Chapter 4
I could get used to this …
True to her word, Erin had spent time settling into her new and utterly stunning location, as well as sampling some of the excursions and services offered by The Palms to their guests, before officially taking up her role.
In the time it typically took visitors to acclimatise to the tropical weather, she had become an expert on many of the resort offerings.
The venture had taken every moment of her ‘free time’, but had been worth the exhaustion that now plagued her on her official first day on the job.
Now, she once again found herself standing before the full complement of staff reporting to or connected with Guest Services.
Dressed in a neatly tailored white linen pencil skirt suit that she’d paired with a palm-print blouse and court heels, Erin knew she looked the part.
Her flyaway auburn hair was controlled in a conservative chignon, and her make-up was immaculate. She was the embodiment of control.
‘I’m glad everyone seems to be in such good spirits this morning,’ she greeted warmly, as she sat on the edge of the boardroom table. Folding her hands in her lap, she again made eye contact with various faces.
‘Firstly, I wanted to reiterate that I am very serious about maintaining The Palms’ current standard of excellence in every aspect.
I don’t condone shirkers. I expect everyone to pull their weight and go the extra mile.
We are in a service industry and we need to provide our guests with what they paid for and more, be they locals or visitors.
They’re spending their money with us and we need to justify it.
’ She paused, then continued. ‘I have a two-strike system. Two warnings and then you’re out.
’ Her eyes fixed momentarily on the faces that seemed to baulk at her words.
‘But I’m also someone who likes to get her hands dirty.
In other words, I intend to know your job as well as you do, better even.
I want to know what works and what doesn’t so that you can carry out tasks to the best of your ability.
For the next few weeks or so, I will be joining and shadowing your teams to get a better sense of what your day-to-day here at the resort looks like. ’
There was an audible murmur mingled with both looks of confusion and smiles of amusement. One was a little bolder than the others, which immediately caught her attention. ‘Yes, in the back? You have a question?’ she inquired.
A man of average height, wearing the resort’s signature cream-coloured short-sleeved shirt and eggplant shorts, stepped forward.
‘Michael Manley, Miss Howard, nice to meet you. I wanted to ask, does this mean you will be working on the grounds too? Cleaning up, even?’ His scepticism was clear, and the entire room remained silent in anticipation of her response.
‘Yes, Michael, I will indeed,’ Erin replied without hesitation. ‘I’ve already chosen which teams I’ll be joining, though I won’t reveal when that will be,’ she continued with another cursory gaze around, then smiled. ‘It’ll be a surprise.’
As Michael stepped back into the crowd, she began to steadily traverse the room.
‘Hey, I understand that there are hiccups in every organisation. Things that are complained about among the team but never said, because you don’t believe anything will happen.
You feel that management only cares about the guests, and not you.
Let me assure you, that isn’t the case with me.
Our people are an integral part of what makes a place such as this work.
If this team isn’t happy, our guests can’t be happy, and that is the crux of my job.
So I need to make sure you’re happy. Feel free to approach me with any problems, drop me a note anonymously if you so choose, but I would like us all to come to the point of not only being bosses and employees but also teammates with a common goal.
’ Erin completed her turn around the room and finally stopped at the head of the table.
‘I also believe in compensating good work.’ She paused to let the words sink in since announcements of this kind were typically taken more seriously.
‘And I’ve agreed with Grant and management to offer periodic reviews with commensurate monthly awards or bonuses for good performance. ’
She rested her fingertips on the table and leaned onto her arms in emphasis.
‘This is the start of a brand-new chapter for The Palms. Once we all work to our strengths, there’s no limit on what we can achieve, and of course, by staying true to the resort’s long-standing motto “A Taste of Paradise.”’ She finished, dismissing them, and as she stepped back from the table, the room began to empty out.
The aforementioned general manager Grant Evans approached then, welcoming each of the staff as he made his way to where she stood.
‘Great start, Erin,’ he said brightly, with a cherubic face that always seemed to be smiling, though she knew there was a keen brain at work behind it. ‘Extra brownie points for mentioning the hotel’s motto too. Nice touch.’
‘Thanks,’ she said, pleased. ‘How can I help?’
Her superior’s cheerful face quickly became more serious.
‘I got an urgent call. Seems that we are to expect a VVIP – very, very important guest this week. CEO of Discover Earth?’ When she didn’t react, he continued.
‘Currently one of the hottest ecotourist agencies in the US. Their founder Daniel MacKenzie’s here to scout out resorts on the west coast for eco-certification plus “potential partnership”.
’ Grant accentuated those words with the curling of his fingers into bunny ears.
‘Sources say Breezy Shores is courting him too but he’s coming here first, so obviously we need to put our best foot forward.
’ He perched on the edge of the table, enlisting a small hop to achieve the necessary height.
‘Eco-tourism?’ Big business for their industry, Erin knew, and of course, all things sustainable were massively en vogue right now. And rightly so.
‘This guy has a direct line to a global tourist network seeking more environmentally friendly experiences, and willing to pay big bucks to get it. Having him personally endorse the resort for eco-certification would be amazing, of course, but to have him partner with us too would truly put The Palms on the map.’
He slid off the desk to face her squarely. ‘Basically, Erin, landing this guy is a huge opportunity for us and one to really test your mettle and show off your stuff to the big boys.’ He added, referring to head office in Philadelphia, ‘I expect they’d offer significant compensation too.’
‘When is Mr MacKenzie arriving?’ she asked. Grant needn’t have mentioned any financial bonus; she was immediately driven by the challenge alone.
‘Within the next day or two, or so I’m told,’ Grant replied, a look of satisfaction creeping up his cheeks as he noted her enthusiasm.
Erin grabbed a glass of water and finished it in several quick gulps. ‘Leave it to me. I’ll take care of it. By the end of his stay, the guy won’t want to leave this island, or indeed The Palms.’
Grant’s shoulders visibly relaxed as he exhaled. ‘I knew I could count on you.’ He checked his watch. ‘Now I have a meeting shortly that I need to prepare for. Keep me informed if you need anything. And enjoy your first day.’
Erin walked out after him and closed the door behind her. Her first hour on the job and already she had a quest to fulfil. Turning, she pressed her back against it and folded her arms across her chest, her eyes sparkling with excitement.
Hello, mountain, here I come.