Original subtitles

[upbeat music]

[narrator] For more than ten million tourists each year

Dubai has become the place to go for a touch of indulgence.

It was 25 years ago, with oil reserves running low

that Dubai's ruler had a vision

to turn this small Gulf nation

into a luxury holiday destination.

But what he needed

was a landmark to put Dubai on the international map.

The answer was the Burj Al Arab.

[wondrous music]

[Gopal] You think you are dreaming, and it's like

Wow, is it really real?

[narrator] Standing over 304 meters tall

and costing an estimated one billion dollars to build

the Burj offers extremes in opulence

for those that can afford it.

[Oscar] Is it gonna be Kings and Queens from the Middle East?

Sheiks and Sheikhas, or is it gonna be Mr. and Mrs. Honeymoon

Mr. and Mrs. Prizewinner, Mr. and Mrs., you know...

let's spend the inheritance kind of thing.

[James] Just insanely beyond what I call normal rich people.

It's just, they are the super, super elite.

[narrator] But in the cutthroat world of luxury hotels

what does it take to satisfy the most demanding of guests?

They don't care about the price, just find it for me.

[manager] This is really a problem, ah?

If we need to carpet the whole beach

we will carpet the whole beach.

No, you will be here because guests will come from here.

Amazing.

If I was to ask you for five brands of luxury handbags

what brands would you offer?

[narrator] As their 15th anniversary approaches

can one of the world's most expensive hotels prove

they are still top of their game?

No one expected the police

to come with the bomb squad and dogs.

I want luxury. My guests want luxury.

I wanna hear Prada, I wanna hear Louis Vuitton

I wanna hear La Croix, I wanna hear...

anything else under the sun apart from Zara and H&M

[theme interlude]

[wondrous music]

[narrator] On the southern coast of the Arabian Gulf

stands the iconic Burj Al Arab.

Shaped like a giant sail

the hotel was designed to reflect

the region's sea-faring past.

[music continues]

Built just off shore

on a man-made island

the Burj is one of Dubai's original super luxury hotels.

[music continues]

[upbeat music]

Good afternoon, Concierge Burj Al Arab, Oscar speaking.

[narrator] Australian-born Oscar

has been assisting guests at the hotel

for the last five years.

This is Concierge, this is my nest, this is my home.

This is the heartbeat of who I am

and what my operations and what the team does for me.

Everything pretty much happens here.

As well as looking after and managing

the daily heartbeat of the hotel lobby.

[water spurts]

This is a very photogenic moment here.

With the fountains, we're actually surrounded

by luxury boutiques here as well.

So this is that moment where people capture

literally the location, they've arrived.

[narrator] To keep the guest experience

as exclusive as possible

the Burj does not offer any budget rooms.

[Oscar] Burj Al Arab is an all-suite hotel

202 grand suites within the hotel

distributed within 25 floors.

Every suite actually is double storey or duplex.

[narrator] Starting from around $1,300 a night

guests will find the most expensive suites

higher up the hotel.

[wondrous music]

This is the top floor of the hotel.

This is the floor for the royals.

[music continues]

[narrator] At a heady $15,000 a night

the royal suites are eight times the size

of an average home

and offer occupants the most unrestrained

furnishings and decor.

[sophisticated music]

It's a celebration of

of, of travel

of sourcing beautiful fabrics

from Europe and Africa as such, so

it's a real melting pot

and Dubai was always like a trading sort of nation

especially via the seas.

[narrator] The climax of opulence

is reserved for the master bedroom.

And let the show begin.

Of course the rotating bed as every king would like to have.

[narrator] Why do you think you need a rotating bed?

Ah, it may not be useful or practical

but it's just something special

it's something that no one else has.

Umm, and it's memorable.

[upbeat piano music]

[narrator] Creating a memorable stay at any hotel

begins with the arrival.

[Oscar] What's gonna happen now in the afternoon

we've got two critical groups checking in

so one will be a Chinese group

but they are actually arriving in Ferrari's.

[music continues]

Managing this driveway is very critical

for many it's their first impression of Burj Al Arab.

[narrator] To reach the entrance of the hotel

guests must first travel approximately 300 meters

across a private bridge.

[music continues]

[Oscar] I see it as a catwalk of guests coming in and out

beautiful guests, delegations, group guests.

[narrator] Of the 1,500 staff at the Burj

there are over 70 dedicated

to make the arrivals run as smoothly as possible.

