Whilst training the new receptionist Terri, her trainer Catherine and manager Matthew enter into a discussion of what can occur on a busy morning. Including the bane of all Hotel receptionists the Morning glory. “For no real reason the blood rushes to his or her head and a single wrong stroke or comment will make them explode kind of like a mans (Morning Glory)”. Terri brings up the point that surely sometimes a complaining guest may have a genuine gripe and asks how to deal with these. After slight mocking by Cat and Matthew the day continues in the hotel. Later a Morning Glory with a genuine story arrives. How will Matthew and Cat tackle this real life issue