All language subtitles for Secrets.Of.The.Mega.Resort.2019.720p.WEBRip.x264.AAC-[YTS.GG - YTS.BZ]

[upbeat music]

[Narrator] Around the world,

Downloaded from
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a new breed of holiday
destination is on the rise.

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Having a great time at Baha Mar! Woo!

[Narrator] Huge hotel complexes

built to satisfy every possible desire.

As long as it's not illegal or immoral,

your butlers will take care of it for you.

[Narrator] Whether you're a happy family

or a high-stakes gambler.

This is $2 million.

[Narrator] A mega-resort
wants to sell you

the holiday of a lifetime.

I love the way they smell. [laughs]

[Narrator] With exclusive
behind-the-scenes access

to one of the world's biggest and best,

we'll see what it takes
to create five-star luxury

on an epic scale.

We're gonna go through
60,000 pool towels in a year.

[Narrator] The remarkable technology.

[liquid whooshing]

There's another drink!

Voila. [laughing]

[Narrator] Monster machinery.

One of these chiller
plants costs about $280,000.

And we have seven of them.

[Narrator] And thousands
of people working 24/7

every week of the year.

I like it when it's busy.
Busy means business. [laughs]

[Narrator] These are the
secrets of the mega-resort.

[gentle majestic music]

The Bahamas, a chain
of 700 tropical islands

off the coast of Florida.

It's a dream destination for many

and a key player in the 7.1 trillion pound

worldwide tourism industry.

But with people willing to
cross the globe for a holiday,

the competition has never been greater,

so resorts here and everywhere
are upping their game

by getting bigger, much bigger.

Welcome to Baha Mar, a
mega-resort that opened in 2017.

It covers 1,000 acres

and cost 3.4 pounds billion to build.

Here we are at Baha Mar.

Getting ready to go out
to the pool for the day.

Here are my little
friends in the koi pond.

[Narrator] But what
exactly is a mega-resort?

It's a five-star holiday
park for around 7,000 guests.

Everything is deliberately designed

so that as soon as they arrive,
they never have to leave.

Fancy a bite? Try one of
the 40 restaurants and bars.

Want to take a swim?

There are 11 different pools.

Or just relax on the 2,000
deck chairs along the beach.

Are the kids feeling bored?

How about a trip to the
resort's private wildlife park?

[guests laughing]

Oh yeah. Have a go.

That is her way of saying,

"Welcome to the sanctuary
and welcome to the Bahamas."

[Narrator] And when the
kids have gone to bed,

the adults can spend
their hard-earned money

in the biggest casino in the Caribbean.

Five or 50?

Mama got some new shoes.
Six or 60?

[woman clapping]

There you go.

[Narrator] Of course, all those people

need a place to stay,
so there's a cityscape

of hotel tower blocks with 2,300 rooms.

At the top of the luxury
scale is the Rosewood,

where the lobby is filled

with a specially-designed fragrance

meant to make everyone feel at ease.

[gentle music]

Two-bedroom suites here cost
more than 3,000 pounds a night.

This is our Rosewood Suite.

This is one of our signature suites.

It has a private terrace

with a jacuzzi and an ocean view.

And every suite in this
hotel has its own butler.

We have our state of the art kitchen

and entrance for the butler
service as well in the back.

We want to be refined,
yet not pretentious at all

so we can create that relationship
with all of our guests.

I think, in that way, we can create

memories that will last forever.

[suspenseful music]

[Narrator] To keep this
machine running around the clock,

it takes an army of 5,000 staff.

They have their own city within a city.

Centered on a 500-meter long corridor

running through the resort's
lower level called the I-95.

Nicknamed after America's
main East Coast Highway,

it's how anything and everything

moves from A to B, unseen by guests.

This is a giant backstage world
of storerooms and workshops,

kitchens and canteens.

It's also where thousands of
employees begin their day.

To make sure they're all at work on time,

the resort has its own bus fleet.

Around the clock, rain or shine,

they ferry staff in
from across the island.

[woman laughs]

The biggest team starting
work each morning

are 210 Grand Hyatt housekeepers.

We have been 1,457 rooms occupied today.

We clean a lot of rooms.

Good morning, everyone.
Morning.

[Narrator] It's a Herculean
task, and manager Kendrick

relies on some special
inspiration to get the job done.

One, two, three.

♪ Fill my cup and let it overflow ♪

♪ Fill it up ♪

♪ Fill my cup and let it overflow ♪

♪ Fill it up ♪

♪ Fill my cup and let it overflow ♪

♪ Let it overflow with love ♪

Amazing Grace!

♪ Amazing Grace, how sweet the sound. ♪

That saved a wretch!

♪ Saved a wretch like me one day ♪

I was what?

♪ I was lost, but now I'm found ♪

I was blind!

♪ I was blind but now I see ♪

Good job, guys.

[all applauding]
[all cheering]

Have a great day, guys.

One day I was preparing
the pre-shift as normal,

and we had over 1,000 and
something rooms being departed,

so right there and then, I was like,

"Oh, my God, these people are going to die

"because it's a lot of work."

And I was trying to
figure out what I can do

to kind of build up the morale,
make the day go smoother,

and it just came to mind to
do a song, and they loved it,

so I just run with it ever since

because it gives them a boost of energy.

[Narrator] Before they go upstairs,

each housekeeper receives room
assignments via touchscreen.

Armed with the hotel
service optimization system

or HotSOS for short.

[gentle music]

Once they log into the HotSOS device,

the rooms that we assign in the morning,

it will go directly to them.

With a touch screen in their pockets

and a song in their hearts,

the team fan out across
the two curving towers.

As guests leave their rooms
for breakfast on the terrace

or a day at the pool, their
housekeepers discreetly slip in.

Good day. Housekeeping.

The ladies have a section

where they are responsible
for a certain amount of rooms,

and, any given day, we're not sure exactly

how bad the room is gonna be

or how good the room is gonna be,

and it could possibly be
seven really dirty rooms.

[upbeat pensive music]

[Narrator] The whole cleaning routine

is designed for maximum efficiency,

right down to the sheets.

