Case Study: Cincinnati Marriott Northeast (Marriott) achieves faster, more reliable maintenance and better customer service with UpKeep

Marriott - Customer Case Study

Marriott’s Cincinnati Marriott Northeast had relied on a paper-and-radio system for maintenance for 30 years, which left management worried about lost work orders, slow communications, and inefficient tracking. To modernize its operations, the hotel selected UpKeep’s mobile CMMS (UpKeep’s mobile app) to replace paper requests and outdated radios.

UpKeep’s solution gave the entire maintenance team 24/7 access to work orders, photo documentation, and recurring preventive-maintenance scheduling, eliminating lost requests and dramatically improving transparency and accountability. With technicians and requesters updating jobs via the smartphone app, UpKeep helped the hotel organize maintenance workflows, boost preventive care, and deliver more consistent customer service.

Marriott

Ron Pembleton

Director Engineering Operations