Manor House Rathlin Island

The Manor House on Rathlin Island is located 6 miles off the coast of County Antrim in Northern Ireland, with the location offering a unique 3* Guest House environment accommodating 12 guest rooms. Recently reopened in 2017 after an extensive refurbishment project, this 18th century Georgian property is owned by the National Trust and designated a 'Grade B+' listed building. The Independent Inspection at the Manor House was conducted during two separate visitations; 1. during lunch within The Lighthouse Cafe on Friday 11th May, and 2. during dinner within The Island Restaurant on the evening of Thursday 17th May, followed by the Manor House guest Rooms during the morning Friday 18th May 2018.

**I had been given a brief tour of the refurbished Manor House by the newly appointed manager Mr Alan Haire on the afternoon of Saturday 28th April 2018.

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

- Friday 11th May the Lighthouse Cafe 13:10 PM, notice there is numerous coffee or tea 'stains' upon the seat which I occupied ?

- At the time I am the only guest within the Lighthouse Cafe having lunch, when asking the waiter on duty the soup of the day, unfortunately he 'does not' know the soup of the day ?

- Upon finishing lunch, I request a pot of tea. The cup at my place setting (turned down upon the saucer), turning upright notice there is a 'slight chip' upon the rim of the cup ? *The newly appointed manager Mr Alan Haire is on duty during lunch, and in this regard, has already clearly 'failed' in his position of responsibility ?

- The receptionist Kelly-Ann is wearing blue jeans and casual wear today, yet on Saturday 28th April she wears a smart formal black and white uniform whilst on duty ?

- Alan Haire the manager on duty is also wearing jeans, whereas the Manor House guest service Personnel attire is black and white u7niform ?

- When paying my lunch bill, I am not charged for the pot of tea ?

- For some unknown reason, my used soup bowl and plate from lunch is not taken directly to the kitchen by the waiter, but placed in full view behind the reception desk ?

- The bottles of red wine displayed upon the bar counter behind the reception desk, are all presented 'vertically' and not horizontal, the correct etiquette for red wines which utilize corks ?

- Thursday 17th May the Island Restaurant 19:30 PM, whilst sitting in the reception area, I notice Mr Alan Haire the manager is wearing 'training shoes' with his pinstriped trousers and open collared shirt attire ?

- The pinstriped trousers have a 'visible hole' near to the back of the trouser waistline ?

- Mr Haire was also on duty providing guest service to the Island Restaurant 'unshaved'.

- My first pint of tinned Guinness is 'served flat', and at the 'wrong temperature' ?

- The silver bottle cooler is 'not clean' and 'marked with stains', yet this is presented to the dining guests table by the manager ? No presentation wine service cloth displayed to accompany the bottle of white wine within the bottle cooler ?

- The bottle of red wine with sealed cork is taken from the bar counter by the waitress and served to the dining guests within the Island Restaurant. But how long has the bottle of red wine been displayed 'vertically' ?

- My second pint of tinned Guinness is 'served flat', and notice that the refrigeration is not set at the correct optimum serving temperature of 8 C for white wine and beers ?

- Having only selected a main course as my dining choice, the appetizer knife and fork together with the soup spoon remained at my place setting throughout the entirety of my meal ?

- Whilst dining, I was 'not offered' either bottled mineral water or jug of water during my meal ?

- During a dining conversation with two American guests, I notice that the bottle of red wine upon their table shows the entire decorative casing foil is missing from the top of the bottle, instead of only the casing cap ?

- I was 'not presented' with my bill upon leaving the Island Restaurant, and observed whilst exiting, a red wine bottle rack display within a side cabinet next to the restaurant doorway, but for some unknown reason this is only occupied with empty bottles instead of the full bottles of red wine as displayed 'vertically' on the bar counter ?

- Friday 18th May the Manor House guest Rooms 10:50 AM, upon meeting the manager Mr Alan Haire in reception, I observe that he still has 'not shaved' from the previous day ?

- Room #3, the new duvet cover replacement has a 'deep ink stain' within it, but why has this duvet cover been returned by the laundry cleaners to the Manor House, clearly it cannot or should never be used in a guest room again ?

- Room #2, lesser marks upon the new duvet cover replacement were 'flipped over' by the housekeeper so as not to be instantaneously noticeable by the new guest arrivals to the room, however 'small marks and stains' were 'still visible' upon the upturned side and left to be seen ?

- The storage room facility for all the guest rooms toiletries, service amenities and cleaning equipment is completely 'unkempt' and totally 'disheveled' upon the shelves. Absolutely no item within the storage room is presented collated or tidy ?

- This also applies to the appearance of the linen storage room, again very 'untidy' and 'not clean' ?

- The mirrors within unoccupied guest rooms from the previous day were all 'dusty' and 'finger-marked' ?

- Room #1, the door stop was 'broken and left to dangle' from its wall position ?

- Room #8, the new duvet cover replacement is 'severely creased and wrinkled' from pressing, but again the housekeeper left this to be seen by the new guest arrivals to the room ?

- I observed that all the green display bed blankets within the guest rooms are extremely 'frayed' with fabric knots highlighting a very 'worn' presentation ?

- Room #1, there is a partial 'coffee or tea cup stain' upon the rooms interior windowsill, but no guests have occupied this room from the previous 2 nights, so this stain has 'remained unnoticed' from the rooms last inspection by the manager Mr Haire ?

- Likewise Room #3, shows a 'coffee or tea stain' upon the interior windowsill, again 'unnoticed' from the previous rooms inspection ?

- Friday 18th May the Island Restaurant 18:30 PM, I notice that the manager Mr Haire is on duty and still 'unshaven' from Thursday evening ?

- Whilst in the restaurant, I observe the Champagne flutes and wine glasses as displayed upon the restaurant side cabinet. Holding samples of both glassware against the light, all are 'watermarked, stained and not polished'. This discrepancy also includes glassware at the guest place settings upon the restaurant tables ?

- I am also aware from 18:30 PM, that the Island Restaurant is now open to serve the Manor House guests. Unfortunately, the restaurant carpet floor and entrance 'has not' been vacuum cleaned ?

- Throughout my tenure within the Manor House, I have witnessed the manager Mr Alan Haire on several occasions 'smoking outside' of the properties side entrance, and upon his return, always continued with his guest service duties but with no ill conscious to 'wash his hands' after smoking ?

The Rathlin Development and Community Association appointed licensee operators for the Manor House, Genevieve and Brian McLernon, are informed in person at 17:15 PM on Saturday 19th May 2018.