Every room has six separate sets

constantly moving between
the off-site laundry,

store cupboards hidden on each floor,

and the beds, more than
10,000 sets in total.

Most guests are blissfully
unaware of all this hard work

as they amuse themselves
with everything from shopping

to watersports.

And for those who really
want to push the boat out,

there's even a private island for hire.

[Guest] There is Baha Mar

and here's what they set up for us

on the private Long Cay Beach.

Wow.

Cheers!
Cheers.

Cheers.
[glasses clinking]

[guests laughing]
Woo!

[gentle music]

[Narrator] By 3:00 p.m, 500
new guests start to arrive

for their own dream holidays.

[door knocking]

[Kendrick] Housekeeping.

[Narrator] But no-one
can set foot in their rooms

without Kendrick's seal of approval.

The only thing that
a guest call their own

when they're at the hotel is my room.

They don't go to the front desk and say,

"This is my front desk."

They don't go to a restaurant and say,

"This is my restaurant,"
but they do say, "My room."

So we wanted to make sure
that experience for them

feels genuine, it feels authentic.

They get that feeling that it
belongs to them and them only.

[Narrator] One room down, 1,456 to go.

And that's just one of
the three hotels on site.

[upbeat music]

Next, the security
teams sniff out trouble.

Good boy. Zook! Come on.

[Narrator] The party gets
going at the adults-only pool.

[guests cheering]
[water splashing]

And mega-rich gamblers get a taste

of the ultimate mega-resort lifestyle.

[Vincent] Welcome to
the presidential suite.

[Narrator] The Baha Mar mega-resort.

A 2,300-room hotel complex in the Bahamas.

This is one of a fast-growing breed

of five-star holiday destinations

targeting a global audience.

Attracting travelers from around the world

means providing world-class service

on an unparalleled scale.

A golf course designed by
the legendary Jack Nicklaus.

A convention center

that doubles as the country's
biggest art gallery,

with a grand ballroom

big enough to host basketball tournaments.

[crowd cheering]

And behind the real tropical beach,

there's a pool laid out as
a fantasy tropical paradise

with cliff jumps,

[woman screams]

waterfalls,

and an aquarium full
of Caribbean wildlife.

[water bubbling]

Working on this kind of scale

means no-one is ever denied
their place in the sun,

whether they're here for a relaxing break

or a 24-hour party.

[upbeat music]

This is Privilege Pool.

This is the adult pool at Baha Mar.

It's kind of like a
nightclub, but during the day

with, well, a few less clothes.

[Narrator] The centerpiece
of an afternoon at Privilege

are the champagne guns.

When a team of hostesses
spray down the crowd

with six magnums of ice-cold bubbly.

[champagne splashing]

I'm really big on making sure

that we give that ultimate experience

to the person that's
spending $300 at a chair,

to someone that is spending
$10,000 at a villa.

[Narrator] Just for the privilege

of sitting poolside here,

clubbers must run up a
sizable tab on food and drink.

Day beds will range 500 to 800,

depending on the size of
bed you're looking to get.

These pergolas are around
$2,000 food and beverage,

and then the grand cabanas are 3,500.

You have the five lounge
chairs on the outside,

private bathroom, a kitchen,
a living room, flatscreen TV.

You have everything in there.

[Narrator] For those seeking

the ultimate luxury experience,

the mega-resort is here to help.

Guests can be chauffeured
around the island

in the resort's own
fleet of high-end cars.

These include four Tesla Model S's.

Or, for extra special visitors,

a Bentley Bentayga.

[gentle light music]

Or how about a VIP stay in The Reserve,

a secluded hotel within a hotel

with a separate private entrance?

[Vincent] Welcome, ma'am.

It's so nice to have you with us.

Let me get the door for you.

[Narrator] The man who tends
to Reserve guests every need

is head butler Vincent Saunders.

Once you book a suite
here at The Reserve,

you automatically get
24-hour butler service.

Whatever they need, they give us a call

and we'll take care of it for them.

You know, anything that you want.

As long as it's not illegal or immoral,

your butlers will take care of it for you.

We have cookies and chocolates.

We have a chef on property that
bakes these fresh every day

for The Reserve.

Would you like to try one? It's very nice.

I've eaten a lot of them. Just look at me.

You should try one.

[gentle bright music]

[Narrator] From the private lounge,

VIPs take a bank of private lifts

to the top eight floors
of the curving East Tower.

The smallest room here is a one-bed suite.

The largest is the presidential suite.

Fun fact before we go in.

The first guest to stay in the suite

is Sir Richard Branson.

So it's my favorite, and you'll see why.

[door clunking]

Welcome to the presidential suite.

[Narrator] This one hotel room

is more than four times the size

of the average British house.

It's just over 4,000 square foot.

[gentle upbeat music]

We have seven balconies all overlooking

the beautiful turquoise Bahamian water.

It's just an amazing room.

Over here, we have the media room.

A lot of families, they come in

and they put the kids in the media room,

and they have their privacy.

They close this up and they
forget about their kids.

We have three bedrooms
spread out over two floors.

Each of them comes with its own en-suite.

Here we have a Roman tub
for any romantic encounters

that the butlers may have
in store for their guests.

[Narrator] One of the many surprises

the presidential suite has in store

is that it's not available to book.

Ever.

You would have to be an invited guest

of the casino to stay here.

You can't call up. It
is not on the website.

It's exclusively for our
high-end casino clients.

And most surprising of all,

many of those invited to stay here

are given this suite for free.

Welcome to the world of the high-rollers,

ultra-rich gamblers

who are willing to bet
millions in a single night.

The resort wants them to wager it here,

the largest casino in the Caribbean.

More than 9,000 square meters
of gambling with 120 tables.

[dice clattering]
Yo!

[Narrator] For dice,

[suspenseful music]

cards,

Eight, 10.
[ball rattling]

[Narrator] Or roulette.

[ball rattling]

And 1,100 slot machines.

