280
00:17:49,040 --> 00:17:51,800
From there, we have about 400 chefs.
281
00:17:52,880 --> 00:17:55,880
Obviously it's a bit daunting
when you look at it the first time,
282
00:17:55,960 --> 00:17:58,920
and you take a look
at how big an operation is.
283
00:17:59,880 --> 00:18:02,800
Chris has previously worked
with some of South East Asia's
284
00:18:02,880 --> 00:18:04,400
most illustrious hotel.
285
00:18:05,120 --> 00:18:08,720
such as The Langham in Hong Kong,
and The Portland Ritz Carlton in Shanghai.
286
00:18:10,160 --> 00:18:13,000
He wants to show me
one of the huge dining areas,
287
00:18:13,080 --> 00:18:17,240
where in a few days' time,
he'll be running an enormous VIP banquet.
288
00:18:17,320 --> 00:18:20,200
for 1400 guests
of a major Singaporean bank.
289
00:18:21,960 --> 00:18:24,440
For me, a big night
in the kitchen is 100 covers
290
00:18:24,520 --> 00:18:27,560
so this sounds too good
an opportunity to miss.
291
00:18:27,640 --> 00:18:29,200
Have you got a place for one more?
292
00:18:29,280 --> 00:18:30,800
-I'd love to. That's great.
-Yeah?
293
00:18:30,880 --> 00:18:32,800
I'll be here anyway,
so that'll be awesome.
294
00:18:32,880 --> 00:18:34,280
Great, I'll look forward to that.
295
00:18:35,000 --> 00:18:37,960
If I am going to help out, I need
to know some numbers.
296
00:18:38,040 --> 00:18:39,560
How many courses are there?
297
00:18:39,640 --> 00:18:40,800
-Eight.
-Eight courses?
298
00:18:40,880 --> 00:18:41,960
Eight, courses, yeah.
299
00:18:42,800 --> 00:18:46,560
You've got five different menus
and they've got eight courses on each menu
300
00:18:46,640 --> 00:18:48,640
and they've all got
to go out simultaneously.
301
00:18:48,720 --> 00:18:50,160
So you need the amount of staff
302
00:18:50,240 --> 00:18:51,880
-to be able to do that?
-Absolutely.
303
00:18:52,560 --> 00:18:55,160
So if I'm going to be involved
in such a large event,
304
00:18:55,240 --> 00:18:58,280
I need to understand
how the kitchens work around here.
305
00:18:58,840 --> 00:19:02,080
So this is our fish room.
306
00:19:02,160 --> 00:19:05,320
I've never seen anyone
prepare a fish with a cleaver.
307
00:19:05,400 --> 00:19:07,840
-So as you can smell, this is the pastry.
-Pastry.
308
00:19:07,920 --> 00:19:10,320
It's a bit early
to start dessert. Isn't it?
309
00:19:10,400 --> 00:19:11,760
Never too early.
310
00:19:11,840 --> 00:19:14,040
Here we go!
My favorite room, the chocolate room.
311
00:19:14,120 --> 00:19:17,080
-My favorite room too. Hi guys.
-Hi gentlemen.
312
00:19:17,160 --> 00:19:19,200
Peanut butter and jam.
313
00:19:19,280 --> 00:19:21,400
There's a bit
of saltiness in there as well.
314
00:19:21,480 --> 00:19:22,640
Right? Yeah.
315
00:19:22,720 --> 00:19:26,680
As well as the number of kitchens,
what's also mind-boggling
316
00:19:26,760 --> 00:19:29,160
is the quantity
of the ingredients consumed here.
317
00:19:32,680 --> 00:19:37,080
We average about 500 kilos
of flour a day for bread.
318
00:19:37,160 --> 00:19:39,040
500 kilos?
319
00:19:39,120 --> 00:19:42,520
500, on any given day, we'll cook
between 300 to 500 kilos of rice.
320
00:19:42,600 --> 00:19:44,080
Deep fried cauliflower today.
321
00:19:44,160 --> 00:19:46,280
If we deep fry it, we need 700 kilos.
322
00:19:46,840 --> 00:19:50,480
-700 kilos of cauliflower?
-People love fried cauliflower.
323
00:19:50,560 --> 00:19:53,160
With the banquet
coming up in a few days' time
324
00:19:53,240 --> 00:19:57,280
I'm going to have to get used to working
on an epic scale the way Chris does.
325
00:19:57,360 --> 00:20:01,680
In terms of numbers
of actual rolls or loaves of bread.
326
00:20:01,760 --> 00:20:03,440
I would say, you we're probably preparing
327
00:20:03,520 --> 00:20:08,240
around 8,000 to 10,000
individual rolls on a daily basis.
328
00:20:08,320 --> 00:20:09,320
Is that all?
329
00:20:09,400 --> 00:20:11,520
So it seems like an enormous amount,
330
00:20:11,600 --> 00:20:14,360
but really, if you look
at how many restaurants we have.
331
00:20:14,440 --> 00:20:16,560
Chris, it's an enormous amount.
332
00:20:16,640 --> 00:20:19,200
Yes, it's a big amount. Absolutely, yeah.
333
00:20:22,600 --> 00:20:25,680
As part of the butlering team.
I've headed up to the dizzying heights
334
00:20:25,760 --> 00:20:27,000
of the 52nd floor.
335
00:20:28,120 --> 00:20:30,240
Here we are.
Welcome to our Presidential Suite.
336
00:20:32,200 --> 00:20:34,560
Head butler Jeremy
is finally allowing me to help.
337
00:20:35,760 --> 00:20:38,360
We're making some
last minute tweaks to the suite
338
00:20:38,440 --> 00:20:39,800
before the arrival of the VIP.
339
00:20:41,280 --> 00:20:43,440
Just requested for 24 bottles of water.
340
00:20:43,520 --> 00:20:45,520
Has he got a bit of a hydration problem?
341
00:20:45,600 --> 00:20:48,000
And does he want them
all arranged like snooker balls?
342
00:20:48,080 --> 00:20:49,480
No, this is just how we do it.
343
00:20:54,240 --> 00:20:55,400
This is our massage room.
344
00:20:55,480 --> 00:20:57,320
Oh lovely, are you going to sort me out?
345
00:20:57,400 --> 00:20:58,400
Shall I just hop on?
346
00:20:59,880 --> 00:21:03,040
Former Special Forces
officer Jeremy won't deviate
347
00:21:03,120 --> 00:21:04,960
from his mission to provide perfection.
348
00:21:05,040 --> 00:21:07,600
-Is the powder room through here?
-Yeah, around here.
349
00:21:09,000 --> 00:21:10,800
It's all about feng shui with flowers.
