For thirty-six-year-old Trevor Lambert, life revolves around work. As Director of Rooms at the luxurious and ultra-modern Universe Hotel in New York, he radiates dignified professionalism and high-end hospitality. When Trevor inadvertently escorts VIP guest Brenda Rathberger–the cantankerous executive director of the Victims of Impaired Drivers conference–past the dead body of the hotel's owner, Trevor's perfect world implodes. Police believe a hotel executive may be responsible and their suggestion that alcohol may have been involved encourages Brenda to use the controversy to grandstand her cause. She joins forces with celebrated TV anchor Honica Winters, who exposes the sordid details on national television.

With his dear coworkers under suspicion and his treasured guests turning on him, it's all Trevor can do to protect everyone, particularly his sweet and lovely duty manager, Nancy. In the resulting clash among pampered guests, harried employees, and militant protesters, Trevor struggles to find the killer and to preserve the dignity of the Universe.