The job of luring these
coveted players to the Bahamas

falls to a team of casino
hosts like Keith Miller.

He has a jaw-dropping array
of perks at his disposal.

It goes all the way up
to sending our private jet.

[gentle thoughtful music]

Wherever you are, we can
come and pick you up.

Or arranging a trip on our 215-foot yacht.

I can assist with that.

The range is incredible,

and I just try my best to make
sure that people are happy.

[Narrator] In return,
Keith asks his clients

to do just one simple thing,
gamble vast sums of money,

and he doesn't even mind if they win.

And it's fun to win.
A lot of people win.

I've seen huge smiles walking out of here

with a lot of cash. [laughs]

[Narrator] That cash
mostly changes hands

in a special private casino.

These are our private gaming salons

that we have for our ultra-VIP clients.

This is a standard gaming room

set up with a regular blackjack table,

but we can change it out to baccarat,

craps table, roulette wheel.

Whatever you want in
here, we can facilitate.

This is for our highest tier of gamer.

It's not just everybody can come in here.

It's meant to be exclusive,

and normally that comes
with a certain price point.

[Interviewer] And can you explain

what that price point is?

VIP. [laughs]

Very VIP.

[Narrator] High rollers have been known

to wager hundreds of thousands of pounds

on a single hand of cards,

and the casino helps
facilitate these huge bets

with extra-high-value gambling chips,

some of which come with
their own security escort.

These are $100,000 chips.

And there's a stack of it.

Just $2 million.

It's just chips to me.

It's the same as the regular $1 chips.

If you actually think in terms of money,

gonna freak yourself out,

so I just also keep in
mind it's just a chip.

[Narrator] Hosting high rollers

can seriously boost business,

but there's another way the
casino is upping its game.

[gentle pensive music]

Baha Mar's billionaire
Hong Kong-based owners

have made a fortune
serving Chinese gamblers

around the world.

Now they want to lure them here,

so they've added certain subtle touches,

red carpets woven with
Chinese good luck symbols,

artwork in the shape of an
eight, a Chinese lucky number,

and a Chinese restaurant
with a doubly lucky 88 seats

and 88 dishes on the menu.

There's even a fountain that catches fire,

meant to create better
feng shui for gambling.

It's all part of a bigger strategy

to tempt people into having a flutter.

Let's go!
Seven or eleven.

Let's go, Nessa.

Five! You were right back,
right back, two, three.

[Narrator] This giant room

sits at the very heart of the resort,

operating 24 hours a day, 365 days a year,

and almost everyone will pass through it

several times every day.

In fact, the entire property
is designed so that all roads

lead to the casino.

[gentle upbeat music]

[ball clattering]

The vast array of games

means no-one is denied
a chance to win or lose.

[chip rattling]

We won all kinds of money.

[laughs] It's my first game,

and I did better than I
thought I would. [laughs]

[Narrator] With so much
money floating around,

the casino needs a
sophisticated security system

to protect it all.

Watching every table from
several different angles

is a vast CCTV network
known as the eye in the sky.

The exact number and
position of the cameras

is a closely-guarded secret.

They're there to observe

and to help to ensure the
integrity of the games as well,

but other than that,

we can't disclose too much
of what they're doing.

But know that they're there to protect us

and to look out for us all.

[Narrator] And it's not just the casino

that needs security.

Between the high-end
boutiques, the VIP clients,

the expensive cars,

and the sheer number of
people milling around,

the whole resort needs
top-quality protection.

The biggest thing that we do

and the thing that we worry about

is really the guest experience.

When people come to the Bahamas,

they don't wanna think about security.

When you go on vacation or holiday,

you don't wanna think about,
"Is the place secure?"

Normal people don't
have that in their head.

So our job is to make
this place feel secure,

but also not feel like
you walked into Fort Knox.

[Narrator] But subtle as it may be,

security here is serious business.

So serious,

the resort employs an
unusual team of specialists

that few hotels can
manage, five sniffer dogs

trained to look for either
drugs or explosives.

Any time a dignitary or
someone from government comes,

we have our dogs sweep the areas
that they're going to be in

to make sure that we
don't have any trouble.

And then our narcotics dogs,
obviously narcotics. [laughs]

[Narrator] The newest recruit is Teo,

a two-year-old golden retriever.

Here, boy. What's this?

You're working every
day with a best friend.

That's how it feels, and he's a happy dog.

We have the same personality,
and he just brightens my day

and brightens the day
of everybody around him.

[gentle upbeat music]

[Narrator] Next,

the animal antics continue
at the wildlife park.

[bird squawking]
Woo-hoo!

[Narrator] Guests splash
out on a close encounter.

[upbeat dance music]

And the mega-resort stocks
up on a few essentials.

We go through approximately

500,000 paper towels in a month.

Kind of crazy.

[intense music]

[upbeat music]

[Narrator] Being a five-star mega-resort

means offering things

that no other holiday
destination can match.

Of course, there's swimming,

[water splashing]

sports,

24-hour-a-day gambling,

and dozens of places to eat.

On top of all that,

this resort has something fairly unusual,

its own animal collection
for guests to enjoy.

From 44 tropical birds that
will feed from your hand

to a school of sharks that
could easily take off a finger.

But the stars of the animal
show are, without question,

the flamingos on parade.

[bright music]

It's definitely what
makes us unique for sure.

[Narrator] These four flamingos
were all born right here

at the mega-resort.

Over the last year,

chief flamingo officer
Stacy Spurlock and her team

have been hand-rearing them.

Whenever you're raising
long-legged birds,

it's very important, through
that developmental stage,

that you exercise them.

Woo-hoo!

[Narrator] Now they see
humans as part of the flock.

As you can see, they're not
following. They're leading.

Welcome to our flamingo
parade. How awesome is this?

These are the Caribbean flamingos.

They are the national bird of the Bahamas.

This is my first real vacation,

and I get to spend it with some flamingos,

and they're beautiful.

[Narrator] Back at the
resort's specially-built habitat,

there are another 18
birds on display 24/7,

always ready for a quick selfie.

