00:08good evening ma'am can I help you oh hi um I would like to book a room for this
00:14evening please um are you sure you're at the right place our rates are quite high
00:21oh I'm at the right place I've been saving up for something really special today seems
00:27like the right day if you say so let me check the availability it does appear that we have
00:39one room left but it is our deluxe suite and it's very expensive expensive well that's not
00:46a problem with me comfort is what I see tonight I must inform you our deluxe suite is designed
00:53for our more discerning guests it comes with exclusive services well I believe everyone
01:00deserves a chance at the finer things in life I mean no matter their walk of life don't you agree
01:06of course it's just unusual for someone to choose our most expensive room spontaneously
01:13well life's too short to be usual my dear sometimes we have to embrace the unusual okay I'll need a
01:23credit card and ID please my pleasure let me see here okay there you go this lobby it looks splendid
01:37thank
01:39you ma'am it's our pride and joy you'll find your suite equally impressive oh I can't wait
01:47ah good evening ma'am uh welcome to our hotel I hope everything is to your satisfaction oh good
01:53evening young man yes I'm doing fine thank you our guest here has chosen the deluxe suite quite a
02:01surprise isn't it wow a wonderful choice ma'am the deluxe suite offers the best views of the city so
02:08I'm sure you'll enjoy it I'm looking forward to it a nice view always adds color to life don't you
02:17think absolutely ma'am if you need any recommendations for the city or hotel amenities please feel free to
02:24ask John I'm sure our guest is tired and would appreciate some rest rather than a chit chat well actually
02:32I don't mind the
02:33conversation it's quite refreshing to see such friendliness in a place like this thank you ma'am we
02:41strive to make all of our guests feel welcome comfortable even those who don't exactly fit the
02:47normal bill well appearances can be quite deceiving my dear it is the heart that matters not the clothes you
02:58know what I mean wise words ma'am see Sarah you could learn a thing or two from her is
03:03there
03:03anything else you require this evening no thank you I'll just take my room key and head right on up
03:09to
03:09my room no problem here's your key thank you so much nice talking to both of y'all John why
03:20did you
03:21entertain that woman she clearly doesn't belong here Sarah it's not our place to judge people she's a
03:27guest like anybody else deserving of respect and good service but look at her she doesn't fit the
03:32profile of our usual guests she probably saved for years just to be able to afford one night here
03:37and that makes her choice all the more significant we should feel honored that she chose to spend our
03:42hard-earned money with us seriously you don't find it weird life is full of surprises Sarah all right
03:49our job is to provide a memorable experience for all of our guests regardless of their appearance
03:53maybe but I'll be keeping an eye on her just in case just treat her with kindness
04:00that's what hospitality is all about
04:10hello how may I help you really that is odd you know we have had some suspicious guests in our
04:20lobby
04:20recently don't worry I'll take care of this John we got to go over there I need you to come
04:29with me
04:40excuse me ma'am there's been a report of a missing item from one of our guests can I ask
04:44where you were a
04:44a few minutes ago I just came down to the lobby to admire the ambiance is there a problem yeah
04:53a
04:54valuable item has gone missing and given your unusual presence here I need to ask if you've seen
04:59anything suspicious Sarah hold on we can't just accuse our guests without any evidence I assure you
05:06young lady I have taken nothing I have been admiring this beautiful hotel interior and that's all I'm sorry ma
05:14'am but
05:14I need to check your pockets hotel policy is for situations like this Sarah we can't do that that's an
05:20invasion of privacy and our policy yes and I understand your concern but I must refuse this is a serious
05:29accusation you're making if you have nothing to hide then you shouldn't mind it's just a quick check
05:34all right let's let's handle this properly all right we should just review the security footage first before
05:40making any accusations yes see I would appreciate that I have nothing to hide but I don't think that
05:47it will be necessary for you to do any of this here's my ID why don't you take another careful
05:56look at that
05:58last name yeah it's Laura Wallace I saw it the first time big whoop
06:05oh Wallace wait Wallace and Rose Wallace Sarah Sarah her family owns the hotel chain
06:18I was just trying to do my job how was I supposed to know she was anyone important
06:22Sarah Sarah my status should not influence how we treat our guests your actions were inappropriate
06:31irrespective of who I am it's about treating everyone with respect Sarah we can't just prejudge our guests
06:38please John you're trying to score points with the big boss here I've seen how this place really runs
06:45it's all about appearances I am disappointed in you Sarah not just in your actions but now in
06:53your attitude as the owner of this hotel I cannot overlook this kind of behavior your employment has
07:02been terminated you're firing me this hotel is nothing but a facade and you mrs. high and mighty owner
07:10you think you can just waltz in and judge us Sarah that's enough it's about maintaining a standard
07:17of service right miss Wallace standard of service what a joke I was the only one trying to keep this
07:25place afloat good luck without me this place is as good as closed oh well I am sorry that you
07:36had to
07:36witness that me too me too as well well I believe Sarah was the regional manager so that position is
07:48now open yes I trust you will handle your new responsibilities as a manager with dignity respect
07:57and a value for our customers yes I accept and I'm sorry about this entire situation but I'll do my
08:05best to uphold the true values of our hotel what more can I think thank you mrs. was I won't
08:13let you down
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