When management fail

Two posts in one day is the sign of a few things, access to a smart phone, access to free wireless and above all free time.

I am sat in a bar area, behind me I can the hollow sound made by pin balls when hit, in front of me kids struggle to get cues high enough to reach the pool tables and in mid distance I can hear club music mixed with the zap of a Zombie shoot them up game. The hen parties of the weekend have gone and now we are left with Brits and their kids going through a nightly ritual of wanting to enjoy themselves.

Anyway to the point of this post. Center Parcs, the current holiday home of the family Jackson no doubt spend a reasonable chunk of cash on customer service training for their frontline staff, so why do they then proceed to throw it all away with sloppy mangement and a penny pinching approach that puts overworked staff under pressure and set them up to fail?

On Saturday I attended a show, there were several things wrong with it, a venue with concrete floor that looked a school gym, a poor sound syste and very average food. But the real corker was staff walking through the audience carrying armfuls of newly scrapped plates during the show, instead of investing a few more secondsto go around the outside. When both the restaurant manager and the site duty manager considered this not only company but also industry standard, well....it stopped me in my tracks, I didn't realise I had been expecting so much from my supplier partners.....then again perhaps not and management here are failing their staff and customers.

As a footnote I have emailed the GM, when I get an answer I will let you know, although it has been two working days and no reply.......