I was asked by a shift supervisor once..."Do you know how thick our SOP's would be if we added to them every time a grey area situation occurred?" I personally don't care how thick the SOP's are... If you are going to offer a game to play your staff should know the rules and have some consistency with their rulings. There are some excellent dealers and some good floor people but there are some huge problems... In my opinion the biggest problems are...
1. Not having room specific staff
2. Not having automatic shufflers
3. Dealers share tips
To go a little deeper in explanation the dealers and floor people at the Eagle are supposed to know and required to work in multiple gaming areas so the strong poker dealers and floor people don't spend much time in poker and there doesn't seem to be anyone motivating weaker staff to improve... The lack of shufflers is a joke... Management explained to me that leasing shufflers for 18 tables is cost prohibitive... My simple answer is since you've run the room into the ground and very seldom have more than 2 games during the week and 6 on the weekends... LEASE SHUFFLERS FOR 6 TABLES! Hand shuffle tourneys. Problem solved! Since all the dealers share tips a good percentage of the staff is quite lazy relying on the strong dealers to make money for them... There are way to many dealers that struggle to get 10 hands dealt in a half hour so the game moves at a snails pace...
Tribal council. It's 2015! If you let your staff treat your customers like idiots they have other options now and that's why your numbers are in the toilet! You have to compete for business now if you want it to get better. Motor City and Firekeepers aren't stealing your customers, you are shoving them out the door and making the choice for them.