Is your staff well cross-trained?
Cross-training is absolutely essential in a hotel operation. You should always equip your staff with the necessary skills to perform tasks outside of their day-to-day job functions. This way, they will be able to lend a hand to other positions or departments in your hotel when the need arises (and the need will arise).
Hotels that cross-train their employees rarely have to worry that a particular job won’t get done or guest satisfaction will suffer because an employee is out sick, a department is overwhelmed or otherwise.
Do you have the key players you need at your hotel to make a well cross-trained, winning team? Download our Depth Chart to see where your employees stand and where there's room for improvement.
About the Author, Mike Martin
With over 16 years of experience working in the hotel industry, Mike is a seasoned executive with a talent for identifying opportunities and delivering solutions. He spent many years at InterContinental Hotels Group (IHG) in a variety of senior executive leadership roles including operations, marketing, and technology.
As Senior Vice President of Reservations & Guest Relations, he was recognized by the IAHI (IHG Owner Association) with its Distinguished Service Award for his service to the IHG franchise community.
At Hotel Effectiveness, he focuses on working with new and existing clients.
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