Such fine weather. Looks like its gonna rain again. No, I'm not being sarcastic. I really love rainy days. It's cooling. Perfect for a good afternoon nap, or to generate inspiration for song-writing.
Anyway, it's back again with more updates on craps from work.
What's the rationale for a customer to tip a service staff? It is a compliment and reward for their good service. It is as far as it is like sales commission which should go directly to the sales personnel who sealed the deal. But strangely, things doesn't work that way over at my end. I'm not exactly sure if that's how it goes in other parts of FnB outlets in Singapore too. At least over at my side, part-timers are not entitled to tips even if given to them by the customers. To make the matter worse, the upper management passed down the instruction that only full-timers are entitled to it. Furthermore, it seems like the management had an idea that they only wanted the full-timers to act in supervisory position, rather than actually assisting in the real groundwork.
Consequences? Firstly, it drives a wedge between the regulars and part-timers. Part-timers ain't happy that the upper management expects so much from the part-timers, doing the manual job, serving the guests personally, only to be rewarded with criticism, distrust, and unfairness due to the tips issue. It increases likelihood of delinquency in part-timers, which in turn might result in substandard service and non-cooperation with the full-timers. The backlash of this can result in customers' complaints and increasing distrust by the full-timers on the part-timers. I've worked at yet another part of Sentosa where the manager and supervisor personally get their hands dirty to help the servicing staffs. Those are whom I actually held respect for. The manager of the casino himself actually passed down some magic words... Humble, Trust, Respect. In the latter case, I really saw a humble attitude in the management. If things are important or difficult, at least help out, rather that lashing out harsh words and crossing arms, watching things happening at one end of the floor, especially when there's shortage of manpower. They really earned my respect. There's hardly much trust in the case of the former...
"Cover backside". To cover yourself from responsibility. Well... If you had to work independently, I guess it's important to limit your responsibility. But if the work involved requires teamwork, the members needs to be team players, and the management requires more delicate hands to manage the members... and definitely not one with priority to lookout for someone to be blamed. A corrective action is necessary, but not necessarily one that is always disciplinary in nature. Sometimes, procedures can be changed to allow staffs to function more effectively. At other times, some things are best not to micromanage, to provide for some level of sensibility and flexibility as the situation requires.
On a sidenote, I've noticed an interesting example while at work. They seemed to have manager (or management executive) who would ask guests for feedback after they finished gaming. In western culture where gambling tends to be more of a hobby to kill a little time after dinner, winning and losing seemed to have much lesser impact on their mood... or at least most of the average people. But for the Asian counterparts... Gambling is pervasive. Many are likely to spend hours, if not days in a casino, gambling their life away. And most of the time, guests aren't happy to have lost alot. The manager... approached a lady who left a gambling table, looking displeased. When the manager asked for feedback, she replied that she's not happy she lost alot. The manager in turned tried to console her and said he's sorry for her lost... I'm exactly sure how sorry he is, but I'm pretty sure he asked the guest at the worst timing possible... if not being insensitive. He's trying to do his job, but he wouldn't be able to get his job done properly for his responsibility. δΊεεε。
Conclusion: Life is never fair.
After all, it seemed like there are plenty of people out there who just got nowhere to throw their money, easily gambling away over 1 year of our salary in a single stake. Doesn't that make sense how the GDP still increases per year and yet there's so much people who just don't earn enough?
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