[Oscar] They are our lobby hostesses

they recruit literally from around the world.

The minimum height needs to be 160cm tall

you can give or take a couple of centimeters

also depending on the culture

and the languages that they are offering.

The doormen again I recruit from around the world.

They need to look handsome.

They need to physically be six foot one tall

or 185cm tall.

So a lot of the times when I am interviewing and recruiting

I physically need validation from your passport

to ensure that you are actually tall enough

because I can't bring someone over

and they're five foot eight like me kind of thing.

[doorman] I have to handle the traffic.

I have to greet the guests, to receive their luggage

check in, check out

a lot of things I have to do

not only to stay as a tall and handsome guy.

[narrator] The hotel employ over 70 different nationalities

to cater for their international clientele.

Food and beverage manager James is from Birmingham England

and has been in hospitality his whole life.

I've never seen someone put gold on a cappuccino

in my life, never

and it's because we can, 'cause we should.

[soft upbeat music]

[narrator] James and his wife Sally moved to Dubai

looking for a lifestyle change.

Initially only intending to stay for a year or two

they've now been here for six.

[Sally] It's gorgeous. Get up, go to the beach

go shopping

which obviously you can't do that in Birmingham.

It's so safe here.

We really don't hear about

any crime.

We haven't locked the door in

the last three, four years, I cannot

I couldn't even tell you where my house key is

and that is, is crazy.

[narrator] Having fallen in love with Dubai

James and Sally are missing only a few home comforts.

If we could pick friends and family up and just--

-Put them over here. -...that would be ideal.

[narrator] What else do you miss?

Oxtail soup. [both laugh]

[upbeat piano music]

[narrator] Taking the brunt of the guests' demands

is the Concierge Desk.

Yeah, yeah, we're still looking

so give us a few more minutes, yeah?

All right, thanks. Bye.

OK, Jenn, hi.

[narrator] Assistant Concierge Manager Ecaterina

has been at the hotel for nearly four years.

I'm from Romania.

I studied tourism all my life

I really love being a concierge from the first day, I

I learned at school about these magical people that will

pull tickets to the theater from nowhere and

will get you the last table in your restaurant

and I thought that's very

amazing and fascinating.

[narrator] Before Ecaterina joined the concierge desk

it was an all-male team.

In our world here

you need to have a woman.

You always have a woman now at the concierge desk

because there are so many delicate questions

that will come from a lady or even from a man

that will not feel comfortable to discuss it with another man.

[narrator] One such delicate situation has just arisen.

A male guest has called to say

he wants to propose to his girlfriend

when they arrive later today.

And he wants to propose in the most romantic possible place...

[wondrous music]

Over 200 meters above the lobby

is the alternate entrance to the hotel.

[music continues]

Ecaterina has arranged for the guest's helicopter arrival

but has also been asked to track down

a very important package.

When I asked him

what would be so important it has to be there

on arrival

he said that it's his engagement ring.

For me, more important now is, if

we get the ring

and I get to go up there on the helipad

and hand it to him without her

suspecting it or anything.

[narrator] The only problem is

the package is delayed in customs.

Would you be able to tell me what's happening?

Do you think in about two hours we'll be able to find out

what's the status of this parcel?

There's been no update since 11 o'clock.

They can still stop at the, at the airport.

They can still, umm...

refuse to hand it to us.

We'll see.

It's quite stressful and we are hoping to

to, to have it in time for the proposal.

[narrator] While Ecaterina chases the package

the couple's personal butler

is preparing their suite with what

the hotel refers to, ominously

as a "romantic turn-down."

[Shakeel] I'm not placing only the rose petal

it's a love, from our side

for our guest.

[narrator] Imported from Colombia and Kenya

there will be no less than 5,000 rose petals

covering the couple's suite.

[Shakeel] Hopefully when she will see this all surprises

she will be say, yes!

Do you think, we could come and pick it up ourselves?

Thank you very much, thank you, have a good day.

Goodbye, bye, bye. Yes!

[narrator] With the package through customs

and on its way to the hotel

the arrival team prepares the helipad lounge.

Right now, this is a very special moment

which is a romantic moment.

So we are going to serve the guests this champagne.

I heartily feel something which

I cannot explain, I am speechless.

Can we please scan this parcel?

[narrator] Finally armed with the ring

Ecaterina heads to the helipad

with just seconds to spare.

