Hotel; by Arthur Hailey.

The seemingly effortless smiling hospitality industry and all that can and does go wrong behind the facade, especially when the hotel is in New Orleans and it is post wwII, and a doctor at a convention turns out to be of the race that is not admitted by policy, and there is a problem with the kitchen, and then there is a hostile takeover, and meanwhile there is a guest, old and ill, who has been visiting several years and seems indigent, and alone ...

A great deal goes into making it all look effortless while the hotel smiles at you and makes your stay comfortable.