Old Jan 30, 07, 1:38 am
  #1  
mikeinseattle
 
Join Date: Jun 2001
Location: Seattle, WA, USA
Posts: 326
What benefit do front line staff get from not providing you benefits?

With the exception of a directive from upper management, why are front line staff sometimes difficult in providing you your earned benefits? In other words, why are there huge threads on frequent guests not getting the benefits as promised?

It almost seems like a collusion effort with platinum benefits, lack of upgrades etc being systematic? Not only for SPG but for all hotel chains? My specific question is:

What motivates front line staff to provide sub-standard service specifically by denying you of your benefits?

Mike
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