Waterman’s company is not primarily focused on hotels but according to my experience this quotation fits perfectly to hospitality industry. How else than with trust in the abilities of all your employees can you provide an outstanding performance in a hotel? Mostly the employees are alone with your guests and therefore directly responsible for the quality. Of course it is also important that your staff members know all settings and have all information to provide their job. But even more important is the trust in all of them and theirs abilities. Thus they can provide their best. From my experience employees grow out of their abilities quickly if they have the necessary backing.
Be brave and offer trust to your employees. Do not forget to ask for the performance needed. It is a pleasure to me supporting you respective settings. Just contact me if you are interested in more information!