Sylvia Jenkins, the director of operations, was an old-timer at the Roccoco Hotel. In fact, she had been with the hotel over ten years and had personally seen the transformation from a typical mid-priced Restwell Inn to a quaint boutique hotel. Sylvia started her career as a housekeeper and worked her way up to a rooms division manager within the Restwell Corporation. When she was offered her current position five years ago, she gladly accepted. Sylvia strongly believed in “management by walking around” and was constantly fixing problems throughout the hotel.