Primary File Info
Developing Trust in the Housekeeping Staff at the Hilton St. Louis Airport
Eric Nelson, Matthew VanSchenkhof, Emily Westermier, Kendall Meyer
January 1, 2017
Strategy & General Management
trust, accountability, housekeeping, hotels, hospitality, critical incident
Journal of Critical Incidents
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.