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Developing Trust in the Housekeeping Staff at the Hilton St. Louis Airport

Eric Nelson, Matthew VanSchenkhof, Emily Westermier, Kendall Meyer
January 1, 2017
North America
Strategy & General Management
3 pages
trust, accountability, housekeeping, hotels, hospitality, critical incident
Student Price: 
$4.00 (€3.69)
Average rating: 

Kendall Meyer was frustrated. He had recently started his internship in the housekeeping department for a large hotel and was experiencing credibility and performance issues from housekeeping staff that he was responsible for supervising. As a new hire and a supervisor with limited housekeeping experience, how could Kendall work toward holding his staff accountable? What could he do to build trust in his staff? This critical incident is a decision incident. It asks students to examine a relatively common problem for a new manager: how to develop trust among staff members who the manager does not know well.

Learning Outcomes: 
  1. Demonstrate how to build trust one person at a time.
  2. Begin to create a climate of trust in a work team.
  3. Differentiate how trust is built across many constituents.