Pros of Hotel Staff Outsourcing
One of the main reasons that hoteliers turn to outsourcing is to cut costs. By hiring staff from a third-party provider, hotels can often pay lower salaries and benefits than they would be able to offer their own employees. This can result in significant savings, particularly for small and medium-sized hotels that may not have the resources to hire and train their own staff.
Flexibility
Outsourcing can also provide hotels with greater flexibility when it comes to staffing. For example, during peak season, a hotel may need to hire additional housekeeping or front desk staff to keep up with demand. However, during slower periods, they may be able to reduce their workforce and still maintain the same level of service. This can help hotels to optimize their operations and ensure that they are always fully staffed, without having to invest in permanent employees.
Expertise
Finally, outsourcing can provide hotels with access to expertise that may not be available in-house. For example, a third-party provider may have specialized knowledge or experience in areas such as revenue management or marketing, which can help hotels to improve their performance and increase their profits.
Cons of Hotel Staff Outsourcing
One of the main concerns about outsourcing is that it can lead to a decline in the quality of service provided to guests. This is particularly true when it comes to front-line staff such as housekeeping or concierge, who are responsible for ensuring that guests have a positive experience at the hotel. If these staff members are not properly trained or supervised, they may not be able to provide the level of service that guests expect.
Lack of Control
Another downside of outsourcing is that hotels may lose some control over their operations. For example, if a third-party provider is responsible for managing the hotel’s housekeeping or front desk, the hotelier may not have as much say in how these tasks are carried out. This can lead to frustration and a loss of trust between the hotelier and the provider, particularly if there are issues with the quality of service or other aspects of the provider’s performance.
Cultural Differences
Finally, outsourcing can also create cultural differences within the hotel staff, which can be difficult to manage. For example, a third-party provider may have a different approach to customer service or other aspects of hotel operations than the hotelier and their existing staff. This can lead to confusion and tension, particularly if there are language or other communication barriers between the two groups.
Case Studies and Personal Experiences
To help you better understand the pros and cons of hotel staff outsourcing, let’s look at some real-life examples.
The Ritz-Carlton, London
The Ritz-Carlton, London is a five-star hotel located in the heart of the city. In recent years, the hotel has undergone a major renovation, during which time it turned to outsourcing to help with its operations. Specifically, the hotel hired a third-party provider to manage its housekeeping and front desk staff, as well as its revenue management and marketing efforts.