“You don’t have a receptionist?”
“We do, but she may have accompanied a guest to a room.” He took her case from her, unlocked a door behind the reception desk and stowed her case safely.
“I know you’ve had staffing issues.”
“The entire hospitality sector has staffing issues,” Edward said, “but it’s particularly bad here.”
“And why do you think that is?”
He glanced at her keenly and she silently berated herself for moving too quickly. She needed to be careful with her questions. Ultimately, she intended to speak to everyone of course,but she needed to do that in a low-key, organic way. She didn’t want anyone suspecting that there was more to her presence here than simply another pair of hands.
“I’m no expert,” he said, “but I would have thought it was a combination of factors, not least the competition from other hospitality establishments, and the challenges of finding accommodation locally.”
She wanted to ask him what he thought could be done about it, but she stopped herself. There was time. Plenty of time. She was here for the whole summer.
“Obviously I’m willing to step in wherever I’m needed.”
They thought she was an extra pair of hands. She needed to remember that and be more subtle in her questioning.
Edward walked to the reception desk, reached for the phone and dialled.
While he was doing that, she glanced around, finally seeing in person what she’d previously only seen in photographs.
Knowing that an important cause of guest dissatisfaction was arriving in a place and finding that it didn’t match expectations, she pulled up the website on her phone and quickly flicked through the photographs.
There were several external photos of the hotel, all taken on a perfect summer’s day.
Satisfied that they matched the picture she’d had when she’d driven up to the entrance, Abby scrolled on.
She glanced up as she heard footsteps.
“Abby?” A woman approached. There was a bounce in her step and her smile was wide and warm. Her choppy blonde hair ended somewhere between her chin and her shoulders and her nose was dusted with freckles. “I’m Evie. It’s good to meet you.”
Evie Hamilton, Abby thought.Age 30 and has worked in the hotel for eight years fulltime, and before that during holidays.
They shook hands.
“I’m early, I know,” Abby said. “I’m happy to wait in the gardens until you’re ready to show me around. I’m sure you’re busy.”
“We are busy—which is great, and also why I’m keen to show you around as soon as possible so you can get started! But first we’ll have tea in the garden.” Evie glanced at Edward, who nodded.
“All arranged. Sea view table. I’ll ask Chef to make tea.”
“Super. Scones, obviously.” Evie eyed Abby. “I always think it’s helpful for the staff to experience what the guest experiences. Or maybe you don’t eat carbs?”
“It was a long journey. I’m more than happy to eat every carb you can produce.”
“Excellent.” Evie frowned at the flowers and then at Edward. “Where are the fresh flowers?”
“The florist called this morning. They were having a crisis. They’ll be here tomorrow.”
“Okay. But in the meantime could you ask Donna to refresh these please?” Evie removed a couple of drooping roses. “Half of them are past it, and we don’t want guests thinking that we let things die on our watch. It will make them nervous.”
“I’ll talk to Donna and I’ll deal with those.” Edward took the roses from her and Evie led Abby out of the hotel and towards the gardens that led down to the edge of the cliff.
“So you’ve already met Edward, and he’s a key member of staff. He knows everything about the hotel and the area, so if you have questions he’s a great place to start. He’s also friendly and approachable and a good person, and I’m not saying that because he’s my father and I’m biased.”
Abby felt a flash of kinship. “Working together must have its challenges.”