But because the four
roving flamingo ambassadors

might possibly follow a guest to the pool,

they live out of public
view in a special enclosure.

I love the way they smell. [laughs]

It's a very powdery, fishy smell,

and it is just a comfort to me.

Isn't it? Isn't it?

Yeah.

I know you're like,

"That's not that's not
a good smell, Stacy.

"You're weird. You're weird."

I am weird.

You're my baby girl. [puckering]

When I'm having a rough
chief flamingo officer day

doing all paperwork and all
the other managerial stuff,

and I need a little bit of therapy,

I just come right out here
and play with my girl,

and get some loving.

"I don't love you.

"No. That's what I think of you."

[bird squawks]
[Stacy laughs]

You get pooped on by a flamingo,

you might have some good luck there.

[gentle upbeat music]

But Stacy is not the
only one who interacts

with semi-wild animals on a daily basis.

Guests can book their own close encounters

with some scary-looking marine
predators in The Sanctuary,

the resort's 662,000-liter aquarium.

The residents include eight nurse sharks

who swim around groups of
carefully coached volunteers,

12 rays who will swim
straight over their laps,

and five green sea turtles

who always seem keen
for a spot of lettuce.

[Instructor] Don't be shy, guys.

[Narrator] These encounters
often include a chat

with the resort's chief
scientist, Vanessa Benjamin.

You know, these are endangered, right?

They eat jellyfish,

and if you have a plastic
bag floating in the water,

it looks just like a jellyfish to them

and so they eat it,

and so be careful where
you dispose of your trash.

[Narrator] Over at the touch tank,

Vanessa has her own Bahamian
cultural icon to show guests.

Okay.

[Narrator] A giant sea
snail called a conch.

So here we have the mouth in the middle,

the eyes on the end,

and then this is the giant foot.

This here is what we call an operculum

that they use to crawl along
and dig their way in the sand.

[Narrator] And the chief scientist

is running a real scientific
study by collecting their poo.

We would try to collect some

to understand microplastics in conch

and understand their diet
and what they're eating,

because plastic pollution
is a major threat

for our oceans in general,

and so we're part of a
Caribbean-wide study.

[gentle upbeat music]

[Narrator] To maintain this
state-of-the-art facility,

the resort employs a specialist
team led by Dirk Westfall.

They tackle a bewildering array of jobs

from cleaning the aquarium while
the animals are still in it

to trimming stingray
barbs like fingernails

so guests don't get a nasty surprise.

And behind the scenes, they
manage a filtration plant

that processes 2,400 liters
of seawater a minute.

These are three foam
fractionators or protein skimmers.

They take air and inject
it into the saltwater

that's going through
the filtration system.

It's the same thing that
you see in the ocean.

When you see large amounts
of foam on the beach,

that's the organics that are in the water

that are coming out.

It's the same process.

We use that natural
process to clean our water.

[Narrator] But where does
all that seawater come from?

Surprisingly, it's not from the sea,

but from a salty well 250
meters below the island.

This adds another layer of filtration

as water seeps from the ocean

through layers of rock and sand.

It's pumped from here
to the main aquarium.

And also to four isolation tanks

that serve as a quarantine area

and onsite veterinary hospital.

These are some of our new arrivals,

queen angels here which
are the yellow and blue,

and our two new puffers which
have a lot of personality.

We also have a yellow ray who came to us,

and she has just recently
given birth to little pups.

Once they reach adulthood,

we'll use them as animal
ambassadors in our touch pool.

[Narrator] This room
also has another purpose,

one that Dirk will hopefully
never need to rely on.

Every building on this campus

has been built to withstand hurricanes.

If there is a severe storm,

we'll bring the animals
here so that they're safe.

This room has solid concrete walls.

There's probably very little

that will actually blow through it.

[water bubbling]

[Narrator] These
provisions are necessary

because, in this part of the world,

tropical storms are a fact of life.

[thunder rumbling]

And even mega-resorts are
not immune to the weather.

[rain pattering]

Between June and November each year,

the staff stand ready for the worst.

The hotel is prepared.

We're always prepared for hurricanes.

We actually have a hurricane storeroom.

We try to get prepared, ready to go.

First aid, batteries, flashlights,
generators, pumps, ropes.

Anything to do with safety.

[Narrator] Having a room
stocked with emergency supplies

is just one part of a grand plan.

Every door and window
is built to withstand

winds of up to 180 miles per hour.

The resort's ground floor is
not actually on the ground.

It's raised six meters in the air

to prevent flooding.

Accessed by a discreet network of bridges,

escalators, and stairways.

And there's one final line of defense.

Underneath the holiday-makers
playing on the beach,

there's a 4.5-meter
concrete retaining wall

that stops the resort's
foundations being washed away

by a violent storm surge.

If there was a hurricane or
a hurricane was to come here,

I wouldn't wanna be on the top floors.

[laughs] I'd wanna be down lower.

But other than that, I
think the property is fully

capable of handling a hurricane
if we was to have one.

[Narrator] Even when hurricanes

aren't threatening the resort,

there's a continuous stream
of problems to tackle.

From constantly keeping the paint fresh

to daily equipment breakdowns.

And because it's impossible
to find specialist spares

on a small tropical island,

Sean keeps an Aladdin's
cave of replacement parts.

Including one room with
nothing but light bulbs.

Basically, everything is LED,

which means it lasts
longer, burns less energy,

and [chuckles] more expensive. [laughing]

[Interviewer] Do you know
how many actual light bulbs

there are in this whole property?

No, I don't think I could give you

a quite accurate number,
but I know it's millions.

I think we in the millions of
light bulbs on this property.

[gentle pensive music]

[Narrator] And when one of those

millions of bulbs burns out,

Sean has to do his own recycling.

This machine is what
you call a bulb eater.

It actually eats the bulb. [laughs]

It's ready to go.

[machine whirring]

You start it up, then we drop it in.

And actually, see, it's actually...

See what's going on? It's
actually pulling the bulb.

So it pulls it in.
[bulb whooshing]

And it's gone. Quick as that.

