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- Title
Developing Trust in the Housekeeping Staff at the Hilton St. Louis Airport.
- Authors
Nelson, Eric; VanSchenkhof, Matthew; Westermier, Emily; Meyer, Kendall
- Abstract
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.
- Subjects
HOUSEKEEPERS; HOTEL housekeeping; TRUTHFULNESS &; falsehood; CRITICAL incident technique; DECISION making
- Publication
Journal of Critical Incidents, 2017, Vol 10, p80
- ISSN
1943-1872
- Publication type
Article