350
00:21:10,880 --> 00:21:14,360
I think it should be over there
to allow the chi to flow round the corner
351
00:21:14,440 --> 00:21:15,560
while you're on the loo.
352
00:21:16,760 --> 00:21:20,440
The flow of positive feng shui
is a great importance in this hotel.
353
00:21:20,520 --> 00:21:22,200
And Jeremy picks up on every detail.
354
00:21:23,160 --> 00:21:25,480
-Oh, you don't like my jaunty angle?
-Fair enough.
355
00:21:29,160 --> 00:21:32,680
Clearly, as far as Jeremy's concerned
I have a lot to learn.
356
00:21:37,840 --> 00:21:42,080
Preparation is one thing,
but it's when the VIPs actually arrive
357
00:21:42,160 --> 00:21:44,760
that the service comes
under genuine pressure.
358
00:21:46,160 --> 00:21:49,880
We've had an urgent food request
from a high roller in another suite.
359
00:21:49,960 --> 00:21:53,560
The team of 50 butlers can deliver
in-room dining to any of the suites.
360
00:21:53,640 --> 00:21:57,200
Across the hotel 800 meals
are delivered to rooms every day.
361
00:21:57,280 --> 00:22:00,160
But never is the pressure
more intense than at breakfast time,
362
00:22:00,240 --> 00:22:02,680
when around 150 meals
can be requested at once.
363
00:22:03,400 --> 00:22:06,360
So what he's doing now
is going through all the orders
364
00:22:06,440 --> 00:22:09,800
to make sure everything that
the guest has ordered is all here.
365
00:22:10,560 --> 00:22:11,920
What else is the guest having?
366
00:22:12,000 --> 00:22:14,920
He's got all these chilli sauces
and stuff, is he having noodles?
367
00:22:15,000 --> 00:22:17,080
-Yeah, the dim sum,
-It is for the dim sum.
368
00:22:17,160 --> 00:22:19,920
So the dim sum has
to be freshly steamed and really hot.
369
00:22:20,000 --> 00:22:21,360
Do they complain, if it's not?
370
00:22:26,760 --> 00:22:27,600
Yeah.
371
00:22:27,680 --> 00:22:30,400
After he ordered the breakfast,
how long should it be?
372
00:22:30,480 --> 00:22:32,800
Usually we take around 30 to 45 minutes.
It depends.
373
00:22:33,880 --> 00:22:36,720
But now it's like a breakfast period,
it will take longer time,
374
00:22:36,800 --> 00:22:38,320
so usually in 45 minutes.
375
00:22:38,400 --> 00:22:39,680
When did he order breakfast?
376
00:22:39,760 --> 00:22:43,120
Around 9:50. Yeah, around that.
377
00:22:43,200 --> 00:22:45,240
Oh, so it's getting now,
it's been 35 minutes?
378
00:22:45,320 --> 00:22:48,000
-Yeah, 35minutes.
-It's time to get him his breakfast right?
379
00:22:48,080 --> 00:22:49,080
Yeah, almost.
380
00:22:49,960 --> 00:22:53,320
Keeping a VIP waiting would mean
failure for Jeremy and his team.
381
00:22:55,160 --> 00:22:57,760
-How many more items?
-One more item. Let me double check.
382
00:23:07,000 --> 00:23:09,120
With only minutes
to go until we bring dishonor
383
00:23:09,200 --> 00:23:11,360
upon the entire butlering department.
384
00:23:11,440 --> 00:23:14,920
We still have to navigate 50 floors
and hundred of metres of corridor.
385
00:23:15,000 --> 00:23:16,920
Let's go down with this.
386
00:23:22,000 --> 00:23:23,640
-Okay, where are we going?
-This way.
387
00:23:23,720 --> 00:23:25,560
Giles, this is where we'll leave Jungwon
388
00:23:25,640 --> 00:23:28,200
to serve the guest
because this guest is very particular.
389
00:23:28,280 --> 00:23:31,440
Are we going straight into the room?
I can't go out into the corridor?
390
00:23:31,520 --> 00:23:33,560
We can. I'll just go
as far as the door, yeah?
391
00:23:34,360 --> 00:23:35,560
Which way, right or left?
392
00:23:39,960 --> 00:23:41,640
Okay, this is where I move out.
393
00:23:42,240 --> 00:23:45,360
Made it, with 37 seconds to spare.
394
00:23:50,560 --> 00:23:54,760
Back in the basement Chris has brought me
to one of his most important kitchens.
395
00:23:54,840 --> 00:23:56,240
Hello.
396
00:23:56,320 --> 00:23:59,640
Dim sum, steamed rice noodle parcels.
397
00:23:59,720 --> 00:24:03,160
It's one of the most requested
breakfast dishes at the hotel.
398
00:24:03,680 --> 00:24:04,800
Look at this.
399
00:24:05,760 --> 00:24:09,360
If you're going to achieve success
in the hotel trade in South East Asia,
400
00:24:09,960 --> 00:24:12,960
the skill of making
perfect dim sum is essential.
401
00:24:13,800 --> 00:24:15,760
How many years
have you been doing dim sum?
402
00:24:15,840 --> 00:24:18,200
-It's about ten year.
-Ten years?
403
00:24:18,280 --> 00:24:19,240
Okay, go easy on me.
404
00:24:19,320 --> 00:24:20,640
-You can see the skill.
-Yeah.
405
00:24:21,400 --> 00:24:23,280
Dim sum, meaning touch the heart,
406
00:24:23,880 --> 00:24:27,360
are traditional Chinese dishes
dating back thousands of years.
407
00:24:27,440 --> 00:24:30,880
They're delicate,
often filled with prawn or chicken.
408
00:24:30,960 --> 00:24:33,720
And are designed to not sate the appetite.
409
00:24:33,800 --> 00:24:39,360
The more you can teach one guy
to be a master at one specific skill,
410
00:24:39,440 --> 00:24:42,080
it just keeps the wheel
working much more efficient.
411
00:24:43,720 --> 00:24:45,840
With his grand event
only a couple of days away
412
00:24:45,920 --> 00:24:48,640
iI's an opportunity for Chris
to see what I'm made of.
413
00:24:49,320 --> 00:24:50,280
Jesus.
414
00:24:54,800 --> 00:24:55,840
My first one!
415
00:24:55,920 --> 00:24:58,200
And he's going
to throw it in the bin now isn't he?
416
00:24:59,320 --> 00:25:01,360
This is my favourite dim sum. Prawn.
417
00:25:01,440 --> 00:25:03,120
We could be here all day.
418
00:25:03,200 --> 00:25:05,800
Maybe you want to go do your rounds
and come back tonight.
419
00:25:05,880 --> 00:25:07,880
Come back tomorrow morning,
is that too much?
420
00:25:07,960 --> 00:25:09,480
Is it okay?
