Cross-training for smoother business management

It’s a challenging task for any service business: How can you best attract, retain and allocate workers while meeting highly variable demand from guests? Cross-training workers to handle a range of tasks can help you manage the variability of business and make jobs feel more worthwhile to staff, though there can be a downside to it. According to a Harvard Business School study, cross-training may lead to a lack of ownership or specialization if not managed thoughtfully. It’s best when applied in ways that are aimed at improving service and job quality – and not necessarily applied across the board. The study cites examples of how several foodservice businesses have used cross-training to zero in on bottlenecks and adapt on the fly to demands. Case in point: Moe’s Original BBQ once had a clear boundary between front- and back-of-house teams that made it challenging to handle high-demand periods. But by cross-training the teams on certain tasks, like answering phones, serving food, bagging to-go orders, restocking the line and preparing basic sides, the business made it easier for the full team to manage during busy shifts. Having some overlap helps each group get to know the other better and understand what they do, making them more motivated to help each other out. It can also provide staff with a glimpse into other areas of the business that they might want to pursue – and reasons to stay with you.