In the hospitality industry, operations must be smooth at all times. To accomplish this, staff in each department should understand what their colleagues elsewhere are doing and why. This makes for closer co-operation, enhanced team spirit and better customer service. And, for these reasons, Eaton Hotel has been organising a special cross-training programme for employees for the past two years.
Hotel manager Melanie Smith explained that the main purpose of the programme was to provide a clear understanding of the main tasks and responsibilities handled by different sections, and to give team members a chance to put that learning into practice.
'Apart from that, the training also allows us to see the potential of staff,' Ms Smith said. 'And, of course, [individuals] have an opportunity to explore their own talent.'
One example of how the initiative helped improve operational efficiency is when the catering department is particularly busy serving breakfast. Relevant supervisors can call in employees from other teams to lend a hand.
Another benefit is that the programme allows employees to get to know each other a lot better, removing barriers between departments.
Separate cross-training courses can last from one to three months. They cover everything from concierge and banqueting services to housekeeping and language proficiency. The number of staff taking at least one course jumped from 73 in 2007 to 141 last year and the total is expected to increase again this year, with new elements added as and when necessary.