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Résumé
This is part of a case series. The Royal Savoy Hotel in Lausanne had reopened after a difficult 18-month period due to the COVID-19 pandemic. For Alain Kropf, the General Manager, the long closure of the Royal Savoy and the negative experience of the pandemic in the hospitality, meant that many staff had already found new positions or had left the industry altogether. As well as staffing challenges in the lower ranks of the Royal Savoy team, perhaps more critically, over a period of six months, his Heads of Departments, most of whom had been with the hotel since its opening in 2015, had one-by-one handed in their resignation to take up new opportunities. Rather than see this as a problem, Kropf embraced it as an opportunity to build a new, dynamic senior team who would embody a culture based on the concept of Psychological Safety. The case follows his actions through recruiting to the start of building strong relationships in the Heads of Department team.