00:03Wrap it up. I need this room turned now. I'm almost done. I just need 10 more minutes. I don't
00:08have 10 minutes. I needed this room an hour ago. I understand. I'm moving as fast as I can. Clearly
00:14not fast enough. You know, the suite next door is already prepped. If timing is the issue. I did
00:19not ask about the suite next door. I remember asking about this room. I know. I'm just saying
00:25it is an option. It's not an option. It's not what I asked for. I want this room, this
00:30view, right now. Of course. I'll come back and finish after you're done. You'll come back
00:36when I tell you to come back. Understood. And watch your attitude on the way out. Sorry.
00:49It's me. Yeah. I'm wrapping up early. No. No one's going to say anything. The
00:55CEO is never on property. She hasn't been here in months. I'm thinking dinner, that
01:00place on fifth. Just put it on the company card. I've been doing it since January. Nobody
01:05checks. Nobody even looks at the receipts. The management here? Clueless. Honestly, embarrassing
01:13for a chain this size. You'd think somebody would be paying attention, but they're not.
01:24Hey, leave the mug. That's mine. I'll deal with it. It's really, it's no trouble. I mean
01:29it. You've been cleaning windows, taking out bins, mopping the back stairwell. I've been
01:34watching you all afternoon. You clearly have enough to do. I know, but I don't mind. I mean,
01:41it was just how I was raised. You see something, you handle it. You don't leave things for other
01:45people if you can take care of it yourself. Wow. Your family did a great job. Thank you.
01:51They'd be happy to hear that. Have we met? You seem like someone who knows everyone on
01:57the floor. Well, I probably do. Yeah. Diane, guest relations. You're new this week, right?
02:06I try to keep track of the new faces. Yeah, it's my first week on property. And how are you
02:11finding it? Um, I'm still getting the lay of things. You know, trying to understand how
02:15it all actually runs, not just the official version. Mmm. The official version and the actual
02:22version are usually about 80% the same here. That's better than most places. You've worked
02:28at other hotels? Two others before this one. Different story. What made you stay here?
02:34Honestly? The people. And the fact that the work means something. That sounds like something
02:42you put on a poster, but I mean it. And how long have you been here? Hmm. Five years. Started
02:50on front desk and haven't wanted to be anywhere else since. That's rare. Maybe. I don't really
02:56think about it that way. It just fits. Well, come find me if you need anything at all this
03:04week. I will. And hey, welcome to the property. Thanks.
03:17Oh, sorry. I didn't see you there. Oh, don't stop on my account. I'll be out of your way in
03:22a minute. Oh, no. It's fine. I needed a break anyways. Oh, it's almost seven. Have you been
03:27on since this afternoon? Yeah. I tend to stay late when I'm in the middle of something.
03:32Same. My brain really doesn't switch off on a schedule. Oh, what are you working on?
03:37Guest feedback review. Trying to find the pattern and the complaints before I write it up.
03:43And? Third floor check-in experience. Same friction point. Different guests. Four weeks running.
03:50It's fixable. Just need someone to look at the process. Have you flagged it? I'm writing
03:55it up tonight, so I can put it in front of someone tomorrow. Nice. Oh, you don't have
04:01to do that. I can. Oh, no, that's okay. I mean, you're working, so I should. Can I ask you
04:11something? Sure. What keeps you going? I mean, staying late five years in, still writing up feedback
04:19reports at seven o'clock. You know, what's your secret? Mia and James, three years old.
04:26Oh, they're beautiful. Everything I do is for them. That's it. That's the whole secret.
04:34Staying late isn't a sacrifice when you know exactly what it's for. Their dad passed two years
04:43ago. He was the best person I have ever known. The time we had was the best in my life.
04:51I'm so
04:52sorry. Thank you. I know he's still watching them from somewhere. I know it. Sorry. That's a lot to
05:01put on someone I just met in the corridor. Oh, don't apologize. I asked. Still. Well,
05:06thank you for telling me. I'm going to head out for the night. Have a good night.
05:17All I'm saying is it was a good dinner. You know what made it even better? What?
05:20Putting it on the company card. Let me know for two, please. One to go. When did you get there?
05:27Do you know what this is about?
05:33What is that? What the hell is it even? In the suit? She looks different, but I swear.
05:41Let me clear the air. Good morning. My name is Elena Vasquez and I am the founder and CEO of
05:47this hotel
05:48group. I've been on property for two days now working as a member of the housekeeping staff.
05:54I do this periodically without announcement to understand how my hotels actually run when no one
06:00is performing for me. And yesterday was very informative. Ms. Vasquez, Elena, I want to say
06:07yesterday was genuinely not a typical day for me. I was under a lot of pressure. I was running behind
06:13on three things at once. And I know how it must have looked, but it is not representative of how
06:19I'm going to stop you, Sandra. I was in the adjoining room when you made your phone call.
06:24I, uh, that was just venting. I do that sometimes. Everyone does it, don't they?
06:30Okay. Well, you told someone you were leaving early because the CEO is never on property and that you
06:37can do whatever you want. You discussed charging personal meals to the company account. You said
06:45you've been doing this since January without anyone noticing. That was taken completely out
06:50of context. You also described the hotel's management as clueless. You said it was embarrassing
06:56for a chain this size. I heard all of it, Sandra, through the door that you did not close all
07:03the way.
07:03I want to be clear. I wasn't a part of that, okay? The company card, leaving early, none of that
07:09was me.
07:09I know. Sandra, your employment is terminated effective immediately. HR will handle the separation
07:19and the financial review through the appropriate channels. Please collect your things.
07:24You know what? This company never deserved me anyway!
07:31Marcus, you're not being terminated, but what I saw was sustained enabling. You laughed when you
07:38should have said something. You agreed when you should have pushed back. That has a cost, Marcus,
07:44even when you're not the one doing the damage. I know. I've known for a while. Then you understand
07:49what I'm asking for going forward. Push back, even when it's uncomfortable. Especially when it's
07:55uncomfortable. That's when it matters. Understood.
08:01Diane, I want to talk to you about what I observed yesterday.
08:04When you were in the corridor? When I was in the corridor.
08:07And in the office last night? Yes, and in the office last night.
08:11Okay, that's okay. In two conversations, you showed more genuine investment in this hotel,
08:18in your work, in the people around you than some employees manage in an entire career. And you
08:25weren't performing. You didn't know there was anyone to perform for. I just... that's how I am. It's not
08:32anything special. Well, it's exactly what's special about it. I've been thinking since last night about
08:40what you could do with more room to do it. What do you mean?
08:45I've been a floor operations manager, a team of your own, expanded scope, and a salary that actually
08:51reflects what you've been quietly worth for some time. Yes? Good. You start now. Thank you.
09:01I know you're going to do great. Congratulations. Really. You deserve it.
