Last week I shared a one-sentence template for briefing your team on policy changes - decisions you’ve made about rates, fees, checkout times, and minimum stays.
This week is the other half: what to do when reality shifts and it’s not your decision at all.
You’ve seen this moment: a staff member apologizing for the weather. Absorbing frustration for something a booking platform promised that you never offered. By the fifth apology of the day, something goes flat behind their eyes.
Your team has become the human shock absorber for things outside their control. That’s how you get quiet resentment. And then turnover.
When expectations aren’t clear, staff pay for it first.