The vapors and the gasses
go into a filtration system

and then the glass goes
to the bottom here,

and once it's full, the
glass is used for recycling.

[bulb rattles]
[bulb whooshing]

[Sean chuckles]

[Narrator] So, how
does a place like this

get all the supplies it needs?

It all starts with this
man, Patrick Kluck.

What is my job?

Mine is basically, I'm the one who decides

when, how, and where we're
gonna be buying things from.

And the logistics, for
everything you see coming in,

comes through my office as well.

[Narrator] Three days a week,

a ship docks here from
Fort Lauderdale, Florida,

with at least 10 shipping containers

exclusively for Baha Mar.

Oh, this is our lifeline.

98% of everything we buy for
the resort comes in this way.

If a container ship
doesn't come in one day,

we actually have enough
to take care of that.

If we went into a two-day or three-day

where we have tropical storms
and those kind of things

and the vessels can't sail,

all of a sudden it has a very
quick trickle-down effect.

It can be critical
because all of a sudden,

the waiter's sitting there and
he has to explain to a guest

that he doesn't have the fish

or he doesn't have the blueberries
that she wanted to order.

And then the guest sits there and says,

"Well, why am I at Baha Mar?

"This is supposed to be the best."

[gentle upbeat music]

[Narrator] Perishable items

are driven straight to the resort

and often served to
guests that very night.

But for goods with a longer shelf life,

Patrick creates a vital
buffer of back stock

by squirreling them away in warehouses.

Here, mostly what we have

are things that turn over in a rapid pace.

So, in other words,
things that are in here

will stay here for maybe
a week to two weeks.

Otherwise, it's being sent
over to the hotel for use.

Right here, actually, is a
shipment that we got in of water.

Actually, it came straight
over to us from Europe.

Actually, from Hampshire, England.

So, we have both the
still and the sparkling.

We bring this in solely
for our Rosewood guests.

Currently, we have 36 pallets

and there's 48 cases of
water on every pallet.

[gentle upbeat music]

[Narrator] That's one month's supply

for just the smallest of
the resort's three hotels.

And once it's all been drunk,

there'll be quite a few trips to the loo.

This is toilet paper.

You know, things that you've
just got to have, right?

So nothing fancy.

We have paper towels,
some more paper towels.

We go through, approximately,

500,000 paper towels in a month.

Kind of crazy.

[Narrator] Because almost
nothing is available locally,

every conceivable eventuality is covered.

A five-star hotel room can
never have a broken telly,

so Patrick has 150 spares on hand,

as well as 10,000 replacement pool towels.

We're probably gonna go through

somewhere between 55 and
60,000 pool towels in a year.

So it's quite a few pool towels.

[Narrator] One
warehouse contains nothing

except spare hotel furniture

and roll after roll

of the specially-commissioned
casino carpet.

[truck beeping]

But there's one thing Patrick

never has to worry about
storing for long, food.

From eight in the morning
until seven at night,

a constant stream of provisions
flows from the loading dock

to the 40 restaurants and bars.

And from there

to the guests,

in one of the 15,000 meals
prepared here every day.

[upbeat music]

Next,

drinks are served at the mega-resort.

One chef cooks up a five-star mega meal.

This is a 50 ounce Wagyu tomahawk.

This is $265 on the menu right now.

[Narrator] And thousands of
staff get suited and booted.

I like the cocktail
dresses 'cause they're sexy.

The cocktail dresses are sexy.

I'm not a T-shirt kind of a girl. [laughs]

[intense music]

[gentle upbeat music]

[Narrator] Like any self-respecting
five-star destination,

the £3.4 billion Baha Mar mega-resort

has plenty of luxury amenities.

Like a spa with 24 treatment rooms.

It's run by a British company,

and they brought in Dawn Holder
from Rochdale to oversee it.

Welcome to ESPA.

This is our VitaJuwel.

In the center, in the
vial, is actual crystals.

It infuses the water with vibrations.

The re-mineralized water
then enters your body

and then it gives off the health benefits,

depending on the stone
that's inside the vial.

We have the Happiness vial
in here at the moment.

We also have a Lunar vial,

and we have a Vitality vial also.

[Narrator] But this being a mega-resort,

one spa isn't enough.

Dawn has two spas.

One upstairs for the guests
and another downstairs,

offering treatments for the staff.

We offer from nail services

to back, neck, and shoulder
massages to facials,

and we even have barber services.

[clippers buzzing]
[barber speaking faintly]

[Interviewer] Does it cost
as much to go down there

as it does to come up here?

No. [laughs]

It's very, very, very competitive.

[bright upbeat music]

[Narrator] The employee
spa is just one shop

in a virtual high street below stairs.

Staff rarely have the
time to leave the resort

for personal business,

so the resort brings the business to them.

But there's one thing

that you won't find in many town centers,

a laundry service on steroids.

[upbeat music]

This is the uniform room.

We have nine conveyors, A through I.

Each conveyor holds 300 to 750 slots,

and each slot holds anywhere

from six garments to 12 garments,

depending on how many
pieces that position holds.

When our associates come
to work in the morning,

they bring their ID to
one of the conveyor doors,

where they'll swipe their badge,

the conveyor will go around
and it will stop on their slot.

It literally only takes
you 30 seconds or so

to get your uniform and get on your way.

I love it. This way, I
don't have to do this at home.

I come to work and it's all ready,

and I'm off to change.

Would you like to come?

No? Okay.

Bye.

[upbeat music]

[Narrator] In total, the
resort has more than 75,000

separate items of clothing in circulation.

We've got about $4.7
million in inventory.

Some of the more interesting uniforms,

of course, is our cocktail uniform.

Always a fun one.

[Narrator] For Brigitte,

having improperly dressed
employees is simply not an option.

So, the resort cleans
their clothes for them,

handling up to 3,000
pieces of laundry a day.

All tracked around their
system by electronic tags

sewn into each garment.

The laundry will collect
the soiled uniforms,

take it to the laundry
plant for processing.

After 24 hours, the clean uniforms

are delivered back to the uniform room,

and it starts all over again.