[quiet upbeat music]

Please, nobody steps on the red carpet!

[narrator] The Burj Al Arab

or "Tower of the Arabs"

was designed to attract the rich and famous

from around the world

with the promise of extreme opulence.

Now it's getting exciting. [nervous laugh]

[narrator] But not all the visitors are wealthy.

Arriving by helicopter

is an American fireman

who has saved up to propose to his unsuspecting girlfriend

on the hotel helipad.

[wondrous music] [helicopter blades]

To avoid suspicion

Ecaterina from Concierge

is delivering the ring still inside the courier's box.

[music continues]

Good morning! Welcome to Burj Al Arab.

-Are you Ecaterina? -Yes, your parcel has arrived.

Nice to finally meet you, Ecaterina.

There is an open slip over there.

-Let's do this. -Oh my god.

You showed me a love that

I didn't know was possible.

Through the years it just keeps getting stronger and stronger.

We know we're forever, I think it's time

we let everybody else know this.

Will you be my Mrs. Elmore?

For sure.

It's done! [laughs]

It went perfectly, she said yes, she was surprised.

I think it was very unique to propose via

a box, a different kind of box. [laughs]

Thanks Ecaterina, thank you very much for making all that happen.

Oh, you're welcome, it's my pleasure.

[narrator] Chris has taken time off work in Afghanistan

to treat girlfriend Barbara to her first stay at the hotel.

The journey from the airport alone

has cost him over two weeks wages.

[applause]

I'm...

overwhelmed, I don't know what's happening.

I'm so excited to stay at the hotel

and now this, and

I'm engaged. [all laugh]

[quiet upbeat music]

[narrator] After its construction 15 years ago

it took 250 designers from around the globe

to complete the hotel's interior decor.

This included 24,000 light fittings

and over 130,000 gallons of paint.

[upbeat middle Eastern music]

But 15 in Dubai years, makes the Burj an old man.

[music continues]

Preventing the hotel from losing its shine

is a continuous operation.

[Mounir] Get the management here, OK?

I don't want to see this escaping like this.

Please, I want this checked out properly here.

[narrator] In charge of the hotel's upkeep

is 65 year old Mounir.

He's been at the Burj since it opened.

Could you describe the relationship you have

with, with the building?

Ahh, ahh, it's like, you're asking me, like you're asking

Romeo about Juliet, my dear.

You know, I mean, you know

uhh, it's a, it's my nest, it's the nest of my soul here.

[light upbeat music]

All these crystal by Swarovski

this is by Swarovski

this is Swarovski

and again all the lighting in here

made by Swarovski.

Yeah, the floor is leather

it's pure leather, it's not just plastic, it's leather.

I mean, to maintain this we buy every year the whole set

because there's high heels and everything.

Now you see this one?

This is its flush.

There is electronic device there

you can see it's not hard when you push.

Every year this has to be

sent for gold plating.

You know, the fittings, you know, it is very nice.

[laughs]

[narrator] Throughout the year

there is often an entire floor closed to guests

allowing for a continuous maintenance cycle.

Morning, lady.

How are you, Marianne?

Not bad, not bad.

[narrator] Gold is a recurring theme throughout the Burj.

In addition to the gold plating

the hotel contains over 2,000 square meters

of 24-carat gold leaf.

[Mounir] You might think

why you spend too much gold leaves?

Because the gold leaves is metal

and it will oxidate

after one month or two months.

So if I have

to do the touch up in here

I have to do the whole leg.

You do the whole leg, will be

different color than the second leg.

Then I have to do the four leg.

You do the four legs, you have to do the backdrop.

If you do one chair

in a suite, it will look different than the other chairs

So you have to do everything.

Why is there so much gold in the Burj?

It's a good question.

The gold for this place I can describe it in one sentence.

It is to represent

the majestic Arabian culture.

[wondrous music]

[narrator] For some

the color of Arabian culture can be infectious.

[music continues]

The Burj's gift shop

capitalizes on this lust for luxury.

[Gopal] We are at the Burj Al Arab boutique

where we have lot of exclusive items

created especially for us.

[narrator] Indian-born Gopal

has been with the hotel for nearly three years.

Starting with, you see our Burj Al Arab logo

has been converted into a jewelry

which is a platinum and a gold.

This is again a very popular item, as you see

it's a gold iPad.

So far, we've sold it to

lot of Russians, lot of Chinese

and couple of British guests as well.

