The Role of Trust in Employee Performance

Hotel management is a complex and demanding field that requires the coordination of many different departments and individuals. One of the most important factors in ensuring the success of a hotel operation is creating an environment of cooperation and mutual support.

There are several reasons why this is the case:

1. Guest satisfaction: A hotel’s success depends largely on its ability to provide a high-quality experience for its guests. When employees work together cooperatively and support one another, they are better able to provide excellent customer service, which leads to increased guest satisfaction and loyalty.
2. Employee retention: When employees feel supported and valued, they are more likely to stay with the company long-term. This reduces turnover, which can be costly for a hotel operation, both in terms of recruiting and training new employees.
3. Efficiency: A cooperative work environment allows employees to share ideas, knowledge, and best practices, which can lead to increased efficiency and productivity. By working together, employees can identify and solve problems more quickly, reducing downtime and increasing operational efficiency.
4. Reputation: A hotel’s reputation is critical to its success. If employees work together to create a positive work environment and provide excellent guest service, this will help to enhance the hotel’s reputation and attract more bookings.

To achieve this, it’s essential to establish clear lines of communication and to set expectations for employees such as:

• Hold regular team meetings to discuss priorities, goals, and progress towards targets. This helps ensure everyone is on the same page and has a clear understanding of what’s expected of them.
• Use a project management tool or task list to assign tasks and deadlines to each team member. This provides clear direction and accountability.
• Provide training and resources to employees to help them perform their duties effectively. This can include job-specific training, cross-training opportunities, and access to manuals or standard operating procedures.
• Establish a system for tracking and reporting on progress towards goals. This allows management to identify areas where additional support or resources may be needed, and ensures employees understand the metrics by which their performance is being measured.
• Set clear expectations for behavior and communication among team members. This can include policies around email and phone etiquette, dress code, and professional conduct.

By establishing clear expectations, employees can feel more confident in their roles and less anxious about whether they are meeting management’s expectations. Also, when everyone understands their roles and responsibilities, they are better equipped to perform their duties effectively, which leads to improved performance and reduces misunderstandings.

Another critical aspect of creating a supportive environment is recognizing and rewarding hard work and dedication. This can be accomplished through regular performance evaluations, bonuses, promotions, and other forms of recognition.

In addition to building a supportive culture, it’s also important to have confidence in the hotel systems and processes in place to support the operation. This includes technology systems, financial systems, and other tools that are critical to the hotel’s success. Regular testing and maintenance help ensure that these systems are running efficiently and can handle any challenges that may arise.

Transparency and open communication are also crucial in building confidence in the operation as a whole. By keeping employees and other stakeholders informed about the status of daily operations and any issues that may arise, management can build trust and confidence in the property level of service and hardware.

Finally, confidence in the hotel’s standards is critical to ensuring that all employees are aligned with the same goals and expectations. This means that systems and processes must be in place to support the operation, and that management is proactive in addressing any issues or challenges that arise.

By prioritizing these factors and creating a supportive environment that emphasizes communication, recognition, and confidence in the hotel’s standards, hospitality management can foster an atmosphere of cooperation and mutual support. This allows the hotel to run smoothly and effectively, and can help drive the success of the operation in the long term.