Surveillance Day

Surveillance Day Specialists in London

We excel in supporting high-end and specialised properties.

We designed our surveillance days to meet the needs of principals and their staff.
Tell us what your needs are and we
will find the right package for you.

  • Truly Understanding Your Needs – We take the time to thoroughly understand your needs so we know exactly what criteria to filter for.
  • Bespoke Management – We are sensitive to the unique aspect of each property and the staffing currently in place
  • Time Saving – We know your time is limited and we work to save you time. We look to find the most effective routes to update and improve the challenges being faced
  • Quality Guarantee – Led by Lucy Challenger, CEO and founder of Polo & Tweed, Lucy and her team of experts are the best in the world

Tell us what you need and we’ll take care of the rest. We are ready to start your surveillance days today.

Benefits of a Surveillance Day

    Clear Troubleshooting of which Areas Need to be Improved

    Consultation Phase on what Training Might be Required

    Bespoke Training Plan Devised from the Observations Recorded

    Offering In-Person or Online Solutions to Suit your Specific Needs

Call or fill out our contact form to learn more

Surveillance Day Enquiry

Questions? Call Us Now: 0203 858 0233

About Our Surveillance Day Performance Appraisal Training

Our surveillance day is a unique service which many of our clients undertake for two main reasons:

Personalised Training – Our trainers are highly skilled industry professionals and the best in their field. They are able to quickly assess which areas need changing, additional training and improving to reach the level of perfection you seek.

Continuing Check-Ins – By reviewing the staff periodically, it allows for our experienced trainers to note any areas which might still need additional support or training, and this can be implemented accordingly

We have provided numerous surveillance days, both prior, after training and stand-alone. We know how to adjust the day to fit your specific needs.

Surveillance Day Options

Prior to Training

Prior to providing formal training for you, we conduct a surveillance day(s) to establish areas of improvement.

Depending on the aspects which might have already been identified,  we will send specific trainers to review, assess and complete a clear plan of action prior to undertaking training for your staff.

This can happen discreetly (without staff knowledge) more commonly occurring in larger properties and hotels.  Alternatively the staff can be made aware of it, but continue their typical daily routines as normal.

We offer both in-person and online training solutions.

After Training

After we have conducted our training, we conduct a surveillance day(s) to establish if the new training skills and knowledge have taken root.

The trainer will identify the areas that have noticeably improved, and identify any areas which are still lacking.  This report will allow the principal or manager to consider additional training, and it can be used as a point of reference for future visits.

We offer both in-person and online training solutions.


A stand-alone option is a perfect option for a client wanting an independent review, with the confidence to self-implement the changes following our detailed guidelines.

The trainer will identify all areas which need changing or improving, whether this is staff, training or managerial related.   This report will allow the principal or manager to make internal changes, and it can be used as a point of reference for future visits.

We offer both in-person and online training solutions.

About Our Trainers

We have strict requirements for our trainers because we want the absolute best for our students. Perfection comes with the territory – it is a core value for our students and thus must be a core value for our trainers. If you have special skill requests for your training, let us know and we’ll pair you with the best fit.  

Alexandra Parker-Larkin – Head Trainer

Alex has over 20 years of experience in working onboard Super Yachts and the luxury domestic service industry.  She has personally worked with VIP clients, HNW properties and luxury interiors. She teaches Housekeeping, House Management, Silver Service, Etiquette and all our training with passion and integrity, and she thrives on seeing her students develop and grow.

Sam Bigwood

Sam is one of Polo & Tweed’s most sought after trainers. From a British Royal background, Sam’s career has led him to be one of the highest calibre Butler trainers. He is youthful and modern and understands what 5* luxury service is. Sam has a lovely personality and a cheery outlook, he is upbeat and enjoys bringing fun to his teaching. Sam teaches our group, private and online training.

Peter Lowell

Peter is a highly sought-after British Butler, who has worked in training Chauffeurs through to Silver Service. His eye for detail, his inspiring personality and his ability to inspire his students always shines. He has worked around the world and understands the different needs and etiquette of the different cultures. Peter is a wonderful trainer who our students love. He teachers our group, private and online training.

Hugh Mackie

Hugh is considered a traditional British Butler. Having worked extensively for HNW, Royalty and celebrities throughout his career, Hugh understands what it takes to get the job done. He is effortlessly polite and well-presented and kind, with a brilliant energy and spirit. Hugh is a member of the Guild of Toastmasters.  He is discerning and cheerful.  He teaches our group, private and online training