Are Your Hotel Employees Hiding the Truth?
Why do people lie to the boss?
There are several reasons why employees are not completely honest with their managers. In hospitality, some of the most common include:1. Suggestions create more work
When a leader proposes an idea or asks for solutions, the response is often an awkward silence. Why? Because accepting a change means more work. In an industry where every minute counts, no one wants to be the person responsible for a new implementation.
2. Giving feedback can feel like criticism
The fear that a comment will be interpreted as a complaint or dissatisfaction holds back open communication. In hospitality culture, where service is synonymous with courtesy, employees often avoid sharing opinions that may seem confrontational.
3. Maintaining harmony with colleagues
A hotel team is like a family. When someone points out a problem, it may involve a colleague, which can create internal tension. In many cases, people prefer to remain silent rather than put working relationships at risk.
4. The unwritten rule: “Protect the boss’s ego”
Hotel leaders, constantly under pressure to deliver results, may not realise that their team avoids telling them the truth in order to prevent conflict. This creates a vicious circle in which the leader receives only good news, even when problems are about to erupt.
5. Disagreement is perceived as disloyalty
Having a different opinion is often seen as a lack of commitment to the hotel’s vision. In organisations with a strong hierarchy, disagreeing with management may be considered an act of rebellion rather than an opportunity for improvement.
6. Conformity is the fast track to promotion
The most ambitious team members may choose the strategy of “going with the flow”. Rather than challenging ideas or highlighting problems, they prefer to agree and align themselves with the boss’s vision, ensuring they remain on the list for upcoming promotions.
7. The boss controls promotions and pay rises
In the hotel industry, where recognition and promotion are crucial, few employees will want to risk their professional future by saying something uncomfortable. It is easier to smile and nod than to face the potential consequences of telling the truth.
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1. Share your opinion last
If you are the first to speak, most of your team will simply follow your line of thinking. Wait to hear from others before sharing your point of view.
Example: In a strategy meeting to improve guest satisfaction, instead of saying, “I think breakfast is the problem,” start by asking, “What do you think are the biggest pain points for our guests?”
2. Ask questions that invite honest answers
Poorly framed questions lead to predictable answers. Avoid questions that only allow for an affirmative response.
Do not ask: “Do you agree with this strategy?” “Don’t you think this will work better?” Open, exploratory questions: “What alternatives could we explore?” “What problems might we face with this decision?” “What have guests noticed about this service?” “If you could change one thing about our hotel, what would it be?”
3. Demonstrate through your actions that you value the truth
If you ask for honesty and then punish those who provide it, no one will speak honestly again. It is essential to recognise and appreciate transparency.
Example: If a front office supervisor tells you there is a problem with check-in times, rather than becoming defensive, you could say, “Thank you for sharing this. Let’s look together at how we can improve it.”
4. Learn to read between the lines
Not everyone will feel comfortable telling you things directly. Watch body language, pay attention to silences, and consider what is not being said.
Example: If you ask in a meeting, “How is team morale?” and receive only brief or evasive responses, there may be hidden issues.
5. Encourage anonymity in some cases
If the work environment is highly hierarchical, employees may feel uneasy about giving honest feedback. Introduce anonymous surveys or suggestion boxes to gather information without people feeling they are putting their jobs at risk.
6. Listen and act
There is nothing more frustrating than speaking up and seeing nothing change. If employees feel their comments fall on deaf ears, they will stop sharing their views.
Example: If the housekeeping team mentions issues with the time allocated to clean rooms, rather than simply saying, “I’ll look into it,” show that you take it seriously through concrete actions, such as reorganising shifts or exploring technology solutions.
If you are a hospitality leader, remember that your perception of the hotel may not reflect reality. The more power you have, the more careful you must be in creating an environment where the truth can flourish without fear.- Ask more and speak less.
- Create safe spaces for communication.
- Show gratitude for honesty.
- Take action based on feedback.
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