To What Extent Does Cross-Training Benefit Hotel Employees?

TO WHAT EXTENT DOES CROSS-TRAINING BENEFIT HOTEL EMPLOYEES?

MODULE: EXTENDED WRITING PROJECT U70362

STUDENT NAME: TRAM BAO LE

STUDENT NUMBER: 14123841

LECTURER: ANN LEE

WORD COUNT: 3298.

Abstract:

This report examines the effectiveness of cross-training within the hotel industry. Many previous studies have indicated the benefit of implementing cross-training programmes for hotel managers. However, this study aims to investigate further the benefits of cross-training, specifically for hotel employees. Primary data from a survey of employees at the Landmark London hotel and existing published studies of hotel employees are used to inform this research. The research shows that the Landmark London hotel’s employees tend to have positive attitudes about being offered cross-training. Therefore, cross-training could be considered as an effective tool in labor management in the hotel industry.

Table of Contents

1. Introduction:        

2. Literature Review:        

2.1. Staff Turnover and Seasonality        

2.2: Staff Training:        

2.3 Cross training:        

2.4 Summary:        

3. Methodology:        

4.  Main Research:        

4.1: Findings:        

4.2: Analysis and Discussion:        

5. Summary and Conclusion:        

6. Bibliography:        

7. Appendix:        

1. Introduction:

Employee management has always played a significant role in business, especially inside the hotel industry. Employees are described by Anderson et al (2001, p.97) as “the essential ingredients in the significant improvement of the quality of tourism”. However, in recent years, the rate of employee turnover, the lack of skillful staff or seasonal employee problem has increased rapidly thus creates many challenges for the managers within the organizations. Hence, finding effective solutions is an essential need. Numerous previous research and case studies have indicated that training in general, and cross training in particular could be considered as a useful tool to reduce those current problems. The report will examine further the attitude of hotel employees toward cross-training programme, specifically in the Landmark London hotel.

While a variety of definitions of the term ‘Cross training’ have been suggested, this report will use the definition which was proposed by Reh (2013) as cross training is defined as ‘training an employee to do different part of the organization’. So far this training method has been only considered to bring enormous benefits to the organizations. However, the writer strongly believes that hoteliers who offered this training program would also gain new skills and obtain much more benefits in return. Hence, the aim of this study is to determine to what extent does cross training benefit hotel employees.