But after speaking with former employees and reviewing the complaints, she began understanding why people had been afraid of her.
"I thought I was being strict," she admitted.
Edward listened.
"I thought employees needed pressure to perform."
He nodded.
"Pressure can sometimes improve performance temporarily."
Vanessa looked up.
"But?"
"But fear destroys trust."
She lowered her eyes.
"I understand that now."
Edward remained quiet.
Finally, she asked:
"Do you think I can become a better manager?"
Edward considered the question.
"That depends on what you do next."
Vanessa nodded.
He continued.
"People make mistakes. The important thing is whether they accept responsibility and change their behavior."
She thanked him.
There was no promise of reinstatement.
There was no special treatment.
There was simply an opportunity to learn from the experience.
CHAPTER 14: THE TRUE MEANING OF LEADERSHIP
One year after the incident, the Grand Royal Hotel received an industry award for employee development and customer service.
Edward attended the ceremony with Daniel and Michael.
During his speech, he thanked the employees.
He did not spend the entire evening discussing profits or luxury facilities.
Instead, he spoke about the people who made the hotel successful.
"Our guests may remember the beautiful rooms, the elegant restaurants, and the impressive architecture," he said.
"But the people who make a hotel truly special are the employees who welcome them, help them, and solve their problems."
He paused.
"Every employee deserves dignity. Every manager deserves accountability. And every customer deserves respect."
The audience applauded.
Daniel stood beside his father.
He remembered the day Vanessa had pointed her finger at him in the lobby.
He remembered how uncomfortable he had felt.
But he also remembered that the experience had helped reveal a problem the company needed to solve.
After the ceremony, Edward turned toward him.
"Are you ready to take on more responsibility?"
Daniel smiled.
"I think so."
Edward nodded.
"Good. But remember something."
"What?"
"Never become the kind of manager you once disliked."
Daniel laughed.
"I won't."
CHAPTER 15: THE LAST GUEST
A few days later, Daniel was working in the lobby when an elderly visitor entered the hotel.
The man wore an old jacket and carried a small suitcase.
He approached the reception desk.
"Excuse me. I have a reservation."
The receptionist greeted him warmly.
"Certainly, sir. May I have your name?"
The man provided his details.
The receptionist checked the system.
Then she noticed that the room assigned to him was not ready.
"I'm very sorry, sir. Your room needs a little more time."