Liаm, the generаl mаnager оf a Whistler resоrt hоtel, has built what he considers an unshakeable service culture. Every new hire completes a week-long immersion program, and the company handbook describes 42 specific service behaviours. Employee engagement survey scores are consistently above 90%. Yet mystery shopper reports reveal that staff interactions feel scripted and mechanical. When Liam reviews comment cards, guests frequently describe service as technically correct but lacking warmth. What is the most likely explanation for the gap between the resort's high engagement scores and its underwhelming guest experience?