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Minor Hotels

Building a staffing model that grows with the business

For Minor Hotels Australasia, growth brought more than additional hiring requirements. Each acquisition and new property introduced different operational demands. The business needed a way to add capacity, develop capabilities and maintain alignment as its regional footprint expanded. Starting small gave it the opportunity to establish that foundation before extending the model across more functions.
Validate the model before expanding it
Minor Hotels Australasia began with one employee supporting Central Reservations. This gave the business a practical way to test the partnership before making a larger commitment. As confidence grew, additional roles and functions followed, with each expansion building on the experience of the existing team.
Choose a location that supports collaboration
Manila’s time zone, English-speaking workforce and the company’s familiarity with the region informed the location decision. The priority was a team that could work closely with operations in Australia and New Zealand, making day-to-day collaboration a central consideration from the outset.
Make belonging part of the operating model
The Manila team participates in town halls, operational discussions and business planning. Regular leadership visits reinforce those connections. Minor Hotels Australasia treats offshore employees as part of the business, with shared standards and the involvement needed to make decisions on its behalf.

A reservations role became an enterprise-wide capability

The partnership’s value is visible in how the team’s role has changed.

What began as support for one function now contributes across the Australasian business, helping it respond to new demands and retain valuable operational knowledge. The launch of the Integrated Solutions Hub formalizes that evolution and provides a foundation for further expansion.
From one employee to 95+
Since the partnership began, the offshore team has grown from a single reservations employee to 95 team members. Expansion followed the needs of the business as new properties, acquisitions and operational requirements emerged.
Multiple functions, one integrated team
The operation expanded beyond Central Reservations into revenue operations, quality control, accounts receivable, graphic design, group reservations and shared services. Its scope now reflects the wider business rather than a single support requirement.
Employees with over 10-year tenures
Some Manila employees have been with the business for ten years, building product and operational knowledge that leadership recognizes as a significant asset.
A hub with room to grow
The Integrated Solutions Hub formalizes Minor Hotels Australasia’s offshore capability, with further opportunities being explored in IT, people and culture, and support for new luxury brands.

FAQs Section

When should a growing hospitality business consider offshore staffing?
Offshore staffing may be worth considering when property growth, acquisitions or new brands create operational demands that local recruitment cannot consistently meet. Minor Hotels Australasia explored the model as its regional expansion increased the need for a scalable staffing approach across Australia and New Zealand.
Does a business need to start with a large offshore team?
What should businesses consider when choosing an offshore location?
How can offshore employees become part of the wider business?
How can an offshore team help a business respond to changing staffing needs?
How can an offshore staffing partnership evolve into a Global Capability Center?
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