Just wanted to clarify a couple of points (in no particular logical order)...
1. My point about backing up your supervisors always: in my experience, no-one is 100% correct 100% of the time. Poor decisions ARE made by cardroom supervisors. Managers should never blindly back up a supervisor without considering all of the facts first.
2. I agree absolutely with the "praise in public..." principle, and would not be happy with any manager who gives a member of staff a b*llocking in front of customers.
3. The original post does come across to me as posted by a member of staff rather than a customer. I could be wrong. I don't think I am.
4. Staff who refuse to do a job that they are trained to do should be disciplined... it's that simple. It is "failure to carry out a reasonable request", and is a dismissable offence.
This to me is an example of where the managers should be backing up the supervisors absolutely. Staff may not like the cardroom, but it's what they're paid to do. Let one get away with it, you let them all get away with it.
5. Just to put things in perspective: this was one incident at an otherwise highly successful event. I hear nothing but praise for the supervisors in Blackpool, and I think they should spend more time being proud of their achievements than dwelling on the other stuff. Two phrases: "Don't sweat the small stuff", and "Sh*t happens!".
6. Yup, it's very different up north. If I'm honest, most managers down 'ere don't get that much time to drink coffee/tea/hot-choc and smirk tabs during poker festivals!
7. Did you know that a male woodlouse has two penises?
8. Can't think of anything else right now...