Non-verbal communication is more powerful than its verbal or written counterparts like the plaque on the wall.  We learn to detect façade, instinctively searching to know if what we are told is genuine or people are just going through the motions.

Cultural Integrity is authenticity.  It’s being who we say we are.   Culture is built in the touchpoints between us and when they reflect our stated values bring an authenticity that is tangible. 

Practically speaking, building cultural integrity starts with each staff member. 

Actively engaged hotel staff clearly see the value of what they do everyday (98th percentile clarity).  Their work feels authentic and meaningful. There is joy in the doing.

In contrast, the actively disengaged struggle to see how what they do matters (1st percentile), a clear indication that the role doesn’t really “fit” who they are and brings no intrinsic satisfaction.  Think of it as a 911 call for re-casting.   

Recognize team members who exemplify the mission and values of your culture, day to day.  They are tangible evidence of cultural integrity. And rescue those who are miscast, so can feel a genuine sense of satisfaction from their work.