Members of the executive team at The Fairmont Hamilton Princess hung up their jackets yesterday to cook, serve and press laundry in order to understand first-hand the challenges faced by front-line staff at the hotel.

Yesterday's job swap is part of a comprehensive programme the hotel is undertaking to cross-train employees.

Jon Crellin, the hotel's general manager worked as a chef while Allan Trew set aside his job as hotel manager to vacuum and clean guestrooms as a houseman.

Matthew Harding, the hotel's controller, took on more strenuous work in the Maintenance Department. Meanwhile, Roydell Neverson set aside her duties as director of rooms to wash dishes and clean restaurants as a steward. Rehanna Palumbo, normally the hotel's director of sales and marketing, took on hosting duties at Harley's Restaurant & Harbour Terrace. Instead of running the hotel's food and beverage programme, Norman Gardener pressed linens in the Laundry Department.

"The job swap programme grew out of comments we were reading in our Colleague Engagement Surveys," said Kellianne Smith, director of human resources at the hotel.

"The benefit to cross-training is that when people have a chance to learn about their colleagues' roles, they understand the challenges that person is faced with and how their own actions might affect that person's work. Walking in each other's shoes has the potential to make us a stronger team, and that will benefit the customer tremendously."

The job swap programme will take place on a monthly basis for the remainder of the year. The first job swap took place on March 18. The swaps are due to take place across all levels of employment and even within departments among team members.

"Everyone had a great deal of fun during the first job swap and there is a lot of enthusiasm for the job swap we're doing today," says Mrs. Smith.

"Just as valuable is the fact that much was learned last month and we are putting specific improvements in place based on the feedback we received. Training is an important part of what we do and when we can walk in each other's shoes, everyone feels more appreciated. That's just what we were hoping for."