421
00:25:10,840 --> 00:25:13,840
Chris' experts can make up
to 5,000 of these a day.
422
00:25:14,680 --> 00:25:17,720
And I'm beginning to see
why it takes so long to master the skill.
423
00:25:22,120 --> 00:25:23,520
Get into a pocket, right?
424
00:25:23,600 --> 00:25:24,880
-Let it hang?
-Yeah.
425
00:25:24,960 --> 00:25:28,480
Press. I should wear my glasses for this.
426
00:25:33,000 --> 00:25:34,960
It looks like
you're getting the hang of it.
427
00:25:39,720 --> 00:25:40,720
Alright.
428
00:25:46,800 --> 00:25:50,080
Whether it's the labyrinth
of kitchens or vast atriums,
429
00:25:50,160 --> 00:25:51,840
this hotel is an audacious building.
430
00:25:54,000 --> 00:25:57,440
And whenever he's in town,
the man responsible for the design
431
00:25:57,520 --> 00:25:59,440
is to be found
staying in his own creation.
432
00:26:04,880 --> 00:26:07,240
Moshe Safdie
is an award-winning architect.
433
00:26:07,320 --> 00:26:10,880
With airports, museums and skyscrapers
to his name around the world.
434
00:26:12,520 --> 00:26:15,080
But he's particularly
proud of the groundbreaking
435
00:26:15,160 --> 00:26:18,600
technological achievement
of Marina Bay Sands and the Skypark.
436
00:26:20,960 --> 00:26:25,120
We always work with models.
There was this thick chunk of balsa wood
437
00:26:25,200 --> 00:26:27,440
just the right size
and I placed it on the roof.
438
00:26:27,520 --> 00:26:30,320
And said,
"Why don't we try doing it up there?".
439
00:26:31,400 --> 00:26:33,320
Instantly, it just seemed to make sense.
440
00:26:34,760 --> 00:26:38,600
Away from the pool,
the Skypark is a lush landscaped garden,
441
00:26:38,680 --> 00:26:40,680
that is home
to hundreds of trees and plants.
442
00:26:41,680 --> 00:26:43,720
But its design
was one of the most technically
443
00:26:43,800 --> 00:26:45,880
demanding parts of the three year build.
444
00:26:47,800 --> 00:26:50,880
There were endless meetings
with the engineers.
445
00:26:51,440 --> 00:26:54,040
I wanted to have one body of water,
446
00:26:54,120 --> 00:26:56,840
so we had to devise
a way of an expansion joint.
447
00:26:56,920 --> 00:27:01,000
That won't leak so there were a lot
of technical issues to resolve.
448
00:27:02,040 --> 00:27:04,960
Plans for the building
were initially controversial with concerns
449
00:27:05,040 --> 00:27:06,880
that it would block the view of the bay.
450
00:27:07,880 --> 00:27:12,920
As we started coming up physically,
people in town started getting curious.
451
00:27:13,960 --> 00:27:18,560
Then as soon as
we put the park on top of it,
452
00:27:19,200 --> 00:27:22,560
the magic started happening in town,
people kind of woke up.
453
00:27:25,840 --> 00:27:29,280
The hotel is hoping it will be seen
as a future symbol of Singapore,
454
00:27:29,360 --> 00:27:32,240
with aspirations of becoming
an iconic landmark,
455
00:27:32,320 --> 00:27:35,200
like the Sydney Opera House
of the Empire State Building.
456
00:27:42,280 --> 00:27:45,000
It's all very well making
an impression on the skyline.
457
00:27:45,080 --> 00:27:47,440
But when you build
in the heart of a city like this,
458
00:27:47,520 --> 00:27:51,000
there's a challenge
at ground level that cannot be ignored,
459
00:27:51,080 --> 00:27:53,160
The parking of thousands of cars.
460
00:27:55,240 --> 00:27:57,960
The man tasked with keeping
the huge volume of traffic
461
00:27:58,040 --> 00:28:00,800
flowing at the hotel's
capacious front entrance
462
00:28:00,880 --> 00:28:03,600
is 32 year old American, George Rowe.
463
00:28:03,680 --> 00:28:06,280
We can be parking 200 cars in one hour.
464
00:28:06,360 --> 00:28:08,880
I mean, that's what a normal
hotel does in a day.
465
00:28:08,960 --> 00:28:12,000
And for us to do that in one hour,
it's really impressive.
466
00:28:12,920 --> 00:28:16,440
George is responsible for over 120 valets
467
00:28:16,520 --> 00:28:20,360
and is often found in the basement
patrolling the 2,500 parking spaces
468
00:28:20,440 --> 00:28:22,360
in his diddy little electric Hummer.
469
00:28:22,440 --> 00:28:25,600
It's phenomenal that on big nights
we can fill up all those spaces
470
00:28:25,680 --> 00:28:28,120
to where we wish
we just had one more space.
471
00:28:29,000 --> 00:28:30,680
And when a guest asks for their car,
472
00:28:30,760 --> 00:28:33,200
George will be judged
on how soon it's delivered.
473
00:28:33,280 --> 00:28:35,080
Once we get over seven minutes,
474
00:28:35,160 --> 00:28:37,160
we know that we're not
doing something right.
475
00:28:38,200 --> 00:28:41,240
With thousands of guests arriving
for the big banquet in a few days,
476
00:28:41,320 --> 00:28:43,440
there'll be extra
pressure on valet parking.
477
00:28:43,520 --> 00:28:47,480
So I've volunteered to be part
of George's team to see how they cope.
478
00:28:47,560 --> 00:28:49,920
But first I have to find him.
479
00:28:50,880 --> 00:28:53,080
I was told that his office is easily found
480
00:28:53,160 --> 00:28:55,920
because you follow the sign to the loo.
481
00:29:00,240 --> 00:29:01,840
-Giles, how are you?
-Hi, very well.
482
00:29:01,920 --> 00:29:04,720
Do you know who else's office
was in the little boy's room?
483
00:29:04,800 --> 00:29:06,000
In the little boy's room?
484
00:29:06,080 --> 00:29:08,800
Well, you know how there's a sign
to the gents on the thing?
485
00:29:08,880 --> 00:29:09,880
-The Fonz.
-The Fonz?
486
00:29:09,960 --> 00:29:12,200
The Fonz, do you remember
The Fonz from Happy Days?
487
00:29:12,280 --> 00:29:14,760
Yeah, at your age you remember it.
I don't remember it.
488
00:29:14,840 --> 00:29:17,640
I'm sorry. He's a very cool guy.
His office was in the toilet.
489
00:29:17,720 --> 00:29:20,040
You're basically everything with wheels?
490
00:29:20,120 --> 00:29:21,680
That's what we try and say we are.
