A short segment from a YouTube video by Mark Simpson about managing properties and making operational knowledge accessible to team members. The speaker highlights the challenge of transferring tacit knowledge (e.g., how to handle a blown fuse or guest power complaints) to new or existing staff by documenting procedures so anyone on the team can manage issues across multiple properties.
When you then bring people in the team and you want someone to be able to manage that kind of stuff, you can't expect them to know that, especially if they come in later on and they've got X amount of properties that they have to suddenly know. Because when a fuse trips and a guest comes up to the power staff, you know, you have to be able to deal with that. So the way that we kind of got around it, this was a challenge, basically getting stuff out of my head and putting it down so that it could be accessed by everyone.
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