Here, Im in the wet, permissive, let-the-barbarians-in camp. If the bod is doing their job correctly and efficiently so what, if their language use falls short of upper-crust /anti-corporate-speak perfection?
There comes to my mind, the funny from Victorian days, about the railway employee expounding to potential travellers-with-their-pet: Cats is dogs, and birds is dogs, but this here tortoise is a Hinseck, and you dont need a ticket for him. The chap knew his companys rules about companion animals, and courteously even if not perfect-grammatically -- explained them: kudos to him.