Outsourcing FAQ's
You’re not alone. More and more businesses are rethinking how they manage their guest experience. Below you’ll find the questions we’re most often asked by organisations exploring outsourcing for the first time. You can also find more about how we work at hestiaguestservices.com.​​​
1. What does outsourcing actually mean?
Outsourcing means bringing in a specialist to take complete care and ownership of your guest experience. We manage the day-to-day operations, the team and the service standards that shape how your workplace feels and runs. Think of us as your guest experience wizards. The operational experts who make everything behind the scenes work beautifully, so your people can stay focused on what they do best.
2. Why do companies choose to outsource these services?
Most clients come to us for our expertise and the quality, consistency and flexibility that comes with it. Outsourcing ensures an experience that genuinely reflects your brand values, without you needing to manage or recruit directly. It also allows your service to scale up or down as your needs change. And because we understand the detail behind great service, we often uncover new ways to add value — from streamlining operations to elevating the entire guest experience.
3. How will we benefit from outsourcing?
Outsourcing your guest experience team unlocks far more value than simply removing day-to-day management from your plate. You gain access to specialists who bring structure, insight and hospitality-driven thinking that can transform how your workplace feels and functions.
Your team benefits from continuous development, clearer standards, stronger leadership presence and a culture built around confidence and pride. You also gain the advantage of learning from experts who have handled almost every scenario imaginable — allowing the service to evolve quickly and intelligently.
Beyond the team itself, you gain time, consistency and a smoother, more polished guest journey. Operational noise reduces, the workplace feels calmer, and the service becomes more aligned with your brand.
In short, outsourcing gives you a partner dedicated entirely to elevating your guest experience and uncovering value that is often hidden inside your current operation.
4. Will we lose control of the front of house experience?
Not at all. It’s a partnership. We take ownership for the daily operations so you can focus on your wider responsibilities. From the outset, we agree the tone, style and service expectations together, building everything around your culture and objectives. You’ll have a dedicated account lead, regular updates and transparent performance reports to make sure standards are always on point and always evolving.
5. What happens to our current reception team if we outsource?
If you already have a team in place, we’ll work with you to manage the transition carefully. That includes TUPE (Transfer of Undertakings Protection of Employment), which protects the teams rights when a service moves from one company to another. We handle every transfer with empathy and professionalism, making sure your people feel valued and supported from day one.
6. How will the team react to this change and transfer to you?
Change can feel unsettling, and we take that seriously. We communicate early, clearly and with warmth — ensuring the team understand what’s happening, why, and how it benefits them.
Joining Hestia opens new opportunities for growth, wellbeing support, meaningful development and a much wider professional network. Our culture is inclusive, people-first and grounded in genuine care.
We know teams worry about being “outsourced,” so we remove the fear by being transparent, approachable and present throughout the process. Most teams quickly realise it’s a positive step that brings stability, progression and a sense of belonging.
​
7. How do you ensure the team reflects our brand and culture?
Recruitment is one of our strengths — but it goes far beyond matching personalities to roles. We spend time understanding you: your values, your tone, your culture, the kind of experience you want people to feel the moment they walk in. Only then do we design the service model, behaviours, standards and team profile around your identity. From first impressions to service etiquette to the energy at the desk, every touchpoint is shaped to feel authentically yours — supported by our expertise behind the scenes.
​
8. What if our current team don’t fully fit the role or environment?
We always begin by investing in the people we inherit through TUPE. Training, coaching and development often unlock capability that simply hasn’t been nurtured before. Sometimes though, people and roles, or people and environments, simply aren’t the perfect match. When that happens we approach the conversation with honesty, empathy and care. We never shy away from difficult discussions — but we handle them thoughtfully, supporting individuals toward roles that suit them better, whether within Hestia or elsewhere. It’s all about finding the right fit for everyone.
9. How will you make sure service quality stays high?
That’s what you bring us in for. We begin by defining what great looks like, mapping what’s working and what’s not, and then creating a roadmap for continuous improvement. Our approach is never static. We’re always looking for smarter ways to deliver — through technology, training and insight — so the service keeps evolving and adding value long after launch.
10. Will outsourcing save us money?
Sometimes yes, sometimes no. If there are efficiencies to unlock in structure or process, we’ll identify them and implement them. In some cases, costs may stay similar, but the value increases significantly. Beyond any structural savings, you’ll always gain from reduced management time, energy and operational burden and allow you to focus on strategic priorities rather than day-to-day service challenges.
11. How much does it cost?
You’re already paying for your team’s labour — that cost simply transfers to us. We then incorporate the essentials such as team benefits, holiday and sickness cover, training, uniforms and any technology you choose. Our management fee sits on top, scaled to team size. Everything is transparent, line by line, so you only ever pay for what is actually delivered.
12. How flexible is an outsourced model?
Very. We adapt to the rhythm of your business. Whether you need extra support for events, seasonal peaks or hybrid working patterns, we’ll flex around you. For example, in offices where Fridays are consistently quiet, we can offer four-day service contracts. Every partnership is designed around your needs — no templates, no unnecessary spend.
13. How do you ensure consistency during absences such as holiday and vacancies?
We design the right cover model for your environment. Larger teams may operate with “self-cover” structures, while smaller teams benefit from our trained in-house experts who already know your site. They receive thorough onsite training and regular refreshers so they can step in confidently at any time. It means your service remains reliable, calm and consistent — no matter what.
14. How do we get started and what does the transition look like?
We begin with a discovery session to understand your environment and define what “great” looks like for you. From there, we build a bespoke transition plan covering team introductions, communication, training, systems alignment and stabilisation. Our goal is simple: a smooth, transparent transition that feels natural for your people and your guests.