Staffing levels no longer allow service levels of old. Management of course knows the staffing levels are low or mediocre, but expects that miraculously the service levels can stay the same. This is an impossibility. Unfortunately, employees are then reprimanded for service failures, but they are most times the result of an insufficient supply of staff. MIT programs are great but they many times produce young middle managers that either lack the people management skills or on the job experience to be effective. Perhaps the strategy is to overwork them for less pay then more senior managers? Some people are not Four Seasons quality employees. Some of them do not possess the personal warmth and care to accept others and create bonds between employees. The Four Seasons Golden Rule is to do unto others as you would have them do unto you. Some employees don't have the personal ability to keep this in the forefront of their mind and demonstrate it day in and day out. From some you get arrogance, lack of eye contact, lack of conversation or interest in you. Behavior like this does not belong within the Four Seasons company. Training in many cases is a sink or swim situation without proper support or time invested in the training of technique and systems.