491
00:29:21,760 --> 00:29:25,200
All the trolleys and then all of the cars
that come in and out the property.
492
00:29:25,280 --> 00:29:28,440
-Am I going to get to drive something?
-Sure, you have your license?
493
00:29:28,520 --> 00:29:29,520
-No.
-That's alright.
494
00:29:29,600 --> 00:29:31,480
I'm an Englishman, they know I can drive.
495
00:29:33,720 --> 00:29:37,000
George's domain is
a 20km warren of tunnels and roads
496
00:29:37,480 --> 00:29:39,920
filled with row upon row
of expensive cars.
497
00:29:41,440 --> 00:29:44,880
All this, despite Singapore's efforts
to control the growth of car ownership.
498
00:29:46,400 --> 00:29:50,320
So just to purchase a vehicle,
you receive a certificate.
499
00:29:50,400 --> 00:29:53,520
And it's valid for ten years.
Right now it's about 55,000 dollars.
500
00:29:55,560 --> 00:29:57,840
55,000 dollars for permission
to own per vehicle?
501
00:29:57,920 --> 00:30:01,040
Permission to own a car.
Per vehicle, to own it for ten years.
502
00:30:01,120 --> 00:30:04,000
-55,000 dollars?
-Yeah, that's before you even buy the car.
503
00:30:04,080 --> 00:30:05,920
-Singapore dollars?
-Singapore dollars.
504
00:30:06,000 --> 00:30:07,520
Cause this is quite a dream job for you.
505
00:30:08,080 --> 00:30:09,800
I'm not sure your dream
is to own the entire universe
506
00:30:09,880 --> 00:30:12,320
but the workers here,
let's face it, are never going
507
00:30:12,400 --> 00:30:14,000
to have 55,000 dollars for vehicle?
508
00:30:14,080 --> 00:30:15,960
No, I mean they're getting to drive.
509
00:30:16,040 --> 00:30:17,640
They're driving your Aston Martin.
510
00:30:17,720 --> 00:30:19,800
They're driving all of the cars.
511
00:30:19,880 --> 00:30:22,000
Yeah. I mean,
there's no question in Singapore
512
00:30:22,560 --> 00:30:24,400
that owning a car is a rich man's thing.
513
00:30:25,360 --> 00:30:28,000
If I'm going to be one of George's valets,
514
00:30:28,080 --> 00:30:31,000
first there's the small matter
of a driving test to pass.
515
00:30:32,160 --> 00:30:33,800
And my test vehicle?
516
00:30:35,160 --> 00:30:37,560
A typical everyday Singapore runaround.
517
00:30:37,640 --> 00:30:40,200
A brand new Italian super car.
518
00:30:45,120 --> 00:30:47,280
Now, do you know where the seatbelts are?
519
00:30:47,360 --> 00:30:49,440
-Have you driven one of these before?
-No.
520
00:30:49,520 --> 00:30:51,760
-So put your foot on the brake.
-Okay, cool.
521
00:30:51,840 --> 00:30:53,560
You know how much horsepower we have?
522
00:30:53,640 --> 00:30:55,240
This is more powerful than a horse?
523
00:30:55,320 --> 00:30:59,400
No, this new technology
will never catch on. What is it?
524
00:30:59,480 --> 00:31:02,680
So you're doing 510 horsepower,
525
00:31:02,760 --> 00:31:07,160
you can do zero to 100mph in 3,7sec.
526
00:31:08,000 --> 00:31:11,640
-Is that before I get to that wall?
-Yeah, I think just before the wall.
527
00:31:11,720 --> 00:31:15,520
That's fine, because when we hit 86 mph,
the flux capacitor will kick in and go.
528
00:31:15,600 --> 00:31:18,880
Well, if you see here. there's actually
the launch, so we can launch.
529
00:31:18,960 --> 00:31:22,600
-What is the launch button for?
-It's literally a launch.
530
00:31:23,920 --> 00:31:26,440
Hold on.
531
00:31:28,400 --> 00:31:31,120
I just wanted to make you squeak.
532
00:31:32,480 --> 00:31:36,280
Singapore has one of the highest densities
of millionaire households on the planet.
533
00:31:36,360 --> 00:31:40,520
So I could end up cruising around in lots
of these beasts at the imminent event.
534
00:31:41,800 --> 00:31:43,360
If I pass the test.
535
00:31:43,440 --> 00:31:46,440
-Where is your blinker?
-What blinker? You mean my indicator?
536
00:31:46,520 --> 00:31:48,640
-Yes, the blinker.
-Don't think it has them.
537
00:31:48,720 --> 00:31:50,080
Where are you going?
538
00:31:50,160 --> 00:31:53,360
I don't know, I thought I'd try
and get in the direction of the arrows.
539
00:31:53,440 --> 00:31:55,720
-So then, go this way, go left.
-Yeah, here we go.
540
00:31:56,880 --> 00:31:59,840
-Am I going the wrong way?
-Yeah, you're going down the wrong way.
541
00:31:59,920 --> 00:32:02,680
Why don't I go there,
what happens in there?
542
00:32:02,760 --> 00:32:07,240
I'd say George has seen all he needs to.
I'm a shoe-in for the job.
543
00:32:09,640 --> 00:32:12,000
-Shall we just park here?
-Try and park here.
544
00:32:12,080 --> 00:32:16,240
Yes, shall I just whip it in like that?
And go, yeah, boom, handbrake on, done.
545
00:32:16,320 --> 00:32:18,480
Job's a mighty fine one.
546
00:32:18,560 --> 00:32:21,360
Okay, boom, that's really
good parking surely?
547
00:32:21,440 --> 00:32:22,640
Parked like a true Brit.
548
00:32:22,720 --> 00:32:27,320
Look at that, it's perfect. Boom!
549
00:32:27,400 --> 00:32:30,360
There, what, and then I'm just going
to go and play on the tables?
550
00:32:30,440 --> 00:32:32,680
Yes, throw me your keys and that's it.
551
00:32:32,760 --> 00:32:35,760
And then when it's time
to get back in you just run and slide?
552
00:32:35,840 --> 00:32:36,840
Don't. Don't.
553
00:32:37,880 --> 00:32:39,360
-Don't what?
-Alright, let's go.
554
00:32:39,440 --> 00:32:41,600
-I was going to--
-You're done.
555
00:32:45,320 --> 00:32:49,400
The job of an exclusive valet parking
luxury cars are prized in the hotel.
556
00:32:50,120 --> 00:32:53,120
And native Singaporeans,
one of the most educated workforces
557
00:32:53,200 --> 00:32:56,400
on the planet, are usually
after those and other plum roles
558
00:32:56,480 --> 00:32:58,240
across various departments.
559
00:32:59,040 --> 00:33:03,320
But that leaves a host of manual jobs
that many of them don't want to do.
