Pennyhill Park An Exclusive Hotel & Spa
Pennyhill Park is the 'Benchmark' 5* property of the Exclusive Hotels and Venues Group. The 19th Century Manor House is set within 123 acres of woodland and parkland, and The Spa at Pennyhill Park utilizes 45,000 sq.ft. accommodating eight indoor and outdoor guest pools. The visit is an overnight stay during Friday 16th to Saturday 17th December 2016. The Exclusive Groups Managing Director Mr Danny Pecorelli was named The Caterer 2014 UK Hotelier Of The Year.
The 'Complacency and Compromise' as observed to the visual Work Environments and the guest service etiquette of the Personnel:
- 14:30 PM upon arrival, whilst seated in the hotel lobby, observe a female employee walk from behind the reception desk and across the hotel foyer with a noticeable 'worn-hole' in her uniform right stocking ?
- The ornate log fire, which added a distinctive glowing character to the ambience of the hotel foyer environment, is allowed to 'burnout' at around 16:45 PM, and is 'not relit' for the remainder of the day, or into the evening ?
- 19:15 PM whilst dining in The Brasserie, notice two guest service personnel handling clean wine glasses by the bulbs of the glass and not by the glass stems, thus creating 'fingerprint marks' ? Additionally, neither utilize the use of a service tray when holding the glasses 'by hand' in the open restaurant environment, and in full view of the guests ?
- 21:00 PM observed throughout the evening, that the 2 night security personnel working the internal and external environments of the Resort, were blatantly 'Chewing Gum' whilst on duty, and in the presence of hotel guests and staff members alike ? No employee or Manager approached the 2 security personnel to 'counteraction this practice to cease' ?
- 23:30 PM upon meeting the Night Manager starting his shift, whilst in conversation with Mr Mark Pugh, notice that the front of his suit is 'severely stain marked' ?
- After 23:00 PM, Pennyhill Park 'does not' provide its guests with a 24 hour room service menu ? This 5* resort property has 124 luxury bedrooms and Suites within the main hotel, and private stand-alone Suites throughout the estate. A property of this ilk, should necessitate its guest services to implement 'night chef personnel as a prerequisite' ?
- Although the hotel operated a Valet car parking service throughout the day, this guest service 'ceased to exist in the evening after 19:00 PM' ? On numerous occasions throughout the night and into the early hours, I became very aware that unfortunately both hotel guests and visitors alike (intoxicated), had to make their own way to their respective residence or guest car park by walking, a considerable distance from the main hotel ?
- 09:30 AM The Brasserie, observed that the breakfast table settings for some reason were all 'missing teaspoons' to compliment the cups and saucers ? Witnessed one guest utilizing the 'handle end of a small knife' to stir his tea or coffee ?
- 12 Noon throughout my tenure at Pennyhill Park, I have noticed a recurring theme in relation to hotel personnel either 'wearing or not wearing' personal name badges as part of their uniform ? This deficiency is multi-departmental and encompasses all positions ?
The Ownership of Exclusive Hotels and Venues, Mr Danny Pecorelli Managing Director, and Mr Giuseppe Pecorelli the Founder of the Exclusive Group, are informed of the observations on Friday 30th December 2016, 15:28 PM.
