Mr. Watson, numb, slipped into the chair across from Mr. Bloomington. The man leaned closer and began speaking in a low, forceful voice.
“I don’t believe we’ve been properly introduced,” he said. “My first name is Charles, but you can keep calling me Mr. Bloomington. I recently acquired this hotel chain, and I’ve been visiting each property to assess their operations firsthand.”
The color drained from Mr. Watson’s face as the full weight of his deeds over the last few days reached him. “You’re… the new owner?” he muttered.
Mr. Bloomington nodded gravely. “That’s correct, and the CEO. And I must say, Mr. Watson, I’ve been less than impressed with what I’ve observed here, particularly concerning your treatment of guests you deem… unworthy.”
Mr. Watson opened his mouth to complain, but no words emerged. He sat there, fish-mouthed and pallid, as Mr. Bloomington spoke.
“A hotel’s primary function is to provide hospitality to all its guests, regardless of their appearance or circumstances. Your behavior has been not only unprofessional but cruel. Is this really the image we want to project to our clientele?”
“No, sir,” Mr. Watson whispered, chastened. “It’s not.”
The new CEO stood and nodded to one side. “Follow me.”
Minutes later, Mr. Watson was standing in Mr. Bloomington’s new temporary office, which had previously been used by the hotel management.
The CEO sat behind the desk, his fingers drumming on the glossy, slick wooden top.
“Mr. Watson,” he said, “I hope you understand the gravity of your actions. This hotel has always prided itself on providing exceptional service to all our guests. Your behavior over the past few days has fallen far short of that standard.”
Mr. Watson nodded but could not talk. He was prepared to lose his job, which he had held for almost 15 years.
“I’m glad you recognize that. Now, the question is, what are we going to do about it?”
“Sir?” Mr. Watson looked up, surprised.
“I believe in second chances, Mr. Watson. More importantly, I believe this experience can be a valuable lesson not just for you, but for our entire staff. Are you willing to learn from this and help implement changes to ensure it never happens again?”
“Yes, sir,” Mr. Watson said, breathless as relief flooded through him. “Absolutely. I’ll do whatever it takes to make this right.”
“Good.,” the new CEO nodded. “Then here’s what we’re going to do…”
The Grand Lumière Hotel underwent a transformation over the next several weeks. New procedures were implemented to ensure fair treatment for all guests, regardless of appearance.
If they could afford, they could get a room.
To demonstrate his importance, Mr. Watson created a training program to help employees understand and overcome their biases.
In addition, to work on himself, the concierge began volunteering at a nearby homeless shelter.
The hotel’s atmosphere gradually began to alter. Guests from all walk of life were greeted with real warmth and respect.
The team worked more cohesively now that their employer no longer looked to prioritize certain persons over others.
But Mr. Watson’s new perspective on his profession has yet to be tested.
The concierge stood behind the reception desk on a wet evening, much like the night it all began.
The doors swung wide, and a disheveled visitor entered, seeking refuge from the storm.
For a second, Mr. Watson’s old instincts surfaced, but he schooled himself and adopted a warm smile. “Welcome to the Grand Lumière,” he said kindly. “How may we assist you this evening?”
As he assisted the grateful guest in checking in, Mr. Watson caught Mr. Bloomington’s eye across the lobby.
The CEO nodded in approval.
Mr. Watson sighed softly and continued working. At the Grand Lumière Hotel, things had changed, and he was delighted he hadn’t squandered his second opportunity.
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