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At InterMountain’s 74-Property Guest-Focused Company, Success is in the Details

iPad helps hotel ServicePro transform property preventative maintenance into profitability

June 29, 2011 – There is no such thing as an insignificant detail in the operation of a well-run hotel. Multiply that mindset by dozens of properties and it is easy to see why attention to detail must be paramount. Gayle Herbert, Senior Regional Director of Operations, and Ben Wallace, Director of Property Assets with InterMountain Management, LLC, help oversee operations for the 74-property, multi-flag hotel operator that built its reputation on quality and guest satisfaction.

Providing InterMountain guests with the hotel experience they expect is facilitated by teams of senior regional operations directors that monitor each property’s operations. This includes everything from flowers at the front entrance to roof-mounted HVAC units, the temperature of the boilers, and chlorine level in the pools. Click here to learn more about hotel SystemsPro’s products and services.

Detailed checklists and maintenance schedules—along with experienced senior regional and asset teams are InterMountain’s secret weapons for maintaining asset value and keeping hotel operations humming. Herbert and Wallace explained, “We oversee operations at all InterMountain properties. That includes one-time events like building renovations; repairs from weather damage; and the recurring cycles of equipment servicing, safety inspections, warranty contracts, landscaping, insurance updates, and deep cleaning of guest rooms.” InterMountain Management, LLC operates Hilton, Hyatt, Marriott, Starwood, IHG, Wyndham, Choice and other brands.

Herbert and Wallace credit hotel SystemsPro with injecting a new level of efficiency into InterMountain’s operations. “The hotel ServicePro hotel maintenance software application used on the iPad and iPod touch® has made our lives much easier. Our entire operation runs smoother since we adopted it in October 2010,” they said. Regional managers no longer need to carry laptops or shuffle through files and stacks of paper to track operations for each property. hotel ServicePro is an economical hotel preventative maintenance software and guest service solution that preserves property asset value and improves guest service. It automates the communication, scheduling, tracking and reporting of tasks associated with recurring maintenance, guest requests, safety requirements, preventive services, and equipment management.

“hotel ServicePro on the iPad and iPod touch gives us portable web-based access to all property records,” said Herbert and Wallace. “We and the teams we manage pull data from the cloud-based application to evaluate and review property performance and checklists before doing an onsite inspection. The software gives us continuous reminders of schedules for maintenance and safety checks. When either of us walk a property, we already have the documentation showing whether or not these tasks have been completed and who did the work. This makes our job easier, and our property teams more proactive.”

To ensure that brand standards for all InterMountain flags are maintained, regional teams also uses the system to track courtesy callbacks for guest requests. The convenience of hotel ServicePro on an iPad, iPod touch or desktop supplies each manager’s need for information at their fingertips and at a moment’s notice.

The ease and efficiency provided by hotel ServicePro turns streamlined property upkeep into a source of profitability for InterMountain. “From the substantial air conditioning equipment perched on a hotel roof to the laundry facilities in the basement, each operational area within a hotel can be a major system unto itself,” said Herbert and Wallace. “When they operate smoothly and efficiently, it burnishes our brand and results in bottom-line profitability.”

InterMountain’s sales teams also use hotel SalesPro to automate sales operations throughout the enterprise, overseen by Jackie Edmonds, Senior Regional Director of Sales and Marketing. hotel SalesPro is a multi-property, web-based sales and catering software with scalable functionality that increases sales efficiency for hotel chains and independent properties.

About InterMountain Management, LLC
InterMountain Management, LLC develops, owns and operates premium brand hotel properties nationwide. In addition to owning and operating its own hotels, InterMountain is pre-approved to operate premium brands for select owners on a third-party basis. Brands include Marriott International and related Marriott brands, Hyatt Hotels Corporation brands, Hilton Hotels Corporation brands, as well as Starwood, IHG Accor, LQ Management, Choice, Wyndham, and Super 8 properties. InterMountain currently has a multitude of properties under development nationwide. InterMountain’s reputation is enhanced by the awards it has won for operations, occupancy, and overall customer satisfaction.

About hotel SystemsPro
Founded in 1996, hotel SystemsPro is a technology company operated by hospitality professionals who provide high performance, ASP-based enterprise and property solutions. hotel SystemsPro enables hotel companies to grow market share through better management of assets, increased sales, reduced operating expenses, and a higher quality guest experience. The company partners with clients to provide solutions that scale across a broad range of properties in North America and around the world. Whatever the size of the property operator or its challenges, hotel SystemsPro solutions do the heavy lifting for operators to streamline operations and boost staff productivity and profitability. Solutions include hotel SalesPro, hotel CateringPro, hotel ServicePro and hotel WebSpace. For more information, please visit

hotel SystemsPro
Lana Perkins, CHA
Senior Vice President
280 Interstate North Circle, Suite 600
Atlanta, GA 30339
Phone: (770) 303-9911 or Toll free: (877) 263-3645

Media Contact:
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Softscribe Inc.
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