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About Marseilles Hotel

Promising “serenity at the heart of paradise,” the Marseilles Hotel, located in Miami Beach’s art deco district, prides itself on finding new ways to deliver the perfect guest experience.

A big part of that are its impressive features and amenities, including 112 air-conditioned rooms, a heated outdoor pool and hot tub with deck and loungers, furnished cabanas, backyard “oasis” with sun beds and hammocks, and a ballroom.

But keeping all those beachfront assets running smoothly under the hot Miami sun poses unique challenges for the maintenance team. They need to schedule maintenance carefully to avoid disrupting guests while at the same time respond quickly to on-demand repairs.

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.

They had tried other maintenance management software, but “mobile support was poor, making it difficult to use on the go, and the user experience was cumbersome.”

Christopher Gorgoni, Director of Operations
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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.

The recurring work orders have been an excellent way to ensure that regular recurring PM gets done on a proper schedule.

Christopher Gorgoni, Director of Operations

Although the Marseilles team now have a dependable PM workflow thanks to Hippo, they plan to improve it even more by incorporating the Hippo CMMS Mobile app’s bar code reading feature. Using the camera built into their mobile device, technicians can simply scan a bar code on any given asset for instant access to critical data, including all open associated work orders. If there are five HVAC units on the roof but only one of them is scheduled for maintenance, the techs can scan the bar codes to ensure they’re doing the right work on the right asset.

The hotel is still exploring the software and building new workflows, finding new ways to leverage their investment for greater efficiencies and savings. “We’re still realizing benefits from Hippo,” explains Gorgoni.

south beach hotel hippo case study pool

75% PM completion rate improvement
20% maintenance cost reduction

 

In the meantime, the hotel is already seeing real results. Gorgoni estimates that since implementing Hippo CMMS, the hotel has already improved its PM completion rate by 75%, helping lead a 20% reduction in overall maintenance costs.

south beach hotel hippo case study

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