A NJ restaurant chain has learned the hard way the importance of overseeing their managers and staying in touch with what is going on at the local level. According to news reports, Triple T Hospitality Group was besieged with thousands of 1-star reviews at one of its NJ restaurants after an employee posted a copy of a rogue manager's requirement that the restaurant wait staff get five 5-star reviews from customers each month as a condition of employment. The restaurant chain's owners assert that this was never a corporate policy and fired the managers who instituted it but now they are faced with the daunting task of reversing the bad press from the incident as the post on Reddit went viral. NJ restaurant chain owner says 5-star review policy for servers untrue (mycentraljersey.com)
This incident highlights a scenario that can easily happen when upper management is not monitoring whether managers are actually following company policies. This can happen with discrimination policies, policies regarding requests for remote work and so on.