Work Place Optimization: Insourcing or Outsourcing?

Photo by *L*u*z*a* lack of inspiration on Flickr

Our first two posts about outsourcing in the hospitality industry examined some of the red flags hoteliers must be aware of when selecting and negotiating with providers. With these criteria in mind, this third post evaluates solutions that harness the benefits of working with outside suppliers while empowering internal staff to build a brand’s strength.

For the majority of independent hoteliers it will always be fiscally sound to outsource at some levels. But rather than giving away control, outsourcing can be an educational opportunity for staff to learn about advanced product and technology developments from top-notch experts. By being an active partner in service implementation, staff knowledge increases and allows them to provide more valuable contributions to a hotel’s operations. Therefore, it is critical to select providers who keep abreast of the most current advances within their fields of expertise. As their acumen grows, so will the competitiveness of their clients.

Another option is “Work Place Optimization,” i.e. insourcing from within your current staff. With the trend towards employees who have had multiple types of careers in their past, innovative hotels are tapping into their diverse skill sets. The benefits are many:

• Financial costs decrease
• Flexible job descriptions impart employee satisfaction as they feel valued as individuals
• Increased morale means lower staff turnover
• More effective communication between departments as “not-my-job” attitudes diminish
• Staff is more open to change if their opinions and actions have helped shape it

Although the need for outsourced expertise is not eliminated, the management of these processes can be more creatively delegated to bring cohesiveness within the team and the hotel’s brand identity. Shortly we will be taking a look at the types of tasks a hotel must keep “in-house” as well as those which can be successfully outsourced.