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

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

Eric Nelson, Matthew VanSchenkhof, Emily Westermier, Kendall Meyer Journal of Critical Incidents
January 01, 2017
SKU: BUS-638

Region of the world: North America
Topic: Strategy & General Management, Ethics & Social Justice
Keywords: trust, accountability, housekeeping, hotels
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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.

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