560
00:33:03,400 --> 00:33:07,240
And without question the biggest
example of this is housekeeping.
561
00:33:07,320 --> 00:33:09,960
Housekeeping has got
to be one of the busiest
562
00:33:10,040 --> 00:33:13,720
considering there are over two
and a half thousand rooms to take care of
563
00:33:13,800 --> 00:33:16,160
and I'm going to find out how it's done.
564
00:33:18,400 --> 00:33:20,400
Finding sufficient
numbers of quality staff,
565
00:33:20,480 --> 00:33:23,880
is a constant challenge
for housekeeping manager, Michael Shu.
566
00:33:23,960 --> 00:33:26,760
Michael, where's the majority
of your staff come from?
567
00:33:26,840 --> 00:33:29,120
Singapore or where are they coming from?
568
00:33:29,200 --> 00:33:32,840
95% to 98% are from PRC.
I mean China, China.
569
00:33:32,920 --> 00:33:37,240
So, we do only have 2% or 3%
from Malaysia or local Singaporeans.
570
00:33:38,640 --> 00:33:40,600
For over a century Singapore has relied
571
00:33:40,680 --> 00:33:43,160
on China's large pool
of blue-collar labor.
572
00:33:45,280 --> 00:33:47,920
One of Michael's star
recruits is Hong Wae.
573
00:33:50,480 --> 00:33:55,280
Hong arrived from China five years ago
and like many others working at the hotel,
574
00:33:55,360 --> 00:33:57,560
he's come in search
of a more lucrative future.
575
00:34:19,040 --> 00:34:20,040
There you go.
576
00:34:21,120 --> 00:34:23,040
This thing is heavy.
Oh, take the door out.
577
00:34:24,480 --> 00:34:27,320
But how does Marina Bay Sands
ensure that Hong
578
00:34:27,400 --> 00:34:31,960
and the other 360 housekeepers
keep on top of their huge workload?
579
00:34:32,480 --> 00:34:35,320
-Housekeeping.
-This room's a mess!
580
00:34:35,400 --> 00:34:39,080
Simple. Using handy
state of the art technology.
581
00:34:58,520 --> 00:35:01,400
This app tracks the readiness of each room
582
00:35:01,960 --> 00:35:04,520
ensuring not only
their high standards are met,
583
00:35:04,600 --> 00:35:08,040
but their over 1,000,000
guests a year are never left waiting.
584
00:35:09,200 --> 00:35:14,640
So, he took a picture, sent it off
in his app, he's got the picture,
585
00:35:14,720 --> 00:35:16,720
and he can see
what's missing in the minibar.
586
00:35:17,840 --> 00:35:19,040
Which is great!
587
00:35:19,120 --> 00:35:21,680
But the reason Hong
is the star housekeeper
588
00:35:21,760 --> 00:35:25,080
is because he likes
to add his own personal touch to a room.
589
00:35:32,200 --> 00:35:35,680
{\an8}It turns out, Hong's specialty
is towel art.
590
00:35:50,120 --> 00:35:51,400
{\an8}That's so cool.
591
00:35:54,520 --> 00:35:55,840
Oh, we've got eyes as well.
592
00:36:04,840 --> 00:36:07,880
{\an8}Dedication like this
hasn't gone unnoticed by the hotel.
593
00:36:13,080 --> 00:36:14,880
{\an8}Well done you.
594
00:36:21,920 --> 00:36:25,720
A hotel with thousands of rooms
produces tens of thousands of dirty items,
595
00:36:25,800 --> 00:36:27,000
that require washing.
596
00:36:27,080 --> 00:36:29,120
But Singapore's water
supply is under pressure.
597
00:36:29,200 --> 00:36:32,000
The country needs
over 400 million gallons a day,
598
00:36:32,080 --> 00:36:34,080
and has to import around
half of its water.
599
00:36:34,160 --> 00:36:37,200
So the hotel has been engineered
to help conserve what little water
600
00:36:37,280 --> 00:36:40,400
there is through architecture
that collects rain for recycling.
601
00:36:44,400 --> 00:36:47,320
But however good your intentions,
large scale sustainability
602
00:36:47,400 --> 00:36:51,280
can be a constant headache when dealing
with thousands of demanding guests.
603
00:36:53,240 --> 00:36:55,320
Hi Michael, how are you, Are you well?
604
00:36:55,400 --> 00:36:57,960
-I'm fine. How are you?
-Yeah, good thank you. Nice day.
605
00:36:58,040 --> 00:36:59,360
Nice day, sunny day.
606
00:37:00,520 --> 00:37:02,520
It turns out pool towels
are a great example
607
00:37:02,600 --> 00:37:05,120
of the environmental problems
faced at Marina Bay Sands.
608
00:37:06,200 --> 00:37:09,600
We're joining Michael Teo
for the morning to see first hand
609
00:37:09,680 --> 00:37:12,480
how the mammoth challenge
of providing for guests' needs
610
00:37:12,560 --> 00:37:14,840
can be aligned with ecological sense.
611
00:37:17,720 --> 00:37:19,800
How many towels do you hand out every day?
612
00:37:20,360 --> 00:37:22,360
More than a thousand per day.
613
00:37:22,840 --> 00:37:27,360
That's ridiculous, I mean imagine
the laundry to, to get all that done.
614
00:37:27,440 --> 00:37:29,640
To get a real sense
of the scale of the task
615
00:37:29,720 --> 00:37:31,800
we split up to cover more ground,
616
00:37:32,360 --> 00:37:34,800
I'm going to be handing out the towels.
617
00:37:34,880 --> 00:37:36,000
How many would you like?
618
00:37:36,080 --> 00:37:37,840
Three. Three towels?
619
00:37:37,920 --> 00:37:41,600
So I get to drive the towel cart,
it's all about vehicles for me.
620
00:37:41,680 --> 00:37:43,560
And I'm with Michael on collection duty.
621
00:37:44,400 --> 00:37:47,720
-Look at all these towels.
-Yeah, the towels.
622
00:37:48,560 --> 00:37:50,920
Just I've never seen
so many towels in my life.
623
00:37:51,000 --> 00:37:53,280
It's towel-mageddon,
they're just everywhere.
624
00:37:53,360 --> 00:37:54,480
Put it in the towel bin.
625
00:37:54,560 --> 00:37:56,800
The towel bin?
No, wait, I'll open it for you.
626
00:37:56,880 --> 00:37:58,560
-You put it in. Teamwork.
-Thank you.
627
00:37:58,640 --> 00:38:00,840
That's how you deal
with the towel problem.
628
00:38:02,120 --> 00:38:06,040
My issue is that there's no limit
on the number of towels guests can ask for
629
00:38:06,120 --> 00:38:08,600
so they don't stop flying off the shelves.
