Page 91 of Another Lucky Number

Sébastien gestures to me and I feel a rabid heat creep up my neck, quickly followed by another wobble in my legs and a lurch in my gut.

‘Emma has already shown an admirable level of dedication in how she came to be here on this stage today, but I will leave her to share that story with you. Emma will be presenting to you her plans for the first ninety days in the job if she is successful. This is where your role comes in. There was a feedback form on your chair when you arrived. If you would be so kind as to fill this out, but only once Emma has completed her presentation so you do not distract her…’

At this mention of feedback, I find myself fighting an irrational (and familiar) urge to flee the scene. Desperately seeking the support of my best friends, I look to the back of the audience for Cat and Amber, and this time we make eye contact. They’re both grinning like idiots while giving meenthusiastic double thumbs up. It’s enough to calm the worst of my anxiety, and I’m immensely grateful that they’re there.

‘So, I will not take up any more of your time,’ Sébastien finally wraps things up. ‘Thank you again, and please welcome… Emma.’

Chapter Thirty-Seven

There’s polite applause as Sébastien steps off the stage and takes the only remaining front row seat, kept vacant by a ‘reserved’ sign.

All eyes are on me now. I shift under the collective scrutiny, then James’s tip about eye contact pops into my mind and I alter my gaze.

It works.

I discreetly clear my throat and start talking, my voice projecting clearly through the headset.

‘Thank you, Sébastien. Good afternoon, ladies and gentlemen, I would like to echo Sébastien’s appreciation of you taking the time to be here this afternoon. How Icame to be here myself today is not characteristic of how interviews go at Paradis Resorts. So I’m told anyway. I’m actually here on holiday, and I was lucky enough to be offered this opportunity. I won’t bore you with the whole story, but I will share that it involved an appalling karaoke performance and the antics of a rather opportunistic friend of mine…’

A ripple of amusement dances through my audience, alongwith some raised eyebrows, expressing what appears to be a mixture of surprise and intrigue.

‘So, rather than spending the last few days soaking up the sun and devouring the beach reads I brought with me, I’ve been diligently preparing for this moment. You might be feeling pained for me. I’ve missed out on the much needed R&R I came here for – and I’ll admit, I wrestled with that too at first – but it has all worked out well. I’ve been able to use my experience as a paying customer to help me prepare for today. And instead of taking a more predictable route with this presentation, I’m going to give you my plan for my first ninety days in the role through the eyes of a guest…’

I click the button on the wireless presentation remote I’m holding and the stage is instantly filled with colour and sound – a montage of photos and videos of the resort displayed on the huge screen, accompanied by lively Caribbean-themed music filtering through the speakers. I’ve also added a smattering of text in between the visual images with teaser lines of some of the key points I’ll be highlighting over the next twenty minutes. The impact of this alternative approach is immediately apparent, with murmurs of interest, approving nods, even some people moving to the rhythm in their seats.

My intro video comes to an end with the music fading out, and I proceed to deliver a relatively smooth, upbeat, and at times, even humorous presentation. I also ensure I make plenty of ‘eye contact’ and encourage audience engagement. My presentation slides, which are mainly visual and quite whizzy (if I may say so myself), are the perfect enhancement to the experience, and I find myself feeling quite Ted Talk-esque with my fancy headset and gesticulating arms.

When I eventually wrap things up twenty or so minutes later, I can’t help feeling a little bit proud – and amazed that I’m still in one piece. I also take it as a positive sign that myaudience are clapping a good bit more enthusiastically than earlier.

Sébastien returns to the stage to join me, his presence quickly curbing the applause.

‘Thank you, Emma, and well done. It is not easy to stand in front of so many people and deliver like that. Now we will move on to questions. Who would like to start?’

Several hands raise across the audience.

‘Madam Sinclair. Please go ahead,’ Sébastien addresses a smartly dressed mature woman.

‘Thank you, Sébastien,’ she says in a deep throaty voice. ‘Emma, may I firstly congratulate you on an excellent presentation.’

‘Thank you.’ I beam at her in response.

‘I’ve been a regular guest of Paradis Resorts for over a decade, and so far, I’ve seen little dilution of the quality of customer experience as the company has grown. However, I’m concerned that further expansion will have that impact. I’m wondering what your thoughts are on ensuring this does not happen?’

It’s a challenging question, triggering yet another bodily protest, but I’m determined not to go to the same panicked place as yesterday. Amber’s words from breakfast float into my mind and I find myself doing as she suggested.

One…two…three…four…five.

‘Thank you for your question, Madam Sinclair,’ I say. ‘I think your concerns are very relevant, and there are many real-life examples of what you describe, especially when a workforce is inherited as part of an acquisition. I would say that, aside from ensuring the same quality of physical environment and produce, the answer lies within the company culture. There are two things for me that are key: making sure the right leaders are in place; and ensuring the employees are treated with respect and feel valued, so they care about the company and theyfiercely protect what it stands for. For me, people are what make or break an organisation.’

‘Thank you, Emma,’ says Madam Sinclair. ‘That’s a very comprehensive answer.’

Sébastien opens up the floor again, and several times after that. It’s a tough process, but with my secret weapons of not making direct eye contact and counting before I answer each question, I make it through relatively unscathed. The only hurdles I stumble at are a complex financial question from one of the resort accountants and a couple that are very specific to the hospitality industry. But I do my best to answer them as well as I can.

However, just as I think I’m out of the danger zone, things take a turn for the less amicable.

‘We shall make this the last question,’ says Sébastien. ‘I am sure that Emma must be looking forward to a well-earned rest.’

This time only one hand raises. I look to its owner and freeze. It’s Mr Miller – the unpleasant man from the bar and reception – and he’s watching me with pure derision. Utterly intimidated, I scan the audience, willing someone else to raise their hand, but there’s nothing. Sébastien appears to hesitate, before inviting him to speak.

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