[gentle upbeat music]

[Narrator] Add in sheets,
towels, and dressing gowns

from 2,500 guest rooms,
the laundry list runs into

the tens of thousands of
items every single day.

We just received six
racks from the laundry.

Each rack holds 80 garments,
sometimes 79. [laughs]

Someone was feeling a bit
lazy and forgot to hang one.

I like the cocktail dresses,
'cause they're sexy.

The cocktail dresses are sexy.

I'm not a T-shirt kind of a girl. [laughs]

[Narrator] As soon as
employees look the part,

they're dispatched to their station,

and every station has its own unique look.

275 different ones in all.

From polo-shirted beach
attendants to a formal bar

that's all about smoke
and mirrors, literally.

So, I'm making the smoked old fashioned,

using a Woodford Reserve bourbon.

[whiskey trickling]

Right now, I'm gonna
smoke the apple woodchips.

So, we smoke the jar.

Once this is done, I'm
gonna pour the drink inside.

That's how we get that smoked flavor.

We do our own infusions here.

Island Bliss, for example,

we infuse it with watermelon and rosemary.

And we also have another
one called Crimson Pixie,

which is tequila infused with jalapeno.

And then we have another
one with mango and jalapeno.

And we have another one
with pineapple and cilantro.

[Narrator] While
Leslie is busy presenting

the smooth service to his guests upstairs.

[Leslie] There you have
it, smoked old fashioned.

[Narrator] Executive chef
Thomas Griese is downstairs,

getting a feel for tonight's dinner.

It looks like an order
just came in from Chicago.

This is great, the muscle's still tight.

15, 20 steaks per box, three
times, it's a lot of steaks.

Upwards of, like, probably 1,000-plus.

[Narrator] Most
restaurants would order meats

pre-cut into steaks.

At the mega-resort, that's
just not good enough.

They have to be cooked right here

in the specially-built butcher shop

by Thomas's hand-picked master butcher.

This is the band saw that
we do our fabrication on.

And again, we're gonna get about

five or six porterhouses out of this one.

I'm gonna let Joseph
'cause this is his forte.

[saw whirring]

Joseph is making sure

that we're fabricating to the right spec.

That's a top-quality steak.

Better than anything else in the world.

By the end of the night,
this steak will be cooked,

and hopefully, somebody
will be really happy.

[upbeat pensive music]

[Narrator] All this meat is
destined for one restaurant,

Carna, a steakhouse
owned by Dario Cecchini,

the world's most famous butcher.

The special tonight is gonna
be your heirloom tomato salad

with California walnuts,

a little bit of the Gorgonzola dolce,

balsamic caviar pearls,

and we're finish it off
with some basil oil.

Push the tomahawks tonight.

[all clapping]

We are!

[All] Carna.

Great.
Thomas is Dario's protege,

and it's fair to say
he's obsessed with steak,

even displaying it in the foyer,

like expensive jewelry.

This is the butcher's shop showcase.

This really displays a
lot of the heart and soul

behind our meat program that we have here.

Our baseline filet is an eight-ounce

beautiful Australian Wagyu.

Cowboy cut is dry-aged in Chicago,

in a special cooler that we have

that's allocated just to
Carna to our specifications,

as far as how long we
wanna dry-age it for,

what percentage of humidity,

and what temperature it's
gonna be controlled at.

[Narrator] In the kitchen,

chefs have been working since 7:00 a.m.,

preparing for the night's service.

This is a 50 ounce Wagyu tomahawk,

currently the biggest steak we have.

It's three pound of meat.

This is $265 on the menu right now.

[gentle upbeat music]

[Narrator] Long before a single diner

even sets foot in the restaurant,

steaks go through an
elaborate pre-cooking routine,

overseen by Facundo,

the restaurant's Argentinean grill master,

working at a specially-imported
Argentinean grill.

We do a two-folded
process with our meats.

We're smoking these right now.

Wood-smoked chips will give
that rich flavor that we want,

like a wood fire.

We have this beautiful smoke

and this herbaceous crust
that's on the outside of them.

Now, we take these off and let them rest.

We're gonna wait until
our guests are saying

"Okay, we want our steak
rare or medium-rare,"

whatever it may be.

We'll finish off in a high temp broiler,

that kind of New York city-style char.

[Narrator] Around 7:00 p.m.,
the orders start flowing in.

A year ago today,

we were on the other side of
the property getting married.

She decided to stick with me for a year,

so I figured I'd kind of
throw in a little bonus

and bring her to dinner, so.

One thing that makes great food better

is always the service,

and I think the service here is bar none.

Let's get three bowls up in the window

and we'll be ready to plate.

[Narrator] Thomas has to get hundreds

of gourmet dishes out the door,

which means orchestrating a scene

of carefully controlled chaos.

It's a lot like herding cats.

I mean, you've got 100 cats
running at you at once.

You gotta make sure that
they're in an organized fashion.

[Narrator] It's only now,

with hungry guests tucking
into their starters,

that the steaks finally
complete their long journey.

Steak just came in.

We've fabricated to our specifications,

we've wood-smoked it,

we've cooked it to our
desired temperature,

and now we're looking
to serve it and eat it.

[Narrator] And to go with
the best steaks money can buy,

Thomas offers some
appropriately priced wine.

Definitely, one of my
favorite reds, Screaming Eagle.

Very limited production,
high-end mountain fruit,

a really great bottle of wine.

5,000 for the bottle itself.

[upbeat music]

[Narrator] Next, the sun goes down,

but the fun carries on.

[Card Dealer] Blackjack,
right off the bat.

[all laughing]
11.

[Narrator] The night shift
breaks out the elbow grease.

And the mega-resort feeds the 5,000.

This is the best place at Baha Mar.

This is where we come to eat.

[intense music]

[upbeat music]

[Narrator] It's the end of
the day at the mega-resort,

and a well-worn routine is in progress.

Attendants gather up

25,000 pool towels to
be washed for tomorrow.

And as the sun sets,

the casino is gearing up
for the big evening rush.

