Trust in Leadership
The small leadership habits that make a big difference.
When you think about great leadership - the kind that earns real trust and respect - what comes to mind?
It might have been a Head Chef who genuinely listened to what you had to say. Maybe it was a Manager who supported you throughout a difficult situation. A leader who treated the kitchen porter with the same respect as the sommelier, making it safe to ask questions, even during a 100-cover night.
The leaders we trust are often the ones who are consistent, who have a strong moral compass, and who create a clear and fair environment — even under immense pressure.
They stay cool-headed even in the most difficult services. They don’t gossip or belittle. They give credit for wins, take responsibility for losses, and always — always — lead by example.
On the flip side, we know exactly what erodes trust in leadership:
Managers who gossip or speak ill of others behind closed doors.
Leaders who micromanage without a path for development.
Being belittled, especially publicly, in front of the team or guests.
Managers who take credit for someone else’s work.
As leaders, one of our most critical responsibilities is to build trust through our leadership actions.
The thing about trust is that it’s not built in a day.
It’s ongoing. It’s continuous. It’s built slowly, through consistent and reliable leadership behaviours over time.
And it’s not one-size-fits-all. Leadership demands that we tune in - noticing what matters to each individual in our team and showing up with care, competence, sincerity, and reliability.
The Trust Equation
Charles Feltman breaks trustworthiness down into four key ingredients:
Sincerity: Saying what you mean. Having difficult conversations, not avoiding them.
Reliability: Following through consistently -not just when it’s easy, but especially when it’s hard.
Competence: Demonstrating skill and good judgement, whether that’s on the floor or behind the scenes.
Care: Genuinely having your team’s best interests at heart, not just the business’s.
Strong leadership brings all four elements into play - every day.
Where We Are Today
Cynicism feels like the default setting these days - especially between employees and employers. We expect to be let down. We expect to be dicked around.
And it’s easy to fall into that defensive stance.
But the hard truth is: as leaders, rebuilding trust is our job.
It’s our responsibility - even when we carry scars from our own experiences.
When battle-worn, sceptical team members join your venue, it’s leadership that can:
Repair the wounds.
Bring renewed energy.
Show them, through daily action, that things can be different.
Everyday Leadership Actions That Build Trust
Here’s where leadership really counts - in the small, everyday moments:
Be consistent. Say what you mean, and mean what you say. No different rules depending on who’s in the room.
Publicly praise. Celebrate wins loudly and genuinely. Offer feedback quietly and respectfully, one-on-one.
Model vulnerability. If you don’t know the answer, say so - then find it. Normalise learning and curiosity.
Own your mistakes. When you screw up (and you will), own it openly. Make it safe for others to do the same.
Assume positive intent. Don’t immediately leap to negative assumptions when mistakes happen. Ask questions first.
Good leadership doesn’t mean perfection.
Your team doesn’t expect you to have all the answers or to never make a mistake.
What they need is to see you take responsibility, course-correct when necessary, and stay true to your values under pressure.
It’s how you handle the imperfect moments that defines the strength of your leadership.
And remember:
Even when you bring your best leadership to work, not everyone will meet you there.
That doesn’t mean you lower your expectations — it means you address issues with fairness, directness, and respect.
Your consistency, your fairness, your honesty — especially when it’s hard - are what will define your leadership legacy.
You can’t control everything, but you can always choose to lead with trust at the centre.
Trust is earned, not given. It’s the slow, steady work of leadership. And it’s worth it.
