Pros
Friendly culture - be prepared to smile and say hello to anyone and everyone Supportive management mostly Incentive “good on you” cards and recognition for good customer reviews Value tenure, plenty on employees there for 20+ years Enthusiastic environment when working with those who enjoy it. Great Peopleology/Heartist courses, teaches you what customers truly care about and want from customer experience. To paraphrase the COO: “I want you to know you can do whatever you need to do in tough situations at work. You will never be criticised for going above and beyond in favour of the customer.”
Cons
A few stress-head managers, but the good ones make it worth it. They are not too keen on people changing departments, but it does happen sometimes. Incentives could be better, I occasionally felt like I cared more about my work than others and was worried about losing my motivation because of it. Hospitality - be ready to work every weekend and public holiday, they understandably expect very flexible availabilities.