00:09Oh, it's so nice to see a new face around here. Fresh stuff is always good. Take my luggage up
00:16to my suite, please. I'm in room 502 and make sure everything is arranged properly. Actually,
00:22I'm a VIP guest. I stay here frequently, so I expect excellent service. And the room should
00:28be exactly 70 degrees, not warmer, not cooler, and I need four pillows, not two. The standard
00:33arrangement is never enough for me. I know the hotel owner, personally. I've been coming here for
00:39years. I'm sure you can understand that I deserve special treatment. I see. The male concierge knows
00:48my preferences. You should check in with him, see if you have any questions of how I like things done.
00:54I'll keep that in mind. Good. I'm glad we understand each other. It's so important
00:59to have staff who know what they're doing. I have very high standards, and I don't tolerate
01:05mistakes or laziness. But if you do your job well, we'll get along just fine. Noted. Wonderful.
01:12Wonderful. Now I have some business calls to make. I'll be in my room if you need anything.
01:28Jay, I wanted to coordinate with you about the VIP services for this week's event.
01:34Yeah, yeah. Let's, um, upload the schedule here. Let's see. There it is. Oh, looks like we have
01:41the corporate dinner on Thursday and the wedding reception on Saturday. Now I want to make sure
01:47we're both prepared. Yeah, the catering is confirmed for both events too, and I've also arranged.
01:53Ahem. Excuse me. Hi. I need fresh towels and bottled water brought to my suite immediately.
02:00You, you got them. I'm sorry, but Valerie isn't a room attendant. She's the new hotel manager
02:06who was recently hired. Mmm, that can't be right. There must be some mistake. Uh, there's no mistake.
02:13She has extensive experience in hospitality management and excellent qualifications.
02:18Well, regardless, she's still here to serve the guests, isn't she? Miss Sarah, you should try and
02:26treat her with a little respect. This behavior is inappropriate regardless of anyone's position.
02:31I'm a paying guest. I expect service. Guest services is important, but I still deserve to be treated with
02:38basic professional courtesy and respect. Fine. Then bring me towels and water. As the manager,
02:46that should be even easier for you. You can request those items with Jay here. That's the standard
02:53procedure. Ugh, this is ridiculous. I've been coming here for years and I've never been treated like this.
02:59Miss Sarah, please. Uh-uh. I'll be speaking to the owner about this.
03:13So, the, um, the final head count for the corporate dinner is 85 guests.
03:18Okay, great. I will confirm that with catering later today. I need you to pick up my dry cleaning
03:23from the shop down the street and arrange a car service for tomorrow at noon. Oh, and also make a
03:29reservation at that Italian restaurant for tonight at 7. Don't look at him. I am literally talking to you.
03:36Those requests should go through Jay. As I mentioned before, I'm the hotel manager. And as I've mentioned,
03:42this hotel's service and standards have seriously declined. You're not fulfilling your duties properly.
03:49Miss Sarah, you wouldn't make these same assumptions about a white woman in Valerie's position.
03:55How dare you suggest that? This has nothing to do with race. I am a VIP guest and I know
04:02what proper
04:02service looks like. Well, then you should know that managers don't run personal errands for guests.
04:07I've been coming here for years. I know how things work. Times change, standards change,
04:13and I'm asking you to respect boundaries.
04:19I am so sorry you have to go through this. Thank you for your support. I'm gonna go check on
04:26the event hall.
04:30Okay, yes. I will be there in just a second, okay?
04:49Yes.
04:50Yes. Those are my papers.
04:58You should be more careful. Losing those documents could have caused serious problems for you.
05:03You were just doing your job keeping track of guest belongings.
05:07Actually, noticing and securing a guest's forgotten items isn't technically my responsibility as a manager.
05:13I went out of my way to help you.
05:15I don't think you should expect special recognition for basic hotel service.
05:20You know, I'll simply have minimal interaction with you going forward. That would be better for the both of us.
05:26That arrangement works perfectly for me.
05:29Valerie.
05:30What's up?
05:30I just got off the phone with corporate. They wanted me to tell you the news personally.
05:35What news?
05:36You're being promoted to general manager of the entire hotel, effective immediately.
05:41Are you serious? That's incredible.
05:43They said your performance has been exceptional. They've never seen numbers like this.
05:49I can't believe it. I can't believe this is happening.
05:52What? She can't possibly deserve that position already.
05:57Excuse me?
05:57There is no way they're making of her general manager.
06:01She absolutely deserves it. Valerie has improved our guest satisfaction scores by 15%.
06:08That's impossible. There must be some mistake.
06:10There's no mistake.
06:11There's no mistake.
06:12She coordinated three major successful events, implemented cost-saving operational improvements,
06:18and increased staff morale across the board.
06:21This is ridiculous. What about experience?
06:24What about credentials?
06:26She has both. Years of them.
06:29Thank you, Jay. I really appreciate your support.
06:32And this is unacceptable. The hotel has compromised its standards.
06:35Our standards have improved, actually.
06:39I have been a loyal guest here for years.
06:43Years. And this is how you treat me?
06:45How we're treating you?
06:46Promoting someone so quickly with no regard for tradition or proper procedure?
06:51It's insulting to those of us who've supported this hotel.
06:55My promotion has nothing to do with you, Sarah.
06:59Of course it does. Everything about this hotel affects me. I am a VIP guest.
07:03Oh, you know what? And about that.
07:06What?
07:06As general manager, I have authority over all guest relations and hotel policies.
07:12You know, I reviewed your account given your pattern of disrespectful behavior towards staff.
07:17I'm revoking your VIP status, effective immediately.
07:22You can't do that.
07:23I just did.
07:24You can't just take away my VIP status. I've earned that.
07:30Yeah, you've earned it by treating staff poorly for months?
07:33I treat staff exactly as they deserve to be treated.
07:36That's the problem, Sarah. Your idea of what people deserve is based on your own prejudices.
07:43Oh, how dare you? I'm going to file a complaint.
07:46With who? She's the general manager now.
07:49Then I'll go above her head. I'll call corporate.
07:52Corporate is the one who promoted her. They're very aware of her capabilities.
07:57You're going to regret this. Both of you. When the owner hears about this?
08:02The owner already knows. Corporate reports directly to ownership. This promotion came from the top.
08:08This is discrimination against loyal customers.
08:11No, this is consequence for behavior that's been unacceptable from day one.
08:18I've never been treated like this in my entire life.
08:21Maybe you should have treated others better then.
08:24Fine. I'll leave. But you haven't heard the last of this.
08:29Have a pleasant day, Sarah.
08:34That felt good to watch.
08:36I don't take pleasure in it, but it was necessary.
08:39She totally had it coming. You were more than patient with her.
08:43Thank you, thank you, thank you for always having my back through all of this.
08:47Always. And congratulations again, Valerie. This is huge.
08:52It really is. I'm still processing it.
08:55You're going to be an amazing general manager.
08:58I hope so. I have big shoes to fill.
09:02You're going to do great. I have no doubt.
09:13Hi. I'm checking out.
09:16I just wanted to say I was wrong for how I treated you.
09:19Thank you. I hope you learned something from this experience about making assumptions based
09:25on appearances. I was wrong. I know that now.
09:29Everyone deserves to be treated with dignity and respect, regardless of their position or appearances.
09:35I really hope you remember that. I will.
09:50Justice served.
09:52Feels good, doesn't it?
09:55Look, you earned every bit of this, okay? Congratulations again.
09:59Thank you for always having my back.
10:03Always.
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