“Service is not about being up-front and honest. Service is about minimizing negatives and creating the illusion of perfection.”
“There is nothing easy about housekeeping. There is nothing easy about dealing with other people's filth and having to get on your knees to do it. There is nothing easy about scouring and spraying and polishing and getting on all fours to make sure there isn't a porno mag under the bed skirt (previously, I didn't even know what a bed skirt was much less how surprisingly not easy it is to make it hang perfectly). There is nothing easy about scrubbing a toilet on Christmas morning, believe me. And there is certainly nothing easy about hearing your boss tell you every morning that your job is very easy when it motherfucking isnt.”
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