South Beach Hotel Improves PM Completion by 75% with Hippo

Which Comes First — Lobby or Lanai?

The Marseilles Hotel prides itself on a hands-on approach to customer service, but maintenance for guest rooms and hotel equipment was getting out of hand. In fact, the hotel was struggling with the basics of maintenance management: closing out the right work in the right order.

Without a reliable way to track the long list of active projects, service calls, required repairs, and maintenance activities, it was hard to ensure the maintenance team was completing the right work. And without fast, easy ways to access and update that list, it was hard to properly prioritize the work orders.

Marseilles Brings Hippo to South Beach

Gorgoni was determined to find a better way. In fact, one of the things he loves about the hospitality industry is that “there are many opportunities to make things work better and increase how guests enjoy the hotel.”

Central database connects maintenance and management, from poolside to rooftop

With a centralized CMMS database accessible from anywhere, managers can quickly submit a request without having to track down maintenance. Submitting a work order request is as easy as logging in from any Internet-connected device and filling in the online form.

And once maintenance has the request, their supervisors can generate data-packed work orders and assign them the team from anywhere on the property. Everyone along the workflow stays connected and gets what they need, including everything from images uploaded directly to work orders to email notifications on status updates. When a tech swaps out the pool filters, they can upload images and request a remote visual inspection. And as soon as another tech fixes the fourth-floor ice machine, their supervisor gets an email alert.

Everyone has a role to play in delivering an industry-leading guest experience, but that doesn’t mean everyone needs access to every part of Hippo. Marseilles Hotel likes how Hippo not only connects users but also allows the hotel to customize everyone’s user permissions.

Marseilles Books PM Success

So far, the hotel has seen a lot of success with the preventive maintenance features set. “The recurring work orders have been an excellent way to ensure that regular PMs get done on schedule,” explains Gorgoni. The hotel sets up the scheduled work orders in advance, and the software sends out reminders when maintenance is due. The supervisors can then quickly check current workloads and availability before assigning tasks to the technicians while ensuring minimal disruption to guests.