Maintenance expenses had also been approved without sufficient supporting documentation.
Richard read every page.
He was disappointed.
But he was not surprised.
For months, he had received letters from loyal customers describing increasingly poor service.
He had originally decided to visit the hotel personally because he wanted to see whether the reports reflected reality.
He had deliberately avoided announcing his arrival.
He wanted to observe the hotel as an ordinary visitor.
Now he understood why management had been so eager to control what he saw.
Richard called James.
"How serious is this?"
James answered honestly.
"Serious enough to require a complete review."
"Do we have evidence?"
"Yes. The finance department has retained the original records."
Richard looked through the window of his office.
"Then proceed according to the proper procedures."
"Understood."
"One more thing."
"Yes, sir?"
"Make sure the employees who raised concerns are protected from retaliation."
James nodded.
"Of course."
Richard ended the call.
He knew that firing one manager would not automatically repair the hotel.
The culture had to change.
And that would require more than a public apology.
CHAPTER 8: THE MEETING THAT NO ONE EXPECTED
Three days later, Richard requested a meeting with the hotel's senior management team.
Victor arrived wearing an expensive suit.
He looked confident, although his expression revealed that he had not slept well.
James began the meeting.
"Thank you for attending. Mr. Harrison would like to discuss the recent operational review."
Richard stood.
"I have worked in the hospitality industry for more than forty years."
He looked around the room.
"I have seen excellent hotels fail because their owners forgot why customers came in the first place."
Nobody spoke.
He continued.
"People don't come to a hotel simply because it has marble floors or expensive furniture. They come because they expect to be treated well."
He paused.
"A guest who spends five hundred dollars deserves respect. A guest who spends fifty dollars deserves exactly the same respect."
Victor looked down.
Richard continued.
"Over the last several months, this hotel has developed a culture in which appearance matters more than character and money matters more than dignity."
He looked directly at Victor.
"That culture ends today."