630
00:38:08,680 --> 00:38:09,680
Excuse me.
631
00:38:09,760 --> 00:38:12,080
-Hello. Two towels?
-Yes, please.
632
00:38:12,160 --> 00:38:14,040
There we go. Just charge it to your room.
633
00:38:15,000 --> 00:38:16,000
Thank you.
634
00:38:16,600 --> 00:38:17,680
-Hello.
-One towel.
635
00:38:17,760 --> 00:38:18,920
-One Towel?
-Thank you.
636
00:38:19,000 --> 00:38:20,040
Have a nice day.
637
00:38:20,120 --> 00:38:24,360
-How many towels would you like?
-Two, please. Two, have a nice day.
638
00:38:24,920 --> 00:38:27,840
I've been here less than
ten minutes and you can see
639
00:38:27,920 --> 00:38:29,960
that the numbers of towels
have really halved.
640
00:38:30,920 --> 00:38:34,440
With supplies running low already,
we have to pick up replacements.
641
00:38:37,160 --> 00:38:38,880
So we need the lever.
642
00:38:38,960 --> 00:38:42,800
Crack out just a hundredweight
of new towels, beautiful.
643
00:38:42,880 --> 00:38:44,760
This total of 150 towels will be in here.
644
00:38:45,880 --> 00:38:48,120
Wow, and they go back
into these things, do they?
645
00:38:48,200 --> 00:38:50,400
-And then they go off to the laundry?
-Yes.
646
00:38:50,480 --> 00:38:53,440
Okay, shall we stand on the back
and ride it down the slope then?
647
00:38:53,520 --> 00:38:56,080
No? Why is he laughing?
That's what I intend to do.
648
00:38:59,880 --> 00:39:02,600
The thousands of dirty pool towels
are collected
649
00:39:02,680 --> 00:39:05,520
and sent to a very innovative
cleaning department.
650
00:39:06,680 --> 00:39:10,800
On a daily basis, we wash
about 25,000 room linens
651
00:39:10,880 --> 00:39:12,640
and about 4,000 pool towels.
652
00:39:13,400 --> 00:39:15,560
-So that's in a day?
-Yeah, on a daily basis.
653
00:39:15,640 --> 00:39:19,240
35,000 pieces of linen?
What's that, bed linen?
654
00:39:19,320 --> 00:39:22,600
Bed linen, room linen,
yeah, the pillowcase
655
00:39:22,680 --> 00:39:24,880
the duvet cover, the bed sheets
656
00:39:24,960 --> 00:39:28,480
Under the watchful eye of Stephanie Chan
this huge laundry site
657
00:39:28,560 --> 00:39:31,600
has turned to technology
to become highly water efficient.
658
00:39:33,120 --> 00:39:36,000
The company has invested
in eco friendly washer equipment
659
00:39:36,080 --> 00:39:38,360
to the tune of over ten million pounds.
660
00:39:38,920 --> 00:39:41,920
The old extractor that we had actually
661
00:39:42,000 --> 00:39:46,400
using about 16 liters of water
per kg of soiled linen.
662
00:39:46,480 --> 00:39:48,440
By using the tunnel, we only uses
663
00:39:48,520 --> 00:39:53,520
about 4,5 liters of water for 1kg
of soiled linen,
664
00:39:53,600 --> 00:39:56,840
so that's about 70% of water reduction.
665
00:39:57,520 --> 00:40:02,120
Once the pool towels are clean, they need
to be pressed. Looks easy enough.
666
00:40:03,600 --> 00:40:05,840
Okay, can I have a go, can I try?
667
00:40:10,560 --> 00:40:11,600
Is that right?
668
00:40:15,240 --> 00:40:17,040
I've got to do it again? Alright.
669
00:40:19,640 --> 00:40:23,040
No, come back, sorry.
I'll do it. Okay, fine.
670
00:40:25,080 --> 00:40:28,720
I've broken it again, I think I'm
just doing the same towel over and over.
671
00:40:28,800 --> 00:40:31,680
They keep bringing it back.
I can't even, ah. That one's crease.
672
00:40:35,880 --> 00:40:39,560
Okay, you didn't tell me that it's about,
yeah. You kept that little secret back.
673
00:40:46,680 --> 00:40:49,640
Get in.Did it.
674
00:40:50,680 --> 00:40:53,920
This massive plant,
this incredibly mechanized place
675
00:40:54,000 --> 00:40:56,160
just shows the steps that can be made,
676
00:40:56,240 --> 00:40:58,880
if a hotel really gets behind
the idea of sustainability.
677
00:40:58,960 --> 00:41:01,200
And I know that I can drop
my towel on the floor
678
00:41:01,280 --> 00:41:03,960
and it will be dealt
with in the most sensible way possible.
679
00:41:06,240 --> 00:41:09,480
Back at the hotel,
the big event is finally here,
680
00:41:10,240 --> 00:41:13,880
1400 people are about
to arrive for the VIP banquet
681
00:41:13,960 --> 00:41:16,240
involving eight intricate courses.
682
00:41:16,320 --> 00:41:20,560
It's important for the hotel
to showcase their service and style.
683
00:41:20,640 --> 00:41:23,040
And as part of Chris' epic
banqueting team,
684
00:41:23,120 --> 00:41:27,520
it's time for me to crack on
with plating up row upon row of starters.
685
00:41:29,360 --> 00:41:30,920
Nice prawns.
686
00:41:31,760 --> 00:41:34,800
To cope with the extra volume
of VIP traffic that will be arriving
687
00:41:34,880 --> 00:41:39,400
any minute now, I've been taken
on by George's valet department.
688
00:41:40,520 --> 00:41:43,120
We have two dinner dances
so we should see a fair bit,
689
00:41:43,200 --> 00:41:45,240
along with our normal Friday crowd.
690
00:41:45,320 --> 00:41:47,600
Although there seems
to be a bit of confusion
691
00:41:47,680 --> 00:41:49,360
regarding my actual role around here.
692
00:41:50,640 --> 00:41:54,360
Just so you guys know we have
a new valet driver, Mr. Giles.
693
00:41:54,440 --> 00:42:00,400
He will be helping us. He drove
a Ferrari earlier, I was in the car.
694
00:42:00,480 --> 00:42:05,080
He will not be driving
any cars because of his experience,
695
00:42:05,160 --> 00:42:07,600
so we don't trust him
with any of our guest cars.
696
00:42:07,680 --> 00:42:12,120
But he'll be driving a buggy,
so please, hang on.
697
00:42:12,200 --> 00:42:14,480
Tell him to make sure
to go in the right direction.
698
00:42:14,560 --> 00:42:18,640
And your grooming standards,
let's zip up your shirt a little bit.
