“Why?”
“Employees may not recognize you.”
“That’s the point.”
The Regional President sighed.
“This isn’t undercover television.”
“No.”
The Chairman looked toward him.
“It’s worse.”
“Television ends after an hour.”
The service corridor beneath the ballroom smelled like detergent, coffee, and hot machinery.
The Chairman walked slowly.
Nobody noticed him.
Perfect.
Two banquet workers argued near a cart.
One said:
“We’re short again.”
The other:
“Manager cut agency staff.”
“Why?”
“Budget.”
“Event’s four hundred people.”
“I know.”
They pushed the cart away.
The Chairman followed.
The banquet hall upstairs was hosting a financial conference.
Guests in tailored suits.
Waiters moving quickly.
The Chairman stood near the service door.
Watched.
One server carried a tray past.
The Banquet Supervisor snapped:
“Faster.”
The server nodded.
Then stumbled slightly.
Nothing spilled.
The Supervisor grabbed his elbow.
“Do that in front of a guest and you’re done.”
The Chairman approached.
“Everything okay?”
The Supervisor looked at the maintenance uniform.
“Who asked you?”
The Chairman almost smiled.
Nobody.
That was the beauty.
The server looked at the Chairman.
Something in his expression said don’t.
The Chairman stepped away.
Not because he was afraid.
Because he was learning.
At 1:20, he returned to the lobby.
The Hotel Manager was speaking with a guest.
Perfect smile.
Perfect voice.
“Absolutely, sir.”
The Chairman stood twenty feet away.
The guest wore an expensive watch.
No extra verification.
No suspicion.
No contempt.
The Manager looked over.
Saw the Chairman in maintenance clothes.
His smile vanished.
He excused himself.
Walked quickly over.
“What are you doing?”
The Chairman raised one eyebrow.
The Manager lowered his voice.
“Sir.”
“Working.”
“You can’t walk around dressed like this.”
“Why?”
“It creates confusion.”
The Chairman smiled faintly.
“Does it?”
The Manager looked toward nearby guests.
“People may think—”
“That I work here?”
“Yes.”
“I do.”
The Manager had no answer.
The Chairman leaned slightly closer.
“How many guests did you refuse this month?”
The Manager’s expression tightened.
“Refuse?”
“Entry.”
“Reservations.”
“Service.”
“I’d have to check.”
“Check.”
The Manager nodded.
The Chairman continued:
“And bring me the list of waived resort fees.”
The Manager’s eyes shifted.
Tiny.
But visible.
The Chairman noticed.
“Problem?”
“No.”
“Good.”
“Bring that too.”
At 2:05, the first financial irregularity appeared.
Not huge.
That was what made it interesting.
Guest recovery credits.
Normally, managers could issue small credits for service problems.
Late room service.
Noise.