Emily is discussing a decline in service ratings and guest complaints with Mr. Thompson, the hotel manager. She proposes several cost-effective improvements, such as optimizing staff roles and outsourcing laundry services, to address issues like cleanliness and long wait times. Mr. Thompson is concerned about maintaining financial constraints and asks Emily to find ways to cut costs.

During a guest's check-in, Emily apologizes for a room that wasn’t cleaned due to reduced housekeeping staff. The guest, Mrs. Clarkson, reveals she is the CEO of the hotel chain and is dissatisfied with the hotel's current management. She fires Mr. Thompson for poor management and promotes Emily to hotel manager. Emily is then tasked with improving the hotel's operations. Meanwhile, Mr. Thompson expresses his frustration and decides to start his own hotel.