The Challenge
Hotels cannot afford downtime—especially their front desk operations. Every upgrade had to occur overnight or within tight daytime maintenance windows, with 8–12 hours maximum to finish servers, workstations, data restore, testing, and cleanup. Adding complexity, Hilton’s three-year refresh cycle meant hundreds of properties required upgrades across multiple states, demanding consistency and repeatability at scale.
The Phoenix Geeks Approach
Phoenix Geeks consolidated the project into a dedicated team structure, which simplified scheduling for Hilton and Tech Data. Instead of dispatching fragmented crews, schedulers contacted us directly, and we assembled and deployed a full team for each site. This reduced planning friction and gave Hilton a single, accountable point of contact.
Technically, we used a repeatable runbook: back up the OnQ system, replace the server, reinstall apps and restore data, run validation tests, then oversee workstation upgrades at every desk. The process included structured trash removal and exit checklists, ensuring the property was operational by morning.
The Results
Over a period of 3–4 years, Phoenix Geeks covered all Hilton hotels in Arizona, parts of New Mexico, Southern California, Colorado, Vermont, and Texas. Each site was upgraded on time, within scope, and without interrupting guest registration. The dedicated team model streamlined scheduling and reduced complexity for Hilton’s PMO, while our efficient runbook ensured upgrades were consistent and repeatable across all properties.