Hazel takes a step closer to us. “Look, we’re not trying to catch you out. That’s not the aim. We just want you to know the resort well and be able to communicate with members properly. If they want to know what time the slopes open, we want you to be able to say, The lifts are manned twenty-four hours a day and lighting is available on the green, blue, and red runs on request.”

“Oh, so it’s not like… questions about the menu?” Akira asks.

“It will be that too, but the members here will have huge expectations of you, so you’ll need to know about the entire resort.”

Because they’re rich, I think. The richer they are, the more power they have. The more they expect. I always thought Frank was rich, but although his house was in a great neighborhood and he didn’t look at prices in the grocery store, he wasn’t the kind of rich that could spend a hundred and fifty grand a year just to get a chance to book this place.

“There’s no need to feel intimidated,” Hazel says. “We’ll role-play a lot of scenarios, and there are work-arounds to everything.” Her smile is warm and encouraging, but I can’t help feeling intimidated. Checking in cars for service at Frank’s dealership was a job I’d done for two years. I could do it with my eyes closed. It was just a few clicks on a mouse, filling out a name and address, and asking the customer a couple of questions I read from the screen. This sounds much more complicated.

“Let’s start here,” Hazel says, her attention pulled toward the enormous flower arrangement on the round, polished table in the center of the lobby. “A member might ask you what flowers are in the arrangement.”

Jesus, were we all going to be trained in floristry now too?

“We don’t expect you to be able to keep up with the different arrangements here or elsewhere throughout the resort, but there’s a full list in reception at all times. So all you would say is, ‘We use a local florist. I can get you full details.’ Then you would tell your supervisor of the request and either you or your supervisor would retrieve the details and bring them to the member. Reception will have the information on a beautifully presented card with a scannable QR code, which allows the member to order an arrangement with the same or different flowers for their accommodation. Does that make sense?”

I swallow as I realize the expectations these guests are going to have of us. Of me.

“What’s the average length of stay for a guest?” Akira asks. “Will we get a chance to get to know them?”