00:03hey there let me get that for you thank you so much it's heavier than it looks
00:08welcome to the grand luxe hotel what can I help you with today I'd like to get a room for
00:19the
00:19night I'll need one that's wheelchair accessible I didn't make a reservation though I'm hoping
00:26you're not fully booked no problem let me just check and see what we have here okay so here's
00:36the situation we do have one room available tonight but it's not one of our wheelchair
00:41accessible rooms I'm really sorry about that most of our accessible rooms are booked but we'll have
00:47one open up tomorrow if you're okay with that I can get you into the available room tonight and
00:53move you to the other one first thing in the morning I see so tonight's room wouldn't be
00:59fully equipped unfortunately no but I'll make sure you're transferred to the accessible room
01:05as soon as it's available tomorrow I really wish I had a better option for you right now I'm sorry
01:11hmm well that's not ideal but I understand and hey if you'd rather find something more suitable
01:17for tonight I can help with that too I could call around some nearby hotels check and see if they
01:22have accessible rooms open I'd be happy to do that for you it's very thoughtful of you I appreciate the
01:28offer but I know it's a busy time of year so it's probably tough to find anything last minute yeah
01:35I
01:36mean it's definitely busy but I'll do my best we want to make sure that you're comfortable wherever you end
01:41up staying you're really going above and beyond Jack thank you really could I possibly see the room
01:48you have today just to see if I could manage I would love to save a trip if possible okay
01:59Jack what seems to be the problem here oh hi miss Williams this guest is looking for a wheelchair
02:07accessible room but we're fully booked except for the one standard room I was just offering to call
02:12around some nearby hotels to help her find a room tonight or we can move her to an accessible room
02:16tomorrow we don't have any rooms available Jack we're fully booked you should know that by now but
02:23we do have one room available and if we get that room isn't suitable for her we can't put her
02:29in a
02:29room that's not fully accessible she'll just have to find another place to stay I appreciate the concern
02:36but I think I can manage in a standard room just for one night no no it's too much hassle
02:41we're not
02:42taking any risks it's not our problem if she didn't plan ahead and make a reservation I promise I'm more
02:48than okay with taking the standard room just for the night if it works and I'll just switch to the
02:54accessible room tomorrow no worries well ma'am I run this hotel and I know exactly what we have and
03:01I'm
03:01telling you we don't have any suitable rooms for someone like you I suggest you try another hotel
03:07maybe we could still call another hotel and see if they have something more accessible for tonight
03:13I'm happy to do that for her Jack enough I said no we're done here this guest is not our
03:21responsibility
03:23look on your website I can see the one available room and all the pictures of it yes it doesn't
03:30have some accessibility features but I'm confident I can make it work isn't that enough are you trying
03:37to tell me that you know this hotel better than I do the manager yeah I don't think so I'm
03:43telling you
03:44that room won't work even if it did we don't want you here honestly you're ruining the atmosphere in
03:51here just from the few minutes you spent wheeling around in the lobby I see how things are okay
03:59well thank you Jack I appreciate everything you tried to do I'm really sorry that it couldn't have
04:04worked out better please let me know if there's anything that I can do thanks you need to learn
04:16how to follow orders Jack it's not your job to bend over backward for every single guest especially
04:23not ones who didn't bother to plan ahead we're not here to accommodate everyone you understand yes
04:29miss Williams and honestly how dare you question my authority you think other guests are going to want
04:35to see some person in a wheelchair wheeling around in here you have a standard to uphold and you're on
04:41thin
04:41nice Jack you get that yes miss Williams good now get back to work wait you're you were in the
05:05wheelchair earlier right how are you it's a long story Jack but yes that was me can you call Mrs.
