Run from Head Office
I would strongly encourage anyone considering working for or supporting this company to think carefully.
I previously worked in the head office and was a top performer—consistently one of the highest earners every month for nearly two years. Despite that, I did not feel genuinely valued by senior management at any point, which, in my experience, reflects how staff are treated more broadly.
What makes this particularly disappointing is that it wasn’t always like this. The culture used to feel supportive, positive, and collaborative. However, from around November, when new management came in, the working environment noticeably changed and, in my experience, deteriorated significantly.
Over a short period of time, there was a high level of staff turnover (including over 13 people leaving within a couple of months). From what I experienced, this was not simply due to “system changes,” as has reportedly been communicated, but linked more closely to changes in management approach, communication, and overall working conditions.
A formal grievance was raised collectively by a large group of employees outlining serious concerns, including:
A much more restrictive and uncomfortable culture, where normal day-to-day interactions between colleagues felt discouraged
A management style that many found intimidating or dismissive, particularly in group meetings
Concerns around how pay changes (including commission) were communicated and implemented
Ongoing understaffing following resignations and absences, leading to increased pressure on remaining staff
High workloads and expectations that many felt were unsustainable
Perceptions of inconsistent treatment and lack of transparency around opportunities
A clear decline in morale, wellbeing, and trust in leadership
When these concerns were raised, the response from HR, in my experience, felt dismissive. Employees were told that they “do not run the company,” which reinforced the feeling that concerns were not being taken seriously. There were also comments made in meetings about those who had left being “lazy,” which came across as unfair and out of touch given the circumstances surrounding the turnover.
Despite these issues being formally raised, I did not personally see meaningful changes being implemented.
From my perspective, the company has become increasingly stats-driven, where performance metrics appear to be prioritised over employee wellbeing. This can make the environment feel unsupportive, with individuals feeling more like numbers than valued members of a team.
There are genuinely good people within the business, but many, in my experience, were being let down by leadership and the direction the company was taking.
From a customer point of view, it may also be worth being aware that staffing challenges appeared to impact service. For example, delays in responding to calls (as everyone has quit) or limited dining availability (such as later time slots being allocated close to arrival dates due to bad decisions made by managers not to prioritise web bookings) often seemed linked to resourcing pressures rather than customer choice.
If you are looking for a place where you feel supported, valued, and listened to, I would personally suggest considering this carefully before making a decision.