699
00:42:18,720 --> 00:42:20,520
We don't wanna see your chest hair.
700
00:42:21,600 --> 00:42:24,720
-It looks better when it's down.
-Yeah? Alright, perfect.
701
00:42:24,800 --> 00:42:27,040
Okay, alright, have a good shift guys.
Thank you.
702
00:42:29,960 --> 00:42:32,360
It turns out my job
is to shuttle the valets around,
703
00:42:33,720 --> 00:42:37,640
So, with Ferraris now off-limits,
it's a less powerful machine for me.
704
00:42:38,240 --> 00:42:40,120
not that it's any easier to master,
705
00:42:42,520 --> 00:42:45,120
Luckily, senior valet Henry
is here to help.
706
00:42:45,200 --> 00:42:48,680
-No, turn.
-No.
707
00:42:48,760 --> 00:42:51,800
-Okay, stop.
-Five, three, nine, one.
708
00:42:53,160 --> 00:42:57,320
-Alright. Go this way.
-No dramas, it's fine. Don't panic.
709
00:43:03,200 --> 00:43:06,880
Oh no, it's the plod,
quick, duck, et's go.
710
00:43:06,960 --> 00:43:09,680
-Let's go.
-Get away from the police.
711
00:43:11,800 --> 00:43:13,920
I'm meant to transport
drivers to car drop off
712
00:43:14,000 --> 00:43:15,880
and collection points across the hotel.
713
00:43:15,960 --> 00:43:17,400
-Okay. Hi, there.
-Hi.
714
00:43:17,480 --> 00:43:20,000
I charge five dollars a ride.
715
00:43:21,080 --> 00:43:24,320
You've brought a car from the car park,
given it back to the customer.
716
00:43:24,400 --> 00:43:26,320
-Given it back and now.
-Did you get a tip?
717
00:43:26,400 --> 00:43:29,560
-No, I didn't get a tip.
-Oh, what a bastard.
718
00:43:29,640 --> 00:43:32,120
To maintain
the hotel's high levels of service
719
00:43:32,200 --> 00:43:35,160
and deal with the predicted spike
in car volumes this evening
720
00:43:35,240 --> 00:43:38,480
George is being rigid with his targets,
721
00:43:38,560 --> 00:43:41,480
deliver all cars to clients
in under seven minutes.
722
00:43:42,920 --> 00:43:44,000
Now we go back down?
723
00:43:44,080 --> 00:43:45,920
And he's not afraid to crack the whip.
724
00:43:46,560 --> 00:43:48,320
-Go, get the guys down there!
-Okay.
725
00:43:48,400 --> 00:43:51,760
Shall I listen to him or listen to you?
How do we get through the barrier?
726
00:43:51,840 --> 00:43:54,600
-Okay.
-Less talk, more action!
727
00:43:54,680 --> 00:43:55,920
-Let's go.
-I resign.
728
00:43:58,120 --> 00:44:00,280
It's not just the valets
who are under pressure,
729
00:44:01,480 --> 00:44:04,880
down in the hotel's kitchens
dozens of chefs are working flat out
730
00:44:04,960 --> 00:44:06,880
to be ready, and the clock is ticking.
731
00:44:09,120 --> 00:44:13,040
Next up for me one of the kitchen's
signature dishes, barbecued chicken.
732
00:44:15,680 --> 00:44:20,000
So, there's a total of 140 chicken
that they've gotta chop.
733
00:44:20,080 --> 00:44:23,040
They have got
about an hour to get it all done.
734
00:44:23,120 --> 00:44:26,600
Sam over here. He's our superstar
barbecue chef from Hong Kong
735
00:44:27,360 --> 00:44:31,080
with over 40 years of experience.
Chicken master Sam and his team
736
00:44:31,160 --> 00:44:33,840
have got preparing
the chicken down to a fine art.
737
00:44:36,120 --> 00:44:38,800
They're gonna fry it,
while it's hot chop it up,
738
00:44:38,880 --> 00:44:41,240
put it onto the plate
and then into the warming box.
739
00:44:41,320 --> 00:44:42,880
It really is the warming box,
740
00:44:42,960 --> 00:44:45,800
make sure it's not too hot
otherwise, the chicken will dry out.
741
00:44:45,880 --> 00:44:48,840
The Chinese are
very concerned about the chicken.
742
00:44:48,920 --> 00:44:52,000
I find it really frightening how fast
they can work with the cleaver.
743
00:44:52,080 --> 00:44:53,680
Although, they use it all the time.
744
00:44:53,760 --> 00:44:57,600
Yeah. Quite frightening to watch them chop
with a cleaver and keep all their fingers.
745
00:44:57,680 --> 00:45:01,160
Yeah, absolutely.
But they don't even blink.
746
00:45:02,440 --> 00:45:06,440
The finished result is delicious,
but will I be the weak link in the chain?
747
00:45:10,720 --> 00:45:12,560
-You cut or no?
-Yeah, cut.
748
00:45:18,280 --> 00:45:20,000
-Here?
-Yeah.
749
00:45:20,080 --> 00:45:24,160
So sharp, yeah, and then here? No?
750
00:45:25,040 --> 00:45:27,240
Turns out it's not as easy as it looks.
751
00:45:27,320 --> 00:45:29,840
Okay. Oh, shit!
752
00:45:31,200 --> 00:45:33,560
I'm sorry, I'm making a mess of it.
753
00:45:34,840 --> 00:45:37,520
It may take me 40 years
to portion a chicken with a cleaver.
754
00:45:40,800 --> 00:45:42,400
I like this.
755
00:45:47,000 --> 00:45:48,640
It means finished.
756
00:45:53,080 --> 00:45:56,240
With the cars now coming thick and fast,
757
00:45:56,320 --> 00:45:58,520
my level of responsibility
jumps up a notch.
758
00:46:00,520 --> 00:46:03,240
Right, I'm now going it alone.
Henry's getting out.
759
00:46:03,800 --> 00:46:06,680
I'm gonna do it all
on my own, not get lost.
760
00:46:06,760 --> 00:46:10,120
It's all quite busy
and maybe it's a bit stressful and scary.
761
00:46:11,120 --> 00:46:13,800
But George is still keeping
a tight rein on me,
762
00:46:13,880 --> 00:46:15,760
locking me into the valets' comms system.
763
00:46:18,800 --> 00:46:21,680
Which way is it? And the talking is?
764
00:46:24,040 --> 00:46:26,400
Although to be honest
it's not exactly helping.
765
00:46:27,360 --> 00:46:33,480
Oh, shit, whoops.
I think, I did not hit them.
766
00:46:34,480 --> 00:46:37,600
OK, we're loaded.
Got a full load. Hold onto your hats.