How much are they?

The iPad can cost $10,000.

So I am pretty sure I can't afford that piece.

Is it a form of intoxication, all this opulence?

It is. You know, when you come in, you

you think you are dreaming or you are in a dreamland actually

because you could never imagine some things, some things

could exist, like that.

And then you really come in and you say like, wow

is it really real? Am I dreaming

or I am just in a, you know

in a different world?

Does it get you high?

Yeah, probably yes.

[laughs] I wish I could take one with me.

[music continues]

[narrator] Today, Gopal is receiving a new consignment

of gold-plated mobile phones.

Commissioned especially for the Burj's 15th anniversary.

You know we put your 15th anniversary logo on the box.

Yeah.

And that's gold-plated, obviously.

Exactly.

So this is

-black gold, so it's laser-cut. -Yes.

But it's laser engraved, and then we polish it.

And then we plate it in gold.

[narrator] Amjad from Scotland

runs a London-based company

specializing in gold-plated luxury items.

We've left the logo in black.

[narrator] Dubai has become one of their most important markets.

I think it's overtaken...

I know it sounds harsh to say, but

it's overtaken London, it's overtaken New York

everybody's into bling

and gold is the ultimate precious metal.

We work with the rich, the famous

captains of industry, royalty

Justin Bieber

we've just done some stuff for the Kardashians

and the odd ex-president.

[upbeat music]

[narrator] Since Dubai styled itself

as a center for luxury tourism

expats wanting a piece of the action

now outnumber the locals four to one.

This is a route that I some times like to take because it is

the Beverly Hills of Dubai.

So for here, every second villa

is either a plastic surgeon, a medical center, a couturier.

[narrator] To get a taste of Dubai's lavish lifestyle

concierge manager Oscar

moved over from Australia seven years ago.

It is my home, it's my second home.

Lucky in my profession I kind of know it

like the back of my hand.

It's my job to know a new boutique, a new burger joint.

[narrator] After working in a neighboring hotel

it took nearly two years of patiently waiting

before Oscar finally got the job he'd dreamed of.

It sounds like a cliché

but I think the first time I drove across

and even at the point of my interviews, going

for Concierge Manager Burj Al Arab

was just unreal. It's just

it's like a palace, it's really like a fairy-tale destination...

[quiet upbeat music]

[narrator] Getting the top job in Concierge

was a combination of a long journey in customer service

that for Oscar started in a clothes shop in Oz.

I was young, inexperienced

somewhat even clueless.

I was working in a department store

back in Melbourne

selling Levi 501's.

Within two years I decided to go to London.

I worked in Harrods and Selfridges, so...

it really sort of fortified the fact that

I will always be looking and I was passionate

about looking after guests with a higher

with a higher demand

or high discerning taste as such.

So I was dealing with

in the days of the Spice Girls, Princess Diana

Take That

that was the real heyday

where me as a little simple Australian

was working in the places of kings and queens

of the rich and famous, literally.

[narrator] Many of the guests at the Burj

are keen to purchase luxury items during their stay.

[quiet upbeat music]

For some employees

an encyclopedic knowledge of brands is essential.

So if I was to ask you for five brands of luxury handbags

what brands would you offer

to a guest at Burj Al Arab?

What about a fashion designer?

Do you know what a degustation menu is?

In a nutshell, why do you want to work for Burj Al Arab?

[narrator] Oscar has a vacancy on his concierge team

and is hoping to find someone

that matches up to his strict criteria.

My secret weapon is my luxury test.

So someone can be very professional

someone can have worked in a hotel for ten years

but if they can't tell me certain answers

pertinent and a little bit more unique

to the lifestyles of the rich and famous

all the best for another position at another hotel.

If I get answers such as a luxury handbag being Zara

or H&M

that colleague or that candidate

is probably not appropriate for Burj Al Arab.

I want luxury, my guests want luxury.

I wanna hear Prada, I wanna hear Louis Vuitton

I wanna hear La Croix.

[button tones]

[narrator] Oscar's next potential candidate

is 26 year old Lena from Germany.

Lena, hi. It's Oscar calling from Burj Al Arab, how are you?

-Hello, good, how are you? -Good, good, good.

So if my guest wants a pair of kitten heels

where are you gonna start your search?

OK, that's good.

That's good. So at least you know

that you'll be pursuing shoe shops as opposed to pet shops.

