The Boostly Podcast – Episode 803
Title: Most hosts hire wrong. Here’s how to fix it.
Host: Mark Simpson
Guest: Matt Metros (Founder, CS Outsource)
Air Date: November 17, 2025
Overview
In this episode, Mark Simpson is joined by Matt Metros, founder of CS Outsource, to discuss one of the hospitality industry’s biggest stumbling blocks: hiring the right people, especially virtual assistants (VAs) and remote workers. With insights drawn from working with over 500 property companies worldwide, Matt and Mark dissect the most common hiring mistakes, how to structure your business for scalable growth, and actionable steps to reclaim time and control.
Key Discussion Points & Insights
1. About Matt Metros and CS Outsource
[01:28–03:02]
- Background:
- Matt started in property during COVID, managing his own vacation rentals and then helping others.
- He realized the value of outsourcing for operations like guest communication, bookkeeping, vendor management, and tech setup.
- Growth Stats:
- CS Outsource now helps over 500 companies and has grown to a team of more than 300 people in Central and South America, South Africa, Egypt, Morocco, and Asia.
- Client Range:
- Their sweet spot: hosts with at least 5 properties—most pull the trigger around 9 or 10 properties.
2. The #1 Hiring Mistake: Obsessing Over Price
[05:02–06:45]
Quote:
"People, they live in different countries and they have different experience levels and you're going to have different demands for them. And that's what really gauges price. The price obsession that I would love to see go away from this industry…" – Matt Metros [05:29]
-
Many hosts fixate on low hourly rates ($3–4/hour VAs), which often leads to frustration, high turnover, and extra training time.
-
You get what you pay for:
- Cheaper isn’t always better; save money up front but pay more later in time, training, and headaches.
-
Mark’s Addendum:
[06:45–09:24]
"Yes, you can save on money, but what you save on money, you pay in time." – Mark Simpson [06:51]- Personal experience: cheaper hires often disappear or require much more onboarding effort.
- Value in paying a bit more for vetted, reliable team members from agencies.
3. The Traits of Successful Clients/Operators
[09:24–13:16]
- Good vs. Bad Operators:
- Competent operators are hands off, trust their team, and focus on leadership rather than micromanagement.
- Toxic environments stem from constant check-ins, hourly updates, and unrealistic perfectionism.
- Best Practice:
- Use tools like LOOM to make quick process videos instead of writing exhaustive SOPs. Pass videos to VAs, who then formalize documentation.
- Mark’s Experience:
- Boostly only created a comprehensive operations manual after years—small steps like LOOM videos and linking to up-to-date external tutorials work better than giant SOP documents.
Quote:
"A good operator is not going to expect perfection. Right. And they're not going to micromanage their minute by minute. I've seen a lot with the inexperienced operators where they'll come in, they're like, what are you working on? What are you working on this minute? I need hourly updates. It creates this very toxic environment." – Matt Metros [09:39]
4. Setting Expectations with Employees
[13:16–15:40]
- Employees/VAs won't be as invested as business owners; demanding perfection or an entrepreneurial mindset will only lead to disappointment.
- Accept “good enough” (about 85% correctness/completion)—perfectionism burns people out.
- Mistakes are guaranteed; react logically, not emotionally.
Quote:
"If you always shoot for perfection with them, you’re going to burn them out...you have to get comfortable with, you know, good. Like 85% is awesome." – Matt Metros [13:33]
5. Misconceptions About Outsourcing
[16:22–19:58]
- Not just “labor arbitrage” or simply matching to a person.
- True offering: Full HR support, tailored job descriptions, candidate vetting, video intros, onboarding, and assistance creating SOPs and systems—not just placing a worker.
- Ongoing support: Supervision, backup cover, on-demand replacement, and continuous “up-leveling” of staff skills.
- Mark’s Experience:
- Wide breadth of available skillsets: not just customer support, but sales, appointment-setting, development, bookkeeping, revenue management, and more.
Quote:
"When you get started with us, we have a whole entire HR team. We'll meet with you one on one...and then we start presenting you candidates and we present you these buttoned up resumes with these video intros so that you could see the people, their communication skills, their accent..." – Matt Metros [16:39]
6. Who and When Should Hosts Outsource?
[19:58–22:10]
- Most sensible for hosts with at least 5 properties (transition from “hobbyist” to “professional host”).
- Services available worldwide: US, UK, Europe, UAE, Australia, S. America, and more.
- Available 24/7 to match international property management needs.
7. The Ultimate Hiring Advice for Entrepreneurs
[23:05–24:53]
Quote:
"I would never in my life start a business without an executive assistant. I just would not do it. When you're starting a business, you need to be focused on sales and marketing...if you can't build momentum, you won't be able to build the business of your dreams…" – Matt Metros [23:08]
- First hire should be an executive assistant to take over admin and operations.
- Use freed up time for sales, marketing, and growth activities.
- It's an investment that will pay off and can evolve (your EA might eventually grow into a COO role).
Notable Quotes
| Time | Speaker | Quote | |----------|-------------|--------------------------------------------------------------| | 05:29 | Matt | “…the price obsession that I would love to see go away…” | | 06:51 | Mark | “Yes, you can save on money, but what you save on money, you pay in time.” | | 09:39 | Matt | “A good operator is not going to expect perfection…” | | 13:33 | Matt | “You have to get comfortable with, you know, good. Like 85% is awesome.” | | 16:39 | Matt | “When you get started with us, we have a whole entire HR team…”| | 23:08 | Matt | “I would never in my life start a business without an executive assistant…”|
Memorable Moments & Practical Tips
- The Loom SOP Hack:
“You don’t need to write a massive ops manual—just record task videos on Loom, hand them to your VA, and let them document the process as they learn.” [11:22] - Letting Go:
Don’t expect employees (especially VAs) to act like owners; set realistic expectations and accept mistakes as part of business. [13:16] - Outsourcing is a Team Effort:
Good agencies do way more than “find a body”—they build systems, backstops, and handle ongoing training. [16:22] - When to Hire:
Once you hit 5 properties, you’re probably ready to shift from hobbyist to professional with help. [19:58] - First Hire Principle:
Your first move as an entrepreneur? Get an executive assistant and focus on growth. [23:05]
Where to Learn More
-
Matt Metros:
- Website: csoutsource.com
- LinkedIn & Facebook: “Matt Metros”
- Substack: Details on hiring, operations, and entrepreneurship
-
CS Outsource Booking Page:
Recommended Segment Timestamps
- 01:28–03:02: Matt’s intro & CS Outsource overview
- 05:02–06:45: Major hiring mistakes & the price trap
- 09:24–13:16: Traits of good leaders/operators, Loom workflow tip
- 16:22–19:58: The real depth of “outsourcing”
- 23:05–24:53: Why every business needs an executive assistant
Final Takeaways
Hiring for hospitality is not just about filling a seat—it’s about creating scalable systems, finding the right people (and expecting them to be human, not superhuman!), and embracing tools that simplify onboarding and training. Mark and Matt’s combined experience makes it clear: invest up front, leverage expert agencies, and use your reclaimed time to grow your business.
"Every single day, no matter what, you should be sending 50 to 100 cold messages…money is the oxygen and you need to build that forward momentum." – Matt Metros [23:15]