"You must be the new concierges," he said. "Welcome to the Hotel Denouement. I'm one of the managers."

"Frank," Violet asked, "or Ernest?"

"Exactly," the man said, and winked at them. "I'm so happy the three of you are here, even if one of you is unusually short, because we're unusually short-handed. I'm so busy you'll have to figure out the system for yourself."

"System?" Klaus asked.

"This place is as complicated as it is enormous," said Frank, or perhaps Ernest, "and vice versa. I'd hate to think what would happen if you didn't understand it."

The Baudelaires looked carefully at their new manager, but his face was utterly unfathomable, a word which here means "blank, so the Baudelaires could not tell if he was giving them a friendly warning or a sinister threat." "We'll try our best," Violet said quietly.

"Good," said the manager, leading the children across the enormous lobby. "You'll be at our guests' beck and call," he continued, using a phrase which meant that the guests would boss the Baudelaires around. "If anyone and everyone staying here asks for assistance, you'll immediately volunteer to help them."

"Excuse me, sir," interrupted one of the bellboys. He was holding a suitcase in each hand and wearing a confused expression on his face. "This luggage arrived in a taxi, but the driver said the guest wouldn't arrive until Thursday. What should I do?"

"Thursday?" said Frank or Ernest with a frown. "Excuse me, concierges. I don't suppose I have to tell you how important this is. I'll be right back."

The manager followed the bellboy into the crowd, leaving the Baudelaires standing alone next to a large, wooden bench marked with the number 128. Klaus ran his hand along the bench, which was etched with rings, from people setting down glasses without using coasters. "Do you think we were talking to Frank," Klaus said, "or Ernest?"

"I don't know," Violet said. "He used the word 'volunteer.' Maybe that was some sort of a code."

"Thursinterest," Sunny said, which meant "He knew that Thursday was important."

"That's true," Klaus said, "but is it important to him because he's a volunteer or a villain?"

Before either Baudelaire sister could hazard a guess, a phrase which here means "attempt to answer Klaus's question," the tall, skinny manager reappeared at their sides. "You must be the new concierges," he said, and the children realized that this was the other brother. "Welcome to the Hotel Denouement."

"You must be Ernest," Violet tried.

"Or Frank," Sunny said.

"Yes," the manager said, although it was not at all clear with whom he was agreeing. "I'm very grateful you three are here. The hotel is quite busy at the moment, and we're expecting more guests to arrive on Thursday. Now, you'll be stationed at the concierge desk, number 175, right over here. Follow me."

The children followed him to the far wall of the lobby, where a large wooden desk sat under the number 175, which was painted over an enormous window. On the desk was a small lamp shaped like a frog, and out the window, the children could see the gray, flat horizon of the sea. "We've got a pond on one side of us," said Ernest, unless of course it was Frank, "and the sea on the other side. It doesn't sound very safe, and yet some people think this is a very safe place indeed." Frank, unless it was Ernest, looked around hurriedly and lowered his voice. "What do you think?"

Once again, the manager's face was unfathomable, and the children could not tell if his reference to a safe place made him a volunteer or a villain. "Hmm," Sunny said, which is often a safe answer, even though it is not really an answer at all.

"Hmm," Frank or Ernest said in response. "Now then, let me explain how this hotel is organized."

"Excuse me, sir," said a bellgirl, whose face could not be seen behind the pile of newspapers she was carrying. "The latest edition of The Daily Punctilio has arrived."

"Let me see," said either Ernest or Frank, plucking a copy from the top of the pile. "I heard that Geraldine Julienne has written an update on the Baudelaire case."

The Baudelaire orphans froze, scarcely daring to look at one another, let alone the volunteer or villain who was standing beside them reading the headline out loud, "'baudelaires rumored to return to the city,'" he said. "'According to information recently discovered by this reporter when opening a cookie, Veronica, Klyde, and Susie Baudelaire, the notorious murderers of renowned actor Count Omar, are returning to the city, perhaps to commit more vicious murders or to continue their recent hobby of arson. Citizens are advised to watch for these three bloodthirsty children, and to report them to the authorities if they are spotted. If they are not spotted, citizens are advised to do nothing.'" The manager turned to the Baudelaires, his face as unfathomable as ever. "What do you think of that, concierges?"

"That's an interesting question," Klaus replied, which is another very safe answer.

"I'm glad you find it interesting," Ernest or Frank replied, which was an equally safe answer to Klaus's safe answer. Then he turned to the bellgirl. "I'll show you the newsstand in Room 168," he said, and disappeared with the newspapers into the crowd, leaving the Baudelaires alone, standing at the desk and staring out to sea.

"I think that was Ernest," Violet said. "His comment about the hotel's safety sounded very sinister."

"But he didn't seem alarmed by the story in The Daily Punctilio," Klaus said. "If Ernest is an enemy of V.F.D., he'd be on the watch for us. So that man was probably Frank."

"Maybe he just didn't recognize us," Violet said. "After all, few people recognize Count Olaf when he's in disguise, and his disguises aren't much better than ours. Maybe we look more like concierges than Baudelaires."

"Or maybe we don't look like Baudelaires at all," Klaus said. "As Kit said, we're not children anymore."

"Nidiculous," Sunny said, which meant something like, "I think I'm still a child."

"That's true," Klaus admitted, smiling down at his sister, "but the older we get, the less likely it is that we'll be recognized."

"That should make it easier to do our errands," Violet said.

"What do you mean by that?" asked a familiar voice, and the Baudelaires saw that either Frank or Ernest had returned.

"What my associate meant," Klaus said, thinking quickly, "is that it would be easier for us to start our work as concierges if you explained how the hotel is organized."

"I just said I would do that," said Frank in an annoyed voice, or Ernest in an irritated one. "Once you understand how the Hotel Denouement works, you'll be able to perform your errands as easily as you would find a book in a library. And if you can find a book in a library, then you already know how this hotel works."

"Expound," Sunny said.

"The Hotel Denouement is organized according to the Dewey Decimal System," Frank or Ernest explained. "That's the same way books are organized in many libraries. For instance, if you wanted to find a book on German poetry, you would begin in the section of the library marked 800, which contains books on literature and rhetoric. Similarly, the eighth story of this hotel is reserved for our rhetorical guests. Within the 800 section of a library, you'd find books on German poetry labeled 831, and if you were to take the elevator up to the eighth story and walk into Room 831, you'd find a gathering of German poets. Understand?"

"I think so," said Klaus. All three Baudelaires had spent enough time in libraries to be familiar with the Dewey Decimal System, but even Klaus's vast experience in research did not mean he had committed the entire system to memory. It is not necessary, of course, tomemorize the Dewey Decimal System in order to use a library, as most libraries have catalogs, in which all of the books are listed on cards or on a computer screen to make them easier to find. "Where can we find the catalog for the Hotel Denouement's services?"