Tea for a princess

I only ever work evenings, so I get into the hotel for either 2.30pm or 4.30pm, having caught the train from Crystal Palace to Victoria and then, if it's wet, a bus to the hotel.

I check the bookings for afternoon tea and dinner, keeping my eyes open for any special requests on table size or position and the arrival of VIPs. I draw up a floor plan for the restaurant and divide the staff between two stations and allot them their break times.

I work alongside six floor staff, as well as a hostess and a manager. If we're fully staffed, I'll oversee both stations, or if we are short, I might run one of the stations.

Afternoon tea service gets under way at 3.30pm. I'll make sure all the customers are being attended, that their teas are being kept topped up and the ashtrays are being cleared. I'll often get directly involved, too, by taking orders and re-laying tables.

We have a lot of regulars for tea, particularly ladies from the Middle East. One lady - an Arab princess - comes in every day, and even asks after me when I'm away on holiday.

Main meal of the day for staff is usually taken between 5pm and 6.30pm. We're all scheduled to take a half-hour break and most of us go to the staff restaurant.

In theory, afternoon tea service should finish by 6pm, but we often still have some customers with us. If that's the case, it can be a bit manic getting everything ready for dinner service, which starts at 6.30pm when we usually have a few residents arriving for pre-theatre meals.

We have a line-up at 6.30pm which is a chance to sit down with staff and run through special parties for the evening, the VIP list and pass on any messages from management. This is also the opportunity for chef Paul Gayler to join us once a week to run through the weekly-changing menu. We have a good working relationship with the kitchen. Being able to communicate well with the chefs is one of the most important aspects of this job.

Training on the à la carte menu, which changes seasonally, is scheduled for one of our afternoon training sessions, which we hold once a week. This might also be a chance to run through our cigar service or our house wines - although our specialist wine knowledge is generally dealt with by our team of three wine waiters.

The main rush of the evening happens between 8pm and 8.30pm, followed by a smaller one just after 10.30pm when the theatres close and residents arrive back for a meal.

Staff who started at 2.30pm try to get away at 11.30pm, but customers are often still at their tables and there will be clearing up to do and tables to get ready for breakfast. I'm usually one of the last to leave. Sometimes I can be finished by 12.30am, but after a busy Friday or Saturday night it's more likely to be 2.30am.

I get the night bus back to Crystal Palace, but I can't go to bed straight away. I usually watch a bit of TV to wind down. Average bedtime is 3am.

Interview by Janet Harmer