Behind the scenes at… The Ritz London: a day in the life of the hotel’s butler, concierge and Michelin star chef

Watch what happens behind the scenes at the iconic hotel
Amy Ashenden16 February 2017

The Standard has gained exclusive behind the scenes access to one of the world’s most luxurious hotels located in the heart of the West End.

Head Butler Jakub Urbaniak starts his day at three am, heading down to Covent Garden Flower Market to meet market stall holder Eddie, who helps him select the freshest bouquet for The Green Park Suite at the hotel.

Jacob told the Standard: “It’s my favourite place to start the day – it’s full of flowers. Usually I’m here around five o’clock in the morning to make sure all the flowers are fresh."

Having chosen a selection to “accent the colours of the suite”, Jakub then heads back to The Ritz London to add the finishing touches – including champagne, flowers and fruit – to the suite, ready for guests’ arrival.

Through the rotating doors, behind the front desk, is Michael deCozar, who began working at the hotel almost 44 years ago and is now Head Concierge.

He said: “When I first started we didn’t have computers so everything was done by hand and remembering guests’ names and numbers.

“We want our clients to think of us to think of us as the fixers of the world.”

Behind the scenes at The Ritz London

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Besides making an appearance alongside Hugh Grant in Notting Hill, Michael says his most unusual task was a request that came through on one of his first ever shifts.

He explained: “During my first Christmas as a junior concierge at the desk, it was very quiet. I got a phone call – a gentleman asked who I was and said: ‘look, you’re going to make my Christmas for me’.

“He asked me: ‘could you send someone up, collect two white canisters, I want for you to organise a chauffeur to go to Brighton sea front to collect some sea water for me. My family came from that area and I want to have a nice bath in the water from Brighton'.

“So I said: ‘look, I won’t get a car for you, I’ve got a luggage porter in his Morris Minor'.

“He drove all the way to Brighton, emptied the containers into the bath, and we made his Christmas.”

Founded by hotelier César Ritz in 1906, The Ritz London prides itself on running a tight ship in its housekeeping department, which even includes an academy of trainees, as well as housekeeping supervisor Vanda who has worked at the Ritz for 20 years.

She told the Standard: "To me personally, it's always been a magical place. I feel that I fell in love with this place as soon as I came in on my first day - the tradition, the furniture, the upholstery.

Housekeeping supervisor Vanda: 'It's a magical place'

"Our aim in housekeeping is to be very much consistent in what we do, also to build relationships with our guests."

The hotel recently received a Michelin star for its restaurant, headed up by John Williams MBE.

Downstairs in the kitchen, John and his team rarely have a quiet moment. He says working at the Ritz is always a busy operation: “As an executive chef within a hotel, you’re dealing with lots of different situations - obviously breakfast, lunch, afternoon tea, dinner, and of course any snacks that people may like.

“I have a large brigade of some 65 people and we’re very, very unique in London – we still prepare all of the food that is actually served to our guests.

“The only thing I do not make on the premises is our sliced bread for our afternoon tea – we have specialist bakers for that because we use over 350 loaves a day.

“Food is about giving enjoyment and if you have happy customers, you’ll have a happy kitchen.”

This video is part of our Behind the scenes video series - subscribe to the Evening Standard's YouTube channel to watch new episodes the day before they appear on the website.

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