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Primary File
Abstract

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

Eric Nelson, Matthew VanSchenkhof, Emily Westermier, Kendall Meyer
January 1, 2017
SKU:
BUS-004854
Region: 
North America
Topic: 
Strategy & General Management
Length: 
3 pages
Keywords: 
trust, accountability, housekeeping, hotels, hospitality, critical incident
Student Price: 
$4.00 (€3.56)
Average rating: 
0
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.