Champagne brand?

Yeah, fabulous, that's great, great.

What is cashmere?

And what is a kosher meal?

It's OK.

Thank you so much for your time, Lena.

-Thank you. -OK. Have a good day.

She did really well. Sometimes people really choke

and they've got no idea.

It's something that we're not always born with

we don't have Tiffany and Co. you know, in our mouth

at the point of being born or what have you.

We're not wearing couture and Georgio Armani.

But it's something that you need to have a liking for.

[quiet upbeat music]

[narrator] As well as expertise in luxury

guests expect the very best in hospitality

especially when attending high-profile events.

[music continues]

Tonight, the hotel's ballroom will be hosting an awards dinner

as part of Dubai's 11th International Film Festival.

[indistinct speaking]

Food and Beverage Manager James

has been tasked with making sure the event is an instant hit

with the visiting film industry.

And cocktails are all free.

We're making them back of house?

-We have runners for this? -Yes.

-And bartenders? -Yes.

There's a few things like this that happen

throughout the year in Dubai, that are

quite a high profile, quite a high profile thing for

Dubai, really, so it's really an honor

to host the gala dinner, the gala event.

[narrator] With the possibility of royalty

presenting awards at the gala dinner

there is an unscheduled visit from the Dubai police force.

[music continues]

Preparations come to a halt

as James and his team are ejected from the ballroom

just as guests are about to arrive.

Obviously we've got a VIP event tonight

but no one expected the police

to come with the bomb squad and dogs to search

which is, yeah, it happens occasionally.

It's one of those things, this is one of the things

that we have to deal with.

[music continues]

Hi, it's just me.

Can you just help on the driveway?

It's clear now, but I just need you sort of looking.

OK, yeah.

So just in the driveway

so I can look after the VIPs arriving.

Cheers, tata, bye-bye.

[narrator] Concierge Manager Oscar

is coordinating front of house

during the awards dinner for the Dubai Film Festival.

At the end of the day it's still a hotel.

So people are checking in, checking out

having dinner

so it can get sometimes quite frantic.

So we've got everything as far as

what we can, all hands on deck, basically

for tonight's movement.

Are all these guests waiting for a bus pick-up?

-Oh. -Buggies.

-Buggies. -Yes.

Oi, oi, oi, you're with the film festival.

[narrator] Determined the guests will

experience an elegant arrival

Oscar wants to shift the high volume of daytime visitors

away from the entrance.

Is it just the two of you?

Can you drive them to their hotel, please?

[indistinct speaking]

Sweetie, where are your valet Parkers?

Where are the valet Parkers?

I count two, where are they?

[indistinct speaking]

Quick, quick.

Quick sticks.

[sophisticated music]

[narrator] Tonight's awards

are for films originating from the United Arab Emirates

and Arab world.

The film is called "Fi Al Waqt Al Dae'a"

in Arabic, and the English title is "In Overtime."

"With Thy Spirit" is my short movie.

It's about, it's about Lebanon and a monastery.

With Burj Al Arab it feels, I always say

it's like if you ever wanted to film 1,001 Arabian Nights

you've got the set built already.

[music continues]

[narrator] With the awards ceremony about to begin

James will not relax until his royal guest has arrived.

If our top VIP is actually

does decide to come and

he's going to be having the top table in the middle, so

we've got a little bit of security waiting for him.

[majestic music]

[narrator] His Highness, Sheikh Mansour

the son of Dubai's ruler

arrives just in time to present the awards.

When they arrive, there's a

sudden spike of pressure

and as soon as you've got it all settled

and off you go, it's good.

[applause]

So what are you gonna do later?

Definitely the Crown and Lion is going to be calling.

Or my balcony, sat on a, sat on a beanbag

just relax, just relaxed, chilled out outside

sat down having a glass of wine with my wife.

[upbeat music]

[narrator] When you're staying

at the world's most exclusive hotels

you expect the very best in cuisine.

The Burj Al Arab has eight restaurants

and bars under its roof

serving everything from gourmet business lunches

to high tea.

[music continues]

In charge of running the kitchens

is Executive Chef Maxime.

You can hear, you know [bread cracking]

this nice melody, yeah?

[narrator] With a team of over 200

there's more than one chef for every suite in the hotel.

We built the team according to the restaurant.

So we here we have Italian chefs,

Indian, French, you know, they

and they also bring their influence.

