Challenge: Managing technology across 15,000 hotels in more than 50 countries is no small feat, especially when each property spans a variety of categories, from luxury resorts to extended-stay locations. For this global hospitality leader, staying consistent while modernizing was becoming a challenge.

Guest-facing technologies needed upgrades. Infrastructure needed consolidation. Internal systems needed more hands-on support.

The hotel group’s IT team was stretched thin. They needed reliable, skilled technical resources to support their new acquisitions, the replacement of legacy equipment, and the day-to-day technical issues piling up.

Solution: That’s where Connext comes in, providing Technician-as-a-Service (TaaS) at their properties, embedding field technicians who handle everything from POS and router installations to switch replacements and software installations, such as Impulsify, StayNTouch, and NinjaOne. On any given day, our technicians might be on-site resetting passwords, helping with cutovers, or coordinating with remote engineers to troubleshoot an outage.

Connext was also brought in to support their critical long-term IT strategy. We manage firewall installations and cutovers, often in large, complex hotel properties where just completing a site survey can take the better part of a day. When the company acquires a new hotel, we join forces to manage multi-day transition projects, ensuring all systems are integrated into the new environment and operational before guests ever notice a change.

Our hands-on presence has become a key part of how the customer keeps technology running smoothly, especially in moments when timing is critical and resources are tight.

Results: From day-to-day support to high-stakes transitions, we show up where and when they need us most.

• Consistency: Reliable, skilled technicians on-site, day in and day out
• Flexibility: Able to scale support across diverse property types and needs
• Trust: A dependable partner who gets the work done right the first time
• Revenue Growth: With freed-up internal resources and faster tech turnarounds, Connext helps maximize RevPAR – keeping guests happy, rooms bookable, and revenue flowing

It’s not just about fixing what’s broken. It’s about making sure the work gets done right, the first time, so their guests have the experience they expect, and their team can focus on serving their customers.

Interested in learning how TaaS can work for your business? Contact us to talk with one of our experts.