Chapter 35: A Crash Course in Customer Care and the Mystery of the Bitch Book
⚠️ Spoiler Warning: This guide contains detailed spoilers for the entire novel. Proceed only if you've finished reading or are comfortable knowing the plot.
Summary
Traci Eddings gives Livvy an intense on‑the‑job lesson in guest relations. Their first test is Colonel McBee, a demanding long‑time guest who complains about a mattress, the room temperature, towels, and children at the pool. When McBee makes a cutting remark about the hotel declining after Hoke’s death, Traci firmly offers him an early checkout. She then asks Livvy about a blue notebook that McBee mentioned—Parrish’s “bitch book,” where she recorded guest complaints. Later, Livvy helps Mrs. Dahlberg, a favorite guest undergoing chemo, by styling her wig just before an engagement party. At the end of her shift, Livvy hurries to inspect the old mattress in the warehouse, but the maintenance crew has already gone home and the mattress is missing, making her feel she has failed her first assignment.
Key Events
- Traci teaches Livvy how to handle Colonel McBee, who complains about everything from his mattress to children in the pool.
- McBee insults Traci by saying the hotel has declined since Hoke’s death; Traci coolly offers him a refund and an early departure if he is unhappy.
- Traci learns about Parrish’s “bitch book”—a blue composition notebook where Parrish recorded guest issues.
- Livvy goes beyond her duties by styling Mrs. Dahlberg’s wig before a family engagement party, refusing a tip.
- At day’s end, Livvy rushes to the warehouse but cannot find the old mattress, worrying she has disappointed Traci.
Character Development
- Livvy (Olivia) : Displays resourcefulness, empathy, and a willingness to learn. She takes initiative with the wig styling and shows she cares about guests beyond the job description. Her anxiety about the missing mattress reveals her desire to prove herself.
- Traci Eddings: Models grace under pressure, balancing firmness with compassion. She defends her staff against rude guests and remains curious about Parrish’s notebook, suggesting an investigative side.
- Colonel McBee: Embodies the old‑guard guest who resists change and feels entitled to special treatment. His remark about Hoke Eddings hurting Traci highlights generational tension at the Saint.
- Mrs. Dahlberg: A contrast to McBee; she is gracious and vulnerable, allowing Livvy to shine.
Themes, Symbols, or Motifs
- The Art of Hospitality: The chapter contrasts two approaches—accommodating a difficult guest (McBee) versus genuinely helping one in need (Mrs. Dahlberg). Traci calls customer care “an art form.”
- Legacy and Change: McBee’s complaint that “nothing has been the same since Hoke Eddings died” echoes the novel’s larger conflict between honoring tradition and evolving the resort. Traci’s refusal to be dismissed shows her commitment to her late husband’s standards while forging her own path.
- The “Bitch Book” as Symbol: Parrish’s notebook represents unspoken grievances and hidden information. Its absence suggests secrets that may be key to understanding her death—and the resort’s internal problems.
Why This Chapter Matters
Chapter 35 deepens Livvy’s role from waitress to guest‑relations trainee, positioning her as a central problem‑solver. It also advances the mystery of Parrish’s death by introducing the “bitch book” as a possible clue. Traci’s handling of Colonel McBee demonstrates her authority and reveals the emotional toll of running the Saint alone. Finally, Livvy’s failure to inspect the mattress creates tension and sets up future revelations about the resort’s maintenance issues.
Study Questions and Answers
1. How does Traci Eddings handle Colonel McBee’s complaints, and what does this reveal about her leadership style?
Traci listens patiently, promises to address reasonable requests (mattress replacement, engineering, towels), but firmly draws a line when McBee insults her and the hotel. She offers him a full refund and early departure if he remains unhappy, insisting on respect for her staff. This shows she is diplomatic yet unafraid to enforce standards, and that she values her employees’ dignity over appeasing a difficult guest.
2. What is the “bitch book,” and why might it be important to the plot?
The “bitch book” is a blue composition notebook that Parrish used to record guest complaints and issues she was supposed to handle. Colonel McBee mentions it, and later Traci asks Livvy if she has seen it. The notebook likely contains details about guest problems that could implicate someone in the resort—or reveal what Parrish was really working on before her death. Its absence (the police may not have found it) hints that someone may have taken it to hide evidence.
3. Why does Livvy feel she has “screwed up” at the end of the chapter, and what does this reveal about her character?
Livvy promised Traci she would inspect the old mattress, but when she arrives at the warehouse it is locked, the maintenance worker has gone, and the mattress is missing. She interprets this as a personal failure on her first day in guest relations. This reveals her intense desire to meet Traci’s expectations, her lack of confidence in her new role, and a tendency to blame herself rather than recognize systemic problems (e.g., poor communication with maintenance).