Seasonal work, high stress environment.
At the time of my employment, the resort was going through renovations - so, the quality of the product rarely matched the expectations of the visitor. This meant, unfortunately, that the sales department felt the burden of this transitional period more-so than the management.
When management did encounter this reality, it reacted pugnaciously and with the heavy hand.
There was a fundamental disconnect between the management and the front-line employees, which is natural during such a renovation process, when the management is caught up in building the future product, and understandably looking over the small things that make the guest's experience special.