James turned toward Victor.
"Why is Mr. Harrison standing here?"
Victor looked confused.
"I... I was just handling a situation."
James frowned.
"What situation?"
Victor tried to smile.
"This gentleman arrived without an appointment and requested to meet management."
James looked at Richard.
"Did he explain who you were?"
Richard answered calmly.
"He didn't ask."
James slowly turned back toward Victor.
"Did you even check his name?"
Victor hesitated.
"Well, he didn't have a visible appointment."
James's expression became serious.
"Victor, this is Richard Harrison."
Victor nodded awkwardly.
"Yes, I understand."
"No. I don't think you do."
James paused.
"Mr. Harrison is the majority owner of the Grand Imperial Hotel."
Silence.
The words seemed to hang in the air.
Ethan's smile disappeared.
Chloe's eyes widened.
Victor looked as though someone had suddenly removed the floor beneath his feet.
"Owner?"
James nodded.
"Yes. The owner."
Richard remained completely still.
He had not raised his voice.
He had not insulted anyone.
He had simply waited for the truth to become clear.
Victor swallowed.
"Mr. Harrison, I didn't realize..."
Richard interrupted gently.
"That I was the owner?"
Victor nodded.
Richard looked around the lobby.
"Would it have mattered if I weren't?"
Victor had no answer.
Richard continued.
"Would it have been acceptable to speak to me that way if I were simply an ordinary guest?"
Victor looked down.
"No, sir."
"Then why did you do it?"
The manager tried to explain.
"I was only following hotel procedures."
Richard shook his head.
"Procedures are supposed to protect the quality of service. They are not excuses for disrespect."
James stood quietly beside him.
Richard turned toward Ethan.
"And you?"
Ethan looked frightened.
"Sir, I apologize."
"Why?"
Ethan swallowed.
"I shouldn't have spoken to you like that."
Richard nodded.
"You're correct."
Then he turned toward Chloe.
"You were the only person who appeared uncomfortable with what was happening."
Chloe looked surprised.
"I just thought we should hear you out."
Richard gave her a small smile.
"That is exactly what good service should look like."
CHAPTER 5: THE OWNER'S REAL REASON FOR VISITING
James escorted Richard toward a private seating area near the lobby.
Victor followed nervously.
"Mr. Harrison, may I explain?"