Ep 1. The Grand

The Hotel Inspector is a British reality TV show in which hotelier and businesswoman Alex Polizzi visits struggling hotels and helps their owners turn them around. In season 3, episode 1, entitled "The Grand," Alex visits a hotel in Torquay, Devon called The Grand. The hotel is located in a prime position on the seafront with spectacular views, but it has fallen into disrepair and has a reputation for poor service and cleanliness.

As soon as Alex arrives, she tours the hotel with owner Kevin, who bought it in 2011 with his wife Julie. They were passionate about turning it into a boutique hotel but have struggled to make ends meet. The hotel has 28 rooms, and Alex is not impressed with the shabby decor and outdated facilities. She notes that the hotel has no lift, no central heating, and only one bathroom on each floor. Alex is also shocked to find that the staff uniform consists of a black polo shirt with the hotel's name on it, which she thinks looks unprofessional.

The first thing Alex does is to assess the hotel's cleanliness. She finds that the housekeeping staff is not doing a good job, and the bathrooms are particularly dirty. She orders them to deep clean the rooms and bathrooms to a high standard and get rid of any old and damaged furniture. She also advises them to invest in new linen and towels and replace the worn-out carpets.

Next, Alex turns her attention to the hotel's revenue streams. She is surprised to find that the hotel doesn't have a restaurant, despite its prime location. Kevin explains that they tried opening a restaurant, but it proved too costly. Alex suggests that they offer a light lunch menu to guests in the lounge, which could help to boost revenue.

Alex then meets the hotel's catering manager, Pedro, who seems to have great potential but is not being utilized effectively. Alex sets him the challenge of creating a new menu for the hotel, and he rises to the occasion, coming up with some imaginative and delicious dishes.

Finally, Alex addresses the hotel's staff issues. She is concerned that the hotel is understaffed and that the staff doesn't seem to take pride in their work. She tells Kevin and Julie that they need to invest in their staff, give them training, and pay them a fair wage. She also introduces a new dress code for the staff, which includes a smart uniform and polished shoes.

Throughout the episode, Alex works closely with Kevin and Julie to make the necessary changes and improve the hotel's overall offering. As always, there are some tense moments as Kevin resists some of Alex's suggestions, but she manages to win him over with her expertise and charm.

Overall, the episode is a classic example of how Alex Polizzi can transform a struggling hotel into a thriving business. The Grand Hotel in Torquay is unrecognizable from its previous state, and Kevin and Julie are hopeful that they can continue to make improvements and attract more guests. The episode is a must-watch for anyone interested in hospitality and customer service.