‘I will certainly do my best to answer them, but can I remind you, sir, if I may, the best way to look at all we offer is to go on our website, and that’s also where you will find the calendar with a list and description of all rooms, services and availability.’

‘Yes, I have been on your website, but, well, the thing is’ – the man drew a slow breath – ‘my wife’s cousin, Brenda, or Mrs Montgomery, as you would know her . . .’

‘I do meet a lot of guests.’ She found a smile, trying to ignore the key tapper, who had now taken to coughing occasionally, as if she were not already painfully aware of his presence.

‘Yes, well, she came and stayed with you a few years ago and she remembers it was very cold. Cold rooms, cold lounge.’

‘Well, I’m certainly sorry to hear that and I do hope it didn’t spoil her stay. As I say, sir, we have a gallery on our website with images and details of all our rooms and availability. I think that might be your best bet.’

Key-fob man now subtly kicked the front of the reception desk and sighed. ‘Be with you as soon as I can.’ Again she smiled and whispered.

The man on the phone continued. ‘That’s all well and good, but I don’t like websites. I prefer to talk to a person, a human person, none of this robot rubbish. Anyway, the wife has sciatica and likes an electric blanket.’

Key-fob guy huffed loudly and almost growled his dissatisfaction. Merrin had to make a split-second decision between a potential customer and a paying one standing in front of her who just might have an emergency.

‘I am so sorry, sir, I just need to pop you on hold for one second.’ She pushed the hold button and turned her attention to the man in front of her.

She smiled at him and joined her hands on the jotter. ‘I am so sorry to have kept you waiting.’

This morning, despite her early start, all she’d done was apologise. They were short-staffed and each and every one of them was feeling the pinch. At that precise moment, Merrin should have been organising the staff rota for the next three weeks, writing a warning letter to the florist whose flower arrangements had been less than incredible for the third week running, and sending the new fabric samples for the re-covering of the vintage sofas in the reception area to Lionel’s wife, who dealt with such matters.

‘No worries. Can you recommend a good pizza delivery?’

‘A pi—’ Even saying the word within the confines of this high-end hotel with its award-winning haute cuisine and a wine list that she knew the sommelier anguished over, so keen was he to get the exact right pairings with the food, was difficult.