Yes, fully agreed, clear procedures should be place. However, I can only guess that it is also a small business that Enjoylife is running and the benefits of being in charge of your own small business is a degree of autocracy (negative connotations, granted, but not always) that allows the human element to shine through the rule book, as opposed to hiding it under a pile of paperwork. Given the context, it may the case that the human element might deserve some thought.
we tried that approach, more than once was this particular employee given the benefit of the doubt, they just took the 'you know what' & thought we were idiots. we have rules we stick to, everyone is aware of them, everyone is treated the same, there are consequences if the rules are not adhered to = we all know where we are.
An employer doesn’t usually have to give a work reference - but if they do, it must be fair and accurate