Hotel Online  Special Report


CSM Lodging Begins Installation of MTech’s
PMWorks in All its Hotels Nationwide
Minneapolis-based lodging firm turns to Internet-based preventive-maintenance management
solