Documentary following life in the glamorous London hotel over the festive season, as staff prepare to welcome guests during the hotel's most profitable time of the year. Head butler Sean braces new recruit Michael for how busy he is going to be, while restaurant director Anne prepares the four restaurants and her 160 staff. Cameras also follow regular guest Howell Harris as he spends his first Christmas at the hotel since his mother died, with staff going above and beyond to make sure he has a holiday to remember.