It's really interesting to share, you know, this

you know, this influence from all over the world.

Ahh, look at this.

[narrator] Maxime spends much of his time

trying to source the finest ingredients

from around the world.

This is line-caught sea bass. No net.

Beautiful oysters coming from Ireland

maybe two days ago they were in the sea.

Amazing.

So I'm going to show you another beautiful product

that we have here.

It's actually a beautiful balsamic vinegar.

It has one hundred year of age.

Ah. My god.

As you can see, it's very thick.

What does it taste like?

Paradise. [laughs]

[wondrous music]

[narrator] At the Burj's most famous restaurant

Al Mahara

it's more than just the guests that need feeding.

[music continues]

One of three aquariums in the hotel

it takes a team of seven staff to maintain them

led by British marine biologist Warren, from Plymouth.

I work in a unique place which I'm extremely proud of.

I've been here for

thirteen plus years.

And these aquariums, they are part of me.

I've popped my head around the corner

on a couple of occasions and

not seen much conversation going on

but guests sitting there, mesmerized by the exhibit.

[narrator] Most popular with the guests

are the hotel's resident sharks.

[music continues]

To keep all the exhibits healthy

occasionally a team member will venture into the tank.

Just observing to see whether all the moray eels are feeding.

[narrator] By keeping all the fish well-fed

they are less inclined to eat each other

or take a fancy to the divers.

One time I jumped in the tank

and I had the food box with all the fish inside.

As I opened up the container, all the juice

from the sardine

waved up and washed up over my suit.

I was looking around for the zebra shark

and then all of a sudden

I felt the shark tugging at the back of my wetsuit

trying to rip my suit off

obviously mistaking it for a sardine.

You got mistaken for a sardine?

I certainly did get mistaken for a sardine, a large one.

[soft upbeat music]

[narrator] Guests at the Burj frequently include

both heads of state and royalty.

Today, the Ugandan flag is flying

to mark the arrival of its King.

Concierge Manager Oscar

has been asked to help out with a royal makeover.

I managed to find some tailors

and of course they sound very regal

the company name is Knights and Lords.

So again, befit for a king

befit for sort of ceremonial purposes

and they also have the experience

of dealing with, I guess, high-ends in London.

I always have to look at my suppliers.

Do they look smart? Do they look sharp?

They're selling suits, and if they're in a bad suit

I've probably made the wrong decision.

This is his highness King Oyo.

[narrator] 22 year old King Oyo

is currently the youngest ruling monarch in the world

responsible for four and a half million subjects.

The king is touring Dubai

looking for inspiration on how to modernize both his Kingdom

and his image.

What color is this one?

[indistinct chatter]

It's a color option, like a royal blue.

I like this one.

Hi, I am Oscar, pleased to meet you.

[narrator] Accompanying the King on his tour, is his mother.

She has been taking an active role

in evolving the King's image.

What we are looking is we are looking for his own brand.

So it will be like the King Oyo's brand.

So it will be unique.

And we were just discussing with his majesty

some identities and looks

that will, be

exclusive and defining to him.

I've never seen this cut.

That's a complete bespoke suit, so we can still talk about

the cut, the style, everything from the stitch to the buttons

to the lining can be

just as you wish kind of thing.

So we can be a little cheeky

we can still be very dignified

but it's made just for you.

As much as they might be the facade of royalty

of a beautiful hotel

it's a mother and a son

discussing what to wear, how to wear

where to wear it as such so the king

will always respect his mother.

No, it's a mother-son sort of experience.

Yeah, I'm still involved

because he's still young and

until he gets his own queen, maybe

I'll be out of his way

but now I'm still involved

as a mother.

A son can't grow out of his mom

so a mom is always there.

[quiet upbeat music]

[narrator] Providing a very personal service

is at the core of the hotel's philosophy.

They have over 200 staff

working in the guest services department.

[Lana] Everybody has gloves? And you put it on?

[narrator] Helping keep the small army of butlers on course

is supervisor Lana, from Uzbekistan.

My dream was to become a writer.

And it was never my dream to work in hospitality.

I never heard about hospitality in Uzbekistan

but when I arrived to Dubai

my dream has changed.

[narrator] Today

Lana is overseeing the departure of a family

going on a helicopter tour of the city.

No, you will be here

because guests will come from here.

First Dana

then we will have Lance.

[narrator] The hotel prides itself on giving guests

the best in Arabian hospitality

but Lana has adopted some British influences.

