How can your business benefit from outsourcing your guest experience team?

Many organisations manage their reception or guest services in-house because it feels safer, more familiar or simply “the way things have always been done.” But over and over, we see the same truth — there is far more potential value within these teams than they can unlock on their own. Outsourcing isn’t about losing control; it’s about gaining expertise, consistency and a more polished, intentional workplace experience.

Here’s what outsourcing can unlock for you:

A SERVICE SHAPED BY SPECIALISTS

Outsourcing means you have dedicated experts whose entire focus is the guest experience.

We bring years of operational insight, hospitality thinking, and best practice from across the sector, giving you access to a level of expertise that’s difficult to build internally at the same pace.

You gain leaders and teams who notice the details, bring structure, remove friction, and elevate the experience from functional to memorable.

CONSISTENCY, WHEN IT MATTERS MOST

Absences, holidays, recruitment gaps and onboarding new joiners can be challenges when the service is in-house.

Outsourcing brings:

Reliable holiday and sickness cover
Trained, ready-to-step-in professionals
Leadership that stays close, not distant
Standards that remain steady regardless of people changes

Your workplace stays calm, polished, and consistent — every day.

EXPERIENCES THAT REFLECT YOUR BRAND

Your guest services shouldn’t feel generic.

We spend time understanding your culture, rhythm, tone, and expectations, then build a service that feels like an extension of you, not a template.

From greeting style to service etiquette to the human energy at the desk, everything is shaped around your identity.

POTENTIAL FOR COST EFFICIENCY

Savings aren’t guaranteed, but they are common.

Efficiencies often come from structure, recruitment, cover models, training, and reduced internal management time. And when costs are similar, the increase in consistency and quality often more than offsets the investment.

REDUCED OPERATIONAL NOISE

Front-of-house issues tend to land with FM with last-minute absences, inconsistent behaviours, visitor friction, low morale, poor communication.

We take that weight off your shoulders through:

Proactive leadership
Clear service rhythms
Continuous refinement and improvement
Structured communication you can rely on

You gain time back. Fewer stakeholder complaints, and fewer escalations.

A SUPPORTED, CONFIDENT & PROUD TEAM

Great experiences depend on people — warm, intuitive, well-supported people.

With outsourcing, your team benefits from:

Learning from experts who’ve handled almost every scenario imaginable
Continuous development and coaching
Wellbeing support and personal care
A wider professional network
Real opportunities for growth and progression

This isn’t just training — it’s a culture. And it’s a culture we invest in deeply. When people feel supported, they give more. And guests feel the difference.

A PARTNERSHIP, NOT A PROVIDER

Outsourcing with Hestia doesn’t mean stepping back. It means stepping forward together.

You keep full visibility and influence; we take ownership of the daily operations.
We stay close — on site, in conversation, noticing the details and shaping the service with you.

This isn’t distant contract management.

It’s real partnership.

A SMOOTHER, SAFER TRANSITION

If you have an existing team, they are protected through TUPE and handled with empathy, clarity, and care. We honour their experience, support their growth, and ensure they feel valued throughout.

We’ve also created a helpful FAQ Guide to Outsourcing Guest Services, which covers the questions we’re most often asked by organisations considering the move.

Outsourcing FAQ's