I believe top level management intends to provide employees with a positive work culture and benefits, but the departmental mid-level managers fall short in executing this objective. While they may be experienced in their specific area (banquets, sales, restaurant, front desk, food and beverage, etc.), many have poor experience in managing people especially when it comes to communicating with, and motivating employees.
Another downfall is that it seems difficult to be acknowledged or promoted.
It's also disappointing that there is an inconsistency between company standards and how the mid level managers expect staff to treat guests anf in providing quality customer service. Top management touts that customer service is a priority. However, employees are not encouraged and worse, are sometimes even frowned upon if they go above and beyond for a guest unless the guest has been upsold.
It comes down to that the mid level or department managers can be short sided in how they manage their employees, and also when it comes to customer service. They don't consistently demonstrate or encourage the "go above and beyond" expectation that upper management has set out to provide.