767
00:46:37,680 --> 00:46:40,520
I'm a little bit faster
than the average scooter driver.
768
00:46:40,600 --> 00:46:43,320
Oh, it's faster down the hill
with all these people on board.
769
00:46:43,400 --> 00:46:47,760
Is it possible to flip one of these?
Do they roll or not? Are they quite safe?
770
00:46:47,840 --> 00:46:49,760
Giles, have you dropped off your drivers?
771
00:46:51,760 --> 00:46:54,560
Where's my button? Not yet, just about to.
772
00:46:55,520 --> 00:46:57,800
-George to Giles.
-I don't know which button it is.
773
00:46:59,200 --> 00:47:02,560
I'm here, I can't find the button George,
but I'm here and it's all fine,
774
00:47:02,640 --> 00:47:04,480
just watch the show and you'll find out.
775
00:47:04,560 --> 00:47:07,960
-Giles, answer your walkie.
-I'm trying, I can't find the button.
776
00:47:08,040 --> 00:47:10,520
-If you can't handle it.
-Where's the button?
777
00:47:11,720 --> 00:47:14,800
Which button is it on?
778
00:47:14,880 --> 00:47:16,760
It's all a bit of a head screw.
779
00:47:16,840 --> 00:47:20,200
Right, see you later,
look Giles to George, it's all fine.
780
00:47:20,280 --> 00:47:23,320
I just couldn't find the button
on my walkie talkie, I've found it.
781
00:47:23,400 --> 00:47:26,280
I've dropped them off,
they've had the time of their life, over.
782
00:47:27,440 --> 00:47:31,000
Back at the banquet
a thousand prawn dishes must be made.
783
00:47:31,080 --> 00:47:34,920
and as it's the main event each
and everyone must be spot on.
784
00:47:35,440 --> 00:47:39,800
This is so awesome, look at that, yum!
785
00:47:42,080 --> 00:47:43,720
It is not easy, huh?
786
00:47:45,160 --> 00:47:49,000
These guys are tough.
They're strong. This is heavy.
787
00:47:49,080 --> 00:47:52,280
The end result, not bad,
if I do say so myself.
788
00:47:55,480 --> 00:47:58,480
The dishes reach the exacting
but appreciative room of VIPs
789
00:47:59,120 --> 00:48:00,520
without a minute to spare.
790
00:48:04,480 --> 00:48:06,480
At last I'm getting the hang of it
791
00:48:06,560 --> 00:48:09,440
and fast becoming
a vital member of the team.
792
00:48:09,520 --> 00:48:12,760
Come on. They're all in my way.
Only Muppets use the barrier.
793
00:48:12,840 --> 00:48:16,560
Only Muppets use the barrier. Good gap.
794
00:48:17,920 --> 00:48:21,520
Nice one, okay.
We're gonna cut seconds off,
795
00:48:22,640 --> 00:48:24,920
red light on, green light on. Go!
796
00:48:26,760 --> 00:48:28,480
Another victorious mission.
797
00:48:29,440 --> 00:48:32,680
They say this would be stressful,
frankly, I've got the wind in my hair.
798
00:48:32,760 --> 00:48:35,680
I can go wherever I like.
But I'm taking this baby into the lift
799
00:48:35,760 --> 00:48:38,720
up to the 57th floor
and straight into the infinity pool.
800
00:48:43,000 --> 00:48:44,680
The guests have been well fed
801
00:48:44,760 --> 00:48:48,720
and the drivers reunited
with their cars. We nailed it.
802
00:48:48,800 --> 00:48:52,520
-You survived?
-I survived. Oh, how was your evening?
803
00:48:53,280 --> 00:48:56,720
Really good,
it looks like organized chaos.
804
00:48:56,800 --> 00:48:59,640
Really does, but it runs
a very smooth operation.
805
00:48:59,720 --> 00:49:01,240
It's funny, I mean valet parking.
806
00:49:01,320 --> 00:49:04,360
I guess it's like a big meal
and you take it for granted.
807
00:49:04,440 --> 00:49:07,200
But when it's, these kinds of numbers,
it's mind-blowing.
808
00:49:07,280 --> 00:49:10,080
-Stressful. Let's go.
-Stressful. Beer stressful.
809
00:49:10,160 --> 00:49:12,640
-Or in your case wine stressful.
-Wine stressful.
810
00:49:14,240 --> 00:49:16,520
It seems that to cope
with the numbers it attracts,
811
00:49:16,600 --> 00:49:20,320
this hotel has to run
like a military operation.
812
00:49:21,600 --> 00:49:23,120
Back in civvies by the pool
813
00:49:23,200 --> 00:49:25,720
there's a chance to recover
from the hotel's front line.
814
00:49:27,280 --> 00:49:31,960
This place is nuts,
but the operations that make it work
815
00:49:32,040 --> 00:49:35,160
and run smoothly like a machine
is pretty impressive.
816
00:49:35,240 --> 00:49:38,440
The old image of the duck
paddling serenely on the surface
817
00:49:38,520 --> 00:49:40,280
and the feet moving underneath.
818
00:49:40,360 --> 00:49:44,440
I think if you wanted to set out to make
one of the biggest hotels in the world
819
00:49:44,520 --> 00:49:48,520
with one of the biggest casinos
with two and a half thousand bedrooms.
820
00:49:48,600 --> 00:49:51,040
If you want to do that,
this is the way to do it, isn't it?
821
00:49:51,120 --> 00:49:54,800
It is that. You can't help but admire it,
and it sort of scares me,
822
00:49:54,880 --> 00:49:58,520
if the whole world starts turning
into massive complexes like this.
823
00:49:58,600 --> 00:50:03,320
As great as it is,
this is almost another planet.
824
00:50:03,400 --> 00:50:05,880
You say that "great as it is",
but you could not say
825
00:50:05,960 --> 00:50:09,480
that this place does not reflect
at least one side of Singapore.
826
00:50:09,560 --> 00:50:12,520
A country that's growing
incredibly fast, incredibly high
827
00:50:12,600 --> 00:50:14,480
but built on a lot of foreign investment.
828
00:50:14,560 --> 00:50:18,040
This is in some ways
a microcosmic version of Singapore
829
00:50:18,120 --> 00:50:19,360
over the last 25 years.
830
00:50:20,560 --> 00:50:24,000
And as the government's plan to increase
tourist revenue seems to be working,
831
00:50:24,080 --> 00:50:26,080
with growing numbers
of people flocking here,
832
00:50:26,160 --> 00:50:28,760
it looks like the charming,
hard-working staff
833
00:50:28,840 --> 00:50:32,200
we've met at Marina Bay Sands
are going to have to keep on paddling,
834
00:50:32,280 --> 00:50:35,200
possibly even faster,
for many years to come
76735
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