Hi K. Oa, K. Prang, Rasmus,
Just an idea, but need your advise do you think it is possible to ask K. Addy to consider a new position in Guest Service? Does he really want to leave and he's probably not likely to change his mind? Would he be motivated by new opportunity?
I do think that he has a character and personality not easy to find but perhaps he could work better independently and directly and hands on with guests?