Tonight, there will be
a lot of cash at stake,

and it's critical that
everyone plays fair and square,

even the staff.

So, there are rules for everything.

As dealer Valentino opens his table,

manager Denise watches carefully

to make sure he's not cheating.

And he has to watch her in return.

Their first job is to bag up
and destroy last night's cards,

so no-one can slip a
spare ace up their sleeve.

Every time we open up tables,

we put a brand-new set of cards on them.

The first process is to
break the seal of the cards

and take them out.

[Narrator] Tables use
up to eight decks at once

to stop players guessing
which card might come next.

[gentle dance music]

In total, the casino opens

and discards around 750 decks daily.

That's close to 15 million cards a year.

Then there's the money.

When this table would
have closed last night,

$1,105,000 in chips were in this float.

So, when we open it the next
day, we need to make sure that

there's still the same amount of chips.

[upbeat music]

[Narrator] At any one time,

there's around 60 million
pounds worth of casino chips

in circulation, all backed by
real cash to pay the winners.

[Card Dealer] Good luck to everybody.

Blackjack, right off the bat.
Ah!

[all laughing]
11.

[Narrator] In blackjack,

it's each player against the house,

but the staff aren't necessarily
rooting for the casino.

We don't tell them how to play,

but if we see that they're doing something

that they really shouldn't be doing,

we try to guide them
in the right direction.

There you go. Blackjack.
Oh, my God!

There you go.

Wow, very nice, very nice.

Believe it or not, the dealers
want the patrons to win

because we collect tips,

so the more they win, the more I get.

Tiffany!

Tiffany's coming with
me on holiday next time.

[man laughing]

The house is in business to make money,

but there has to be winners and losers.

We were playing roulette earlier today.

Lost a lot to roulette. [laughing]

We're not good at anything,

but we enjoyed losing it seems. [laughing]

It's great watching people

and listening to their interactions.

It's a fun experience.

21, guys.
Oh, no! [laughs]

[Narrator] Aside from gambling,

casino patrons have one other
major past-time, drinking.

The busiest bar in the
mega-resort isn't a bar at all.

It's the casino.

And all their booze
comes from the pump room,

managed by Liz Cheney.

This is our tequila wall.

This is a favorite recently,

the tequila that was
founded by George Clooney

and Rande Gerber.

You have the group of guests that come in

and they're more trendy

and they wanna find the new, hip stuff.

And so, we don't ever wanna say no.

[Narrator] Never saying no

means Liz always has more than 1,000

top-grade bottles in stock.

I'm not really sure
how long it would take

to empty all of this out, but
I would say two or three days

because we place our orders constantly.

[Narrator] These are
destined for the bars upstairs,

where skilled bartenders pour drinks

and make cocktails with a flourish.

[gentle upbeat music]

But the vast majority of booze

is dispensed directly from the pump room,

using this hi-tech system

that holds up to 240
bottles of alcohol at once.

These are all connected
to the one system.

There's about 100 yards of tubing

to get from here to the bars.

At each bar, there are several guns

that dispense up to 40 different drinks

at the touch of a button.

[liquid whooshes]

There's another drink.

When you hear that little [puffs],

that means that they're
popping the gun. [chuckles]

Voila. [laughing]

[Narrator] Sitting between
the bottles and the guns

are 80 vacuum pumps,

which allow precisely one
shot of alcohol through

with each press of the button.

[liquid whooshes]

There are also touch screens

which can mix alcohol in any
combination to make cocktails.

If they wanna come in
and order a Bahama Mama,

which is very popular on the island,

they just hit the Bahama Mama button,

and all of these work together,

they talk to each other
and they go into the tubes

and they end up in the glass.

I think it's great! [laughing]

At the end of the day, happy guests,

that's what it's all about.

[Narrator] Beyond the casino,

there are no less than
18 bars and nightspots,

10 of which stay open
into the small hours.

And naturally, a mega-resort
has to have its own nightclub.

[upbeat dance music]

But as happy guests party the night away,

a division of crack
troops move into position.

The 200 cleaners of the
public areas department.

A separate squad is assigned to each

of the resort's 32 kitchens,

which must be washed down
from floor to ceiling.

The hardest job on the
night shift, kitchen cleaning.

It's a massive undertaking.

You have to clean every
kitchen every night

because we're serving guests every night.

[Narrator] Across the property,

every square centimeter of public space

must be scrubbed nightly,
from the lobbies to the loos.

And if people are still partying,

the troops must simply
maneuver around them.

Even the most complex jobs,

like cleaning the 192,000-pound
casino chandelier,

have to be managed while
gamblers are still at the tables.

Four times a year,

these specialists come
in to clean it by hand.

Each one of the 5,000
crystals must be polished

one by one by one.

[relaxed music]

It takes 10 nights to complete the job.

Some things are best
done with the hands.

Old-fashioned elbow grease.

[Narrator] Around 5:00 a.m.,

most of the resort is ready
to go for the new day ahead.

[waves lapping]

One of the last things to
be cleaned is the beach,

dredged at dawn by a
special mechanical rake.

[gentle majestic music]

And, as the sun comes up,

the day shift takes over.

Over here, cleanliness
is next to godliness, sir.

For the sake of the wildlife,

we have to clean the sand
from the straws, debris,

so it won't get actually
into our beautiful waters

to get in the turtles' noses

or, you know, so the animals
wouldn't feed on them.

So, we have to do a whole
process on this beach.

[Narrator] The process
finishes with arranging

2,000 deckchairs into perfect rows.

[gentle upbeat music]

By 9:00 a.m., another
day of five-star luxury

is well underway.

That means, above all else, eating.

No matter what kind of meal
a guest is looking for,

the mega-resort aims to provide it,

and everything has to
have that extra twist.

Morning coffee is served
with digital foam printing.

Lunch can be taken right on the beach

from a food truck.

But perhaps the most
extraordinary restaurant here

is not for guests at all.

It's the staff canteen.

Hello.

Welcome to Cafe Blue.

This is the best place at Baha Mar.

