it plays a big part in hotel profitability.

Around the world, training of staff has reached new heights with a major emphasis on job flexibility. Bermuda has been slow to react to this latest trend.

Belmont general manager Gordon Slatford stressed: "I see nothing wrong with the Bermudian work force particularly, but there are problems with flexibility and job sharing.

"That is something we definitely need to address.'' Cross-training, in which hotel employees are able to do a variety of different tasks, has proved successful around the globe.

However it is easier to implement in some environments than others.

Resistance to the scheme was normally based on the fear that its implementation would result in less staff.

But, noted Mr. Slatford, staffing levels were based on volume of business.

And the ability to do a variety of jobs increases a staff member's presence to the guests.

This enables him or her to build a rapport with the visitor which often led to greater rewards -- for instance, larger gratuities.

"There is also the quality side of things,'' he continued.

"We need to adapt the Walt Disney concept which is when you walk in, you are on stage.

"Everyone has to be aware of their responsibility to address their appearance and performance.

"Training comes into it but that also needs to be consistent and ongoing.'' And Harmony Club president William Griffith noted that equal responsibility for reducing labour costs and increasing profitability lay with the staff.

"The way to succeed is by developing understanding in employees and the industry that you can not run top heavy establishments or staff heavy establishments.

"Hotels and unions have to be leaner and meaner and employees have to be multi-skilled.

"Even employees recognise that it is better to protect business than fight to employ too many people.'' "The strength of our hotel is our people. Our guest satisfaction ratio is extremely high as a result of the good service and enjoyment our staff provide.'' Elbow Beach manager William Shoaf agreed.

When he talks about product investment at a hotel -- the Elbow Beach is currently in the multi-million dollar throes of refurbishment -- he includes the staff, he said.

"We have spent a great deal of time with the staff. They have been sent abroad for training and have trained in-house because at the end of the day it is the staff.''