I have watched "Downton Abbey,"

if I'm not mistaken with the name

for, I think it's the fifth season now

and it is extremely interesting to see how the butlers behave.

So they take the rose water, they take the towel.

We have used on board a lot of tips.

We told our colleagues to watch this movie as well

just to feel the taste of being a butler.

[narrator] Occasional delays from air traffic control

can keep the butlers waiting on the roof

in temperatures of up to 113 degrees Fahrenheit.

Sometimes we can stay here for half an hour, one hour, because

the airplane not landing on time.

So we are here waiting.

Has anyone ever fainted?

Not in our history.

As I said, our butlers are very strong.

[laughs]

Happy birthday! [laughs]

Good morning, everybody.

Good morning. Thank you very much.

[narrator] This is the third time the Diederich

family have stayed at the Burj

but their first time on the helipad.

First of all, I didn't dare

to walk out this door

but then I thought it's all for me

it's my special day.

I thought it was a good idea that

for a very special birthday of my wife

I booked something also very special.

Bye!

[quiet upbeat music] [helicopter rotors]

Let's refresh ourselves.

[upbeat music]

[narrator] The beginning of December in Dubai

means time to celebrate National Day.

It's been 43 years since Dubai united

with the six other Arab Emirates.

Conveniently coinciding with the Burj's 15th anniversary

the hotel have decided to put on a spectacular beach party

for loyal guests and local VIPs.

[upbeat middle Eastern music]

Executive Chef Maxime

has been tasked with meeting the high expectations

of the 600 guests.

We use the best dishes of

each restaurant.

As a reduced portion

it has to be very practical for the guest to eat.

We need to organize the spoon, the little spoon, oyster spoon

sorry, oyster forks.

Can you imagine

one of our VIP having difficulties to eat

an oyster?

They are quite picky, let's say, you know.

[narrator] To complete one of his dishes

Maxime has been holding out

for the crowning ingredient

that he hopes will get the guests talking.

[quiet upbeat music]

So this is the black truffle.

We call it the "Black Gold."

This will be sliced on top of the Lacheron cheese

and it will bring, umm

you know, along with the cheese

an amazing taste and an amazing perfume.

[narrator] Foraged in rural France

by specially-trained dogs

and costing over $1,000 a kilo

in the truffle world

size is everything.

This is the common one you can see on the market, basically

OK? And this is Burj Al Arab size.

[laughs]

[narrator] The 15th anniversary celebrations

have a particular significance for 23-year-old Noor

the Assistant Marketing Manager.

A native to Dubai

she has lived here her whole life.

I grew up actually watching the Burj

from the living room window of our house.

You could say we're childhood buddies

we grew up together.

[narrator] As part of the coming celebrations

Noor is designing a photographic display

that will allow guests to see the birth of the Burj

as she did as a child.

You can see the hotel without the sail

uhh, you can see the

the side of the hotel without the glass panels.

It's gonna bring back a lot of good memories.

[narrator] Since the Burj was built

Noor has watched a dramatic transformation of her country.

It really was like sprouting a seed

in the middle of, you know

an empty desert

and things just blossomed around it.

You would see other hotels

you would see roads, you would see constructions

you would see houses coming up around the area

expanding around Dubai and expanding

around the United Arab Emirates.

The guests will look at the island starting and then

here you go, it's

the final image is right in front of you.

It's picture perfect

it really is.

[narrator] Working hard to make the beach VIP proof

is Food and Beverage Manager James.

Hotel manager Ammar

arrives to cast a critical eye.

How many of the ladies we put in the beautiful dresses

-will be at the entrance? -We should have twelve

so we've got six in red, six in black.

Everything's important to Ammar.

Everything, every little detail, line, every finish, everything.

You can't run the world's most luxurious hotel and not.

This is really a problem, uh?

OK, and can really be a hazard, you tape it.

You can look at that, if we find the right color of tape.

Always remember, nobody wants to walk on sand

in particular ladies.

-Of course. -Yeah?

We're talking about some really important dignitaries

that are coming. If we need to carpet the whole beach

we'll carpet the whole beach.

[narrator] James has another pressing concern

one he wasn't expecting from the desert city.

[quiet upbeat music]

Very, very rare that it rains.

There's a lot of staging equipment, a lot of lighting.

If it rains a lot of electrical equipment is gonna get

potentially ruined.