This is where we come to
eat. This is lunchtime.

[Narrator] Seven days a week,
from 6:00 a.m. to 2:00 a.m.,

a team of 47 people, led by
head chef, Shane Darrell,

feeds every employee on site.

I'm gonna need an additional
four pints worth of product.

Okay, chef.

Okay.

[Narrator] That makes this

the single busiest
kitchen on the property.

This kitchen is very vital.

Because you have a lot of
hungry, hungry associates.

[Narrator] With so many mouths to feed,

it's easy to think the fare here

is little better than old school dinners.

Well, think again.

You'll have salmon
filet, beef short ribs,

you'll have the mahi-mahi filet.

You'll have baby back ribs.

Today, they have everything Bahamian.

They have peas and rice,
plantain, fish, crabs.

I like the macaroni.
It's really, really nice.

How are you?

Chantalia, one of our cooks.

She did some guava duff
for this evening's dinner.

Guava's a fruit,

and you take that fruit
and you wrap it in a dough,

you steam it.

Then you have a sauce
that goes along with it.

You can add rum to it. And it's awesome.

[gentle upbeat music]

[Narrator] Every day, Shane and his team

dish up around 4,000 meals, for free,

because every employee is
given a $10 lunch allowance.

I got rice, I got ham, I got crab.

I got all of this and dessert for $8.

If I'm really hungry, I can come back

and use my other $2 later.

[Narrator] That leaves Shane
with a colossal grocery bill.

Right now, we spend anywhere

from $100,000 to $200,000 weekly

on supplies to feed the staff.

[Narrator] Next, it's tee-off
time at the mega-resort.

[upbeat music]

The staff try to beat the heat.

And engineer Sean turns on the juice.

You'd hear, clack, clack, clack!

[intense music]

[majestic music]

[Narrator] In the Bahamas,

temperatures regularly top 32 degrees.

That's a big selling
point for the mega-resort,

but it also creates a big problem,

how to keep 7,000 guests

and the 5,000 staff who serve them cool.

The solution is hidden at the
back of the convention center.

The biggest air-conditioning
plant in the country.

These massive machines are so powerful

only three of them are usually needed.

But even if they all broke down at once,

no-one would break a sweat

because there are four
others waiting on standby.

One of these chiller
plants costs about $280,000.

And we have seven of them.

That's almost $4 million.

[Narrator] Although
costly, the system works

on an incredibly simple idea.

It chills plain water, then
shoots it around the resort

through miles and miles of pipes.

The water cools the buildings,

then comes back to the
chillers once again.

It takes millions and
millions of gallons of water,

that runs through the
hotel and hotel pool.

Millions of gallons of water.

[Narrator] And Sean keeps

the whole system running smoothly

by using a free eco-friendly
natural coolant, seawater,

pumped up from one of the many
deep wells under the resort.

Without the deep wells,
the chillers can not run.

They pull water from the
ground, into the chiller,

cools the chiller, then
it pumps it back out.

[gentle pensive music]

[Narrator] After the salty water

cools off the chiller plant,

it gathers in lakes at
the resort's golf course,

where it's used to keep the greens green.

The grass is a salt-tolerant variety

that can be watered with
a mixture of seawater

and fresh tropical rain.

That, in turn, frees up the groundskeepers

to concentrate on other
essential maintenance,

like moving all 18 holes to
new positions every single day.

People love to play
our golf course, right?

So we have a lot of repeat guests.

And so, if you play a
couple of days in a row,

sometimes it's more fun to
play a different pin location.

[Narrator] Even though the
course is constantly changing,

there are some hazards
golfers must face every time.

The course's designer,
famous golfer Jack Nicklaus,

dynamited this lakeshore to
create a tricky approach.

[golf ball thwacks]
[gentle pensive music]

[water splashing]

We're on hole number 16,
our signature hole. Par three.

Our island green effect
here with Lake Cunningham.

It's really difficult to
judge the distance here.

Let's see if this one will be one

that goes in the lake or...

And it is.

That's probably the 10th to 12th ball

for the day in the water.

[Narrator] But their loss is
one mega-resort chef's gain.

It's just something that's
fun to do on my days off.

I love golf and I like the outdoors

and when I golfed here
the first couple of times,

I saw all the golf balls
going in the water,

and just thought it was a shame.

This is only probably 10 minutes' work.

Can see there's a lot of
different balls everybody's using,

from the colored ones

to the ones that look
like little footballs.

So, any opportunity I can
get to get some balls.

[gentle playful music]

[Narrator] Another clever design feature

of the golf course,

it conceals a huge piece
of vital infrastructure.

The resort's own
15-megawatt power station.

Incredibly, this is just a backup

in case the main supply ever fails.

If we was to lose power now
and you were in this room,

you'd hear a big bang,

then all of a sudden, a
couple of minutes later,

you'd hear clack, clack, clack!

Which means the switches are turning over

and we have generator power.

So, in the event that something happens,

we're always ready to go.

Whether on mains or generator,

the mega-resort draws around
nine megawatts of electricity.

That's equivalent to more
than 25,000 British homes.

It's just another extraordinary system

that keeps the mega-resort humming 24/7.

Monthly, our electricity
bill here is pretty high.

It's a massive, massive number. It's huge.

That's what I can say,
it's huge. It's huge.

Big number, you know.

[Narrator] From the golf course greens

to the white sand beach,

from the wildlife to the wild parties,

and from the luxury suites
to the high-stakes casino,

this is an investment of billions,

all meant to capture that elusive thing,

us, and our hard-earned holiday money.

We want people to have a good time.

We understand that island
life is one to be enjoyed.

We understand that life is to be enjoyed.

We try our best to help people
to do that as much as we can.

[Narrator] Over the next year,

Baha Mar will host close
to one million guests.

This one mega-resort
could soon make up 12%

of the Bahamas' entire economy.

And, as big as it is,
soon there'll be more.

Right next door,

a huge new water park
is under construction,

ready to open in 2021.

This resort is about
to get even more mega.

[gentle majestic music]