05:13Williams for me I need to speak with her now sure just give me a second Miss Williams could you
05:18please
05:18come to the lobby there's a guest here who needs to speak with you okay you again
05:36wait weren't you just in a wheelchair yes but that was just part of the test test what are you
05:44talking about let me introduce myself properly my name is Claire Wright I am the CEO of this hotel chain
05:50I came here today undercover to observe how my staff handles guests particularly guests with special
05:57needs you know it's easy to put on a show when everything's going smoothly but the real test real
06:04test comes in when something unexpected happens I I didn't realize Miss right I mean if I had no
06:12that's the point you weren't supposed to know and I've seen exactly what I needed to see is right I
06:17can
06:17explain everything I was just trying to maintain order we're a very busy hotel and we have certain
06:23standards to uphold and I can is that what you call what I saw earlier today refusing to help a
06:31guest ignoring Jack's efforts to assist me dismissing the available room even though I could have stayed
06:37in it for one night that's not order that's poor management Mrs. Williams I oh I didn't mean it
06:45like that I was just thinking about what was best for the hotel for our reputation we can't always
06:51accommodate every single guest who comes through here especially without a reservation this isn't
06:57about reservations this is about how we treat people I didn't expect perfection I know things don't
07:04always go according to plan but your response wasn't about logistics or availability it was about
07:09dismissing me because you didn't want to deal with the hassle I just didn't want to cause a situation
07:17where we couldn't properly take care of your needs I thought it was best to avoid any complications
07:23that's your reasoning you would have left me without a place to stay because you didn't want
07:28the inconvenience that's not how we treat people at this company and Jack here he was the only one who
07:35actually tried to help me he was professional empathetic and did everything he could to find a
07:40solution even when you told him not to thank you miss Wright I was just trying to help and I
07:46didn't want to
07:47leave you without options and that's exactly what you should have done I'm incredibly impressed with
07:53how you handled everything today you didn't hesitate to step up even when it wasn't easy you went out of
07:59your way to make sure I felt welcome even when mrs. Williams was making it very difficult miss Wright
08:06please I've been with this hotel for years I've always been committed to running this hotel efficiently
08:12today was just an oversight Mrs. Williams what I saw today wasn't an isolated incident it's a reflection
08:20of how you've been managing this hotel and it's clear to me that your priorities are in the wrong
08:25place you put convenience above people that's not what we are about I can change I just I didn't realize
08:33it's too late for that your behavior today showed me exactly why things need to be changed here
08:39you're terminated from your position as manager effective immediately oh please Ms. Wright I can
08:45fix this I didn't mean to I've made my decision pack your things and leave fine you know what this
08:53is
08:53insane testing your employees like this I wouldn't want to work for a CEO like this anyway you can stop
08:59making excuses for your terrible behavior now get out of my lobby before I call security
09:10I don't know what to say thank you Ms. Wright I did not expect any of this you don't have
09:16to
09:16say anything Jack I should be the one thanking you you handled yourself incredibly well today and it
09:22didn't go unnoticed we need more people like you in this company I was just doing what I thought
09:28was right I couldn't let you leave without at least trying to help that's what makes the difference you
09:34didn't just follow the rules blindly you went out of your way to help someone who needed it that's
09:40the kind of attitude we need more around here I want to make sure that you know how much you
09:45are
09:46appreciated there are big changes coming to this hotel and you're gonna be part of them sorry I'm
09:52just still in shock I wasn't sure what was gonna happen when you walked in without the wheelchair
09:58got nothing to worry about you've got a bright future ahead of you Jack and I'm going to make
10:04sure you're rewarded for your dedication let's grab a seat and talk about it okay
10:18so I'm still trying to wrap my head around all this you're really the CEO like the actual CEO of
10:24the whole chain yes Jack the actual CEO I know it's a lot to take in but I do this
10:30sort of thing from
10:31time to time go undercover see how things are really working at the ground level it's the best way to
10:38see the true sense of how our guests are treated that's incredible I mean I've heard of stories of
10:43the CEO doing that but I've never thought that I'd be a part of one and the wheelchair the whole
10:49thing
10:49it's honestly brilliant I didn't have a clue that was the point if people knew who I was they'd treat
10:56me differently I wouldn't get an honest look at how things are really run but you Jack you treated
11:02me exactly the way you should treat any guests no matter who they are and that's exactly what I
11:08wanted to see I appreciate that so much honestly I've been working here for a few years and it seems
11:14like people don't notice when you try to go that extra mile you know like we're just here to keep
11:19things running and that's it oh I notice and that's exactly why I wanted to talk to you about
11:25your future here Jack my future what do you mean I want to offer you a promotion you've demonstrated
11:32today that you're not just doing the bare minimum you care about the guest you care about how our hotel
11:37operates and you care about doing what's right that's exactly what we need in a leadership position
11:43wait you want me to be in management yes Jack you've shown me that you have what it takes to
11:49lead by example you're patient you think on your feet and you prioritize the guest experience above
11:55all else those are qualities we need in a manager wow I don't even know what to say you deserve
12:02it
12:02Jack you've earned this opportunity and I want to make sure that people like you who genuinely care
12:08about the work they do are given the chance to grow in this company you're exactly the kind of person
12:13we
12:13need in leadership this is unbelievable thank you so much I know it's a lot to process but I'll be
12:21working closely with you to make sure you're supported in your new role I'm so grateful and
12:26this is just the beginning there's a lot more to come and I'm looking forward to seeing what you'll
12:31accomplish I won't let you down I am ready for whatever comes next I know you are let's make this
12:37hotel the best it can be together
