Newlyweds expecting the 7.5 per cent “optional staff gratuities” paid at a Richmond Park wedding venue have expressed surprise that the money raised is not distributed evenly among the staff who helped make their day special.

Instead, gratuity received by the Pembroke Lodge is pooled and awarded to three “employees of the month”, as nominated by management, with remaining money used for “staff welfare” payments.

These include supporting members of staff during family bereavements and complementary refreshments during working hours, including a full hot meal, snacks and beverages and free accommodation, Pembroke Lodge said.

Pembroke Lodge claims it distributes approximately £1.40 amongst the staff for each £1 it receives in optional staff gratuities.

The Richmond & Twickenham Times has spoken to members of staff who insist this arrangement was not communicated to them, as well as two newly married couples who believed the tips were shared by all.

Invoices issued by the venue and seen by this newspaper includes 7.5 per cent “optional staff gratuities” – working out at just over £1,000 on a £13,800 bill. On another receipt for a different wedding the 7.5 per cent worked out to about £450.

Surrey Comet:

Pembroke Lodge, circled in red, within Richmond Park

Managers argue the novel arrangement is fairer because it benefits all the staff, including those behind the scenes, not just waiting staff.

Daniel Hearsum, who runs the wedding service, said Pembroke Lodge operates a “tronc system” in which the three members of staff “recommended by managers” are awarded part of the gratuity monthly.

Mr Hearsum said: “There are employees who work hard and they should be rewarded more. It is done on the basis of the managers’ recommendation.”

He insisted this had been communicated to staff but two members of staff, who wished to remain anonymous, insisted they had not been told of this scheme.

When asked whether this scheme had been communicated to customers Mr Hearsum refused to answer directly, saying: "Our experience is that couples have much to consider and that their interest in gratuities is restricted to the wish that they are fairly distributed to staff, and this is the case."

One staff member said: “There is a notice up (indicating employees of the month).

“But no-one told me it’s linked to the tips. I have seen the notice but there was no-one saying the tips were linked to employee of the month.

“I didn’t even know the staff gratuity tips existed.”

The other said: “I had no idea the employee of the month scheme had any link with tips, but I was aware that tips were seemingly never received by staff at either the cafeteria or the banqueting team.”

Kendra Paul, who married her husband Robbie at Pembroke Lodge in October, said: "We weren't told this. It's a shame, if true.

"A lot of work goes into preparing everything for weddings and many people assisted with our big day.

"My husband and I hope that the money paid as gratuity was distributed equally among staff."

Mr Hearsum said residual, money left over from the tips, is used for “staff welfare”, such as supporting members of staff during family bereavements.

On at least one occasion an unspent bar tab was offered to waiting staff as a tip, but it would have been credited to the tronc, Mr Hearsum said, and redistributed as normal.

Mr Hearsum said: “To be fair amongst the staff it is not only the waiting staff who receive the benefit as many other people contribute to the success of weddings including chefs, banqueting managers, those who work in the wash up and cleaners.

“The tronc is allocated monthly to the three members of staff who are recommended by the departmental managers in our employees of the month scheme, an entirely independent and transparent process.

“As a caring employer we also provide free transport home for all banqueting staff working late.”

What do you think? Is this tipping system fairer? Comment below or send your thoughts to ben.weich@london.newsquest.co.uk