Cross Training Strategies Implementation in Food and Beverage Service Management During High Season at The Ritz Carlton Jakarta

Abstract

The surge in guest numbers during the high season often poses significant challenges for the Food and Beverage (F&B) department of a five-star hotel. This study aims to implement a cross-training strategy as a solution to improve service quality at The Ritz-Carlton Jakarta, Mega Kuningan. The research method used was a qualitative case study approach, involving in-depth interviews, observation, and documentation. The results showed that cross-training can improve employee synchronization, accelerate service times, and maintain service quality standards despite increased demand. Challenges faced include schedule adjustments, additional workloads, and the need for ongoing training. This study provides recommendations for hotel management to integrate cross-training as part of a long-term HR management strategy