What partnership looks like for OSV and Innisfree Hotels

From everyday engagement to crisis support, the hospitality company’s experience shows what true commitment looks like.

“Instead of putting out fires and being reactive, we’re finally able to grow the company in a structured way.”

Joshua Herron, Director of Platform Technology & Business Intelligence, Innisfree

More than a vendor relationship

A good partner doesn’t just deliver services. They know your needs well enough to flag things that could make a difference for your processes.

For Joshua Herron, director of platform technology and business intelligence at Innisfree Hotels, that's exactly what his partnership with OneSource Virtual (OSV) has looked like.

At Workday Rising one year, an OSV consultant he'd worked with in the past approached him — not to sell anything, but to share something he thought could help Innisfree.

"That's not normal — in a good way," Joshua says. That kind of engagement only happens when the people working with you genuinely understand your business. For Joshua, it's part of what makes OSV different from other vendors.

Proactive support when it mattered most

While this kind of partnership shows up in everyday moments, it really proves itself in a crisis.

When COVID-19 hit the hospitality industry, Innisfree’s team couldn’t get to the office, but they still needed to pay their vendors. Before Joshua even had to ask, people at every level of OSV, up to the CFO, reached out to check on them.

"They saw the COVID issues coming for us," Joshua says, "and they preemptively came to us and said, 'How can we help you with this?’”

Because of OSV, the work never stopped. Invoices were scanned, coded, and processed, and vendors were paid on time, relieving the team of a huge burden during one of the most difficult periods in the industry’s history.

Partnership that spans the organization

The same commitment Joshua experienced on the AP side shows up across Innisfree’s finance and payroll operations. When their payroll department needed their operations to keep pace with growth, they found the same level of partnership with OSV — anticipating their needs, collaborating in real time on critical processes, and providing dedicated support during times of crisis.

During a hurricane that knocked out the bridge to Pensacola and delayed checks during payroll week, OSV's payroll specialist stayed in constant communication with Innisfree, keeping the team informed and enabling them to update employees about check status. “The level of communication gave us that peace of mind,” notes Francesca Lupo, their AVP of HR. It’s the same kind of proactive engagement Joshua experienced, just in a different function.

Breathing room in a lean operation

For Innisfree’s payroll team, the shift was almost immediate. With six people managing benefits, payroll, and safety across a national network, they were constantly toggling between urgent tasks. The moment OSV started handling the operational weight, such as garnishment processing, tax compliance, and payroll reporting, the team had something valuable: breathing room.

That breathing room became time to look forward. There’s now time to explore new capabilities like earned wage access and to anticipate problems instead of solving them after the fact. As their payroll manager, Melissa Johnson, puts it: “We’d have to hire another person if we didn’t have OSV.”