If the wind gets up too much, the fireworks will be off

could be catastrophic, really.

[narrator] But even with news of thunderstorms

further down the coast

James is confident.

If it comes, it comes, it's one of those things.

We have to

we have to cope with whatever situation comes to us

if we need to start moving in umbrellas

we'll move in umbrellas, it's OK.

A little bit of rain won't stop us.

It might electrocute everybody, but...

[music continues]

[narrator] For many of the staff

the anniversary celebrations

are a reminder of how much their lives have changed

since joining the hotel.

[quiet upbeat music]

Butler Shakeel moved to Dubai

eleven years ago after being recruited in Pakistan.

First time when I saw the Burj Al Arab

it was like a mountain standing in front of me.

I was just slapping my cheeks like this

that it's a reality that I'm going to work for Burj Al Arab.

I've served

many presidents

football, soccer players

movie stars

I've met everyone.

[narrator] Some staff can find the hotel's high profile

rubbing off on them.

Back at home my family is treating me like a celebrity

because they always recognize me

with Burj Al Arab.

Good morning, Mr. Elmore.

May I come in?

[narrator] Two guests that Shakeel has been looking after

are Chris and Barbara

who recently got engaged on the helipad.

Shakeel loves his job

it's, it's evident from the first time you talk to him.

He truly does enjoy what he does.

[narrator] With their romantic stay coming to an end

fireman Chris will return to his job in Afghanistan

while Barbara returns home to Germany.

I got to know that they are going separate ways.

This is emotional moment for me

because I can see both are

you can say like, a crying, you know, so

you have to understand.

Allow me to open for you.

Thank you.

Thank you, and congratulations, thank you.

Thank you very much. Thank you.

[tender music]

I really didn't expect that he is going to hug me

which is, uh

people will do when they will feel

something really heart-touching.

So he was saying thanks to me

maybe he did a hundred times to me.

[quiet music] [water flowing]

[quiet upbeat music]

[narrator] With just an hour to go before the celebrations begin

Maxime is transporting food for 600 guests

from the hotel kitchens to the private beach.

You can see it's a kind of excitement everywhere but

basically the food arrived here on the beach, so

we have to be very fast to

place all what has to be, you know

stored in the chillers and

so we have to go fast.

We have oysters, we have scallops, very fragile items

that has to be stored as soon as possible.

[narrator] In the cutthroat world of luxury hotels

an event like this gives the Burj a chance

to outshine the competition.

We have been working for this project

for more than seven months

and today's the day we're gonna be

hosting that event, so it's very, very

very important you give your best

you smile all the time

and you make sure

you portray Burj Al Arab image at all times.

[upbeat music]

[narrator] Concierge Manager Oscar

is on transport duty.

We've got five buggies, these are

the Rolls Royce's of buggies.

My responsibility tonight essentially is to ensure that

a lot of the guests get from the front doors

directly to the beach.

Hi, welcome on board.

It is a gala event, so people are dressed up.

We'll have heads of state

we'll have royalty

we'll have heads of businesses, so

it's going to be a fancy shindig.

This is the ticket

ticket of the year, I guess.

[wondrous music]

[narrator] After months of planning

the celebrations finally get under way.

There was a few spots of rain

just as I was moving some last minute furniture

but all calm and no wind.

It's a massive relief

massive achievement. Something we're quite proud of

especially as a team there's a lot of pressure.

It's a sense of pride, I like seeing that people are curious.

I'm just waiting for the fireworks now.

[wondrous music] [fireworks explosion]

[narrator] Sparing no expense

two tones of fireworks are released

stretching out across a kilometer of the Burj's skyline.

[music continues] [fireworks explosions]

It's hard not to get emotional

when you sort of see the place that you work

my office kind of being lit up

with fireworks and sparkles.

It's hard not to get caught up

and a little bit choked up upstairs.

[narrator] The staff have helped

put Dubai on the international map

but will they manage to satisfy

the high demands of guests in the future?

15 years ago when they first built the hotel

this was the one symbol

this was Sheikh Mohammed's

icon for, for the region

and to still be that symbol now 15 years later

I think it's still going to be that symbol

in many, many years to come.

The day I leave Burj Al Arab

it's probably not even in my

thought process at all

it's like a dear friend

I am part of Burj

just as much as the red couches in the lobby

or the 24-carat gold.

[music continues] [fireworks explosions]

[ending music]