Smart staffing: Rethinking housekeeping in 2025

As the Australian accommodation industry forges ahead in 2025, workforce shortages continue to pose significant challenges.

The Australian Bureau of Statistics reports that job vacancies in the accommodation sector remain among the highest of any industry, underscoring a persistent struggle to attract and retain skilled staff. In response, many operators are moving away from traditional staffing models in favour of more flexible, scalable solutions.

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From boutique stays to large-scale resorts, operators are increasingly turning to external housekeeping specialists to ensure consistent, high-quality service while navigating labour shortages, compliance requirements and ever-rising guest expectations.

To explore how outsourced housekeeping can support staff and enhance operational performance, AccomNews spoke with trusted provider of outsourced housekeeping services, ahs hospitality.

How are you seeing accommodation providers customise their housekeeping outsourcing arrangements, and what factors are driving the shift toward more hybrid or flexible models?

Justin Jones, sales and marketing manager at ahs hospitality said: “Across the market, we’re seeing a shift in how accommodation providers approach housekeeping outsourcing.

“There is still a common misconception that outsourcing means handing over the entire housekeeping department. While this may have been the norm in the past, the landscape has evolved significantly.”

Today, hotel operations are becoming more dynamic, and so are the solutions offered. With a range of flexible service models tailored to the specific needs of each property.
These include:

• Labour hire or team staffing: Supplements in-house teams, providing additional support during peak periods, school holidays, sick leave or unexpected occupancy increases. It helps maintain service standards without the need for permanent staffing, giving hotels peace of mind when extra hands are needed.
• Hybrid models: Where outsourcing supports a portion of the room inventory or provides consistent top-up staffing as needed.
• Full-service outsourcing: Where the company takes responsibility for the entire housekeeping function, with the option to include or exclude the provision of equipment, chemicals and materials.

Justin said this shift is driven by evolving hotel management agreements, rising cost pressures and a growing need for flexible staffing solutions. “Hotels are looking for partners who can adapt alongside them, offer scalable support and help maintain both operational consistency and commercial performance. Our service models continue to evolve to meet these needs and deliver value where it matters most.”

What role does smart technology play in supporting clients and outsourced teams?

According to Justin, smart technology is essential to enhancing productivity, communication and service delivery across operations. While it helps improve efficiency, its real value is in enabling stronger collaboration between teams and better service outcomes for clients and their guests.

For outsourced teams, technology supports day-to-day operations by simplifying scheduling, training and compliance. Digital tools ensure that team members are up to date with onboarding requirements, site-specific protocols and ongoing development, which leads to more confident and capable staff on the ground.

For hotel guests, smart platforms provide real-time visibility and control. Tools like room inspection apps allow hotel managers to monitor progress, track cleanliness scores and receive immediate updates on service levels. This creates transparency and builds trust between providers and hotel operators, while enabling faster decision-making.

“Technology is no longer just a nice-to-have. It is a core part of how we deliver smarter, more responsive and consistently high-quality housekeeping services,” he said.

How can outsourcing support better cost control and overall operational efficiency for accommodation providers?

Justin said: “Outsourcing enables hotels to manage costs more effectively by shifting many operational expenses to the housekeeping provider. Costs related to recruitment, onboarding, training, workforce productivity and WorkCover contributions are handled by the supplier. This simplifies budgeting, as hotels receive a single, consistent weekly invoice without needing to manage these individual components internally.”

It also improves efficiency by reducing the administrative load on hotel management and allowing for more flexible staffing. Hotels can scale teams up or down based on occupancy, helping them avoid overstaffing during quieter periods and ensuring support during peak times. This approach supports both financial control and operational agility.

A major operational benefit is flexibility. Staffing levels can be adjusted based on occupancy and changing business needs, ensuring efficient resource allocation without compromising service standards. This adaptability supports smoother operations and more predictable cost management for accommodation providers.

For those looking to engage with an outsourced housekeeping service, what are some of the key considerations?

Outsourcing offers hotels a valuable opportunity to reduce headcount, control costs and eliminate the challenges of turnover, recruitment and day-to-day HR management. However, the true success of an outsourced model depends on approaching it as a partnership rather than a transaction.

Leanne Graham the managing director of ahs hospitality, explained: “It is essential to choose a provider that aligns with your brand values, service expectations and operational needs. A strong partnership fosters high levels of engagement within the housekeeping team and builds a shared sense of pride and accountability, which directly impacts service quality and guest satisfaction.”

Operators should also be clear about their specific needs and goals. Outsourcing does not have to mean handing over the entire department. It can be customised to support certain functions, supplement existing staff or manage particular areas. The key is finding a solution that adds value and complements your internal operations.