The Merchant Hotel Belfast

Second visit to the city's 5* hotel in the heart of the Cathedral Quarter. The property has 7 Suites and 57 Art Deco and Victorian-style bedrooms to accommodate guests. Tuesday 19th December 2017, 20:15 PM.

The 'Compromise and Complacency' as observed to the visual Work Environments and the guest service etiquette of the Personnel:

- The Cocktail Bar 20:15 PM. Upon arrival and 5 minute wait, the Bar Manager Mr James Maddison 'uniform jacket unbuttoned', presents the cocktail bar book. The first impression is not favorable, as the visual condition of the book is in a 'very poor' state ? Both the exterior and interior covers of the book are 'stained' and illustrated with 'fold marks', the interior pages 'frayed' and 'creased' throughout.

**This cocktail book is in such a poor visual condition, that I present it directly for the attention of The Merchant Hotel owner, Mr William Adams Wolsey.

- Prior visits to the Cocktail Bar, all guests were served an instantaneous complimentary glass of water and nibbles to compliment their drinks, however, although the bar is busy on Tuesday 19th December, neither is served during my 1 hour tenure at bar, this 'oversight is a first'. Additionally, whilst waiting for their drinks, the two gentlemen adjacent to me had to ask the bartender, Mr Stephen Downie for two glasses of water ?

- In review, the overall visual appearance and guest service within the Cocktail Bar has 'unfortunately diminished' since The Merchant Hotel first opened in 2006 ?

- No 'instantaneous welcome' to guests by the bar service personnel ?

- The bar counter itself is 'unclean' and 'untidy' ?

- 'Delays' from the guest service personnel to lift 'empty glassware' from the bar counter ?

- The fine, red leather drink coasters at the service end of the bar, were 'scattered' and 'not neatly stacked' ?

- The bartender during service, is chipping away at the ice to make individually themed cubes for cocktail drinks, but the fragments of ice 'inconvenience' guests sitting at the bar ? *Furthermore, this duty should be undertaken by the bar personnel before the cocktail bar opens and not during guest service ?

- When asking the Bar Manager Mr Maddison the price for a glass of the Remy Martin Louis XIII Cognac, both he and the bartender Mr Downie 'do not' know the price, but have to reference the cocktail bar book ?

- 21:10 PM upon leaving the Cocktail Bar, noticed that the log fire is allowed to 'burnout' and is 'not relit' ?, but this ornate fireplace, adds a distinctive glowing character to the ambience of the Cocktail Bar environment.

The Ownership of The Merchant Hotel Belfast, Mr William Adams Wolsey Managing Director, is informed of the discrepancies on Friday 22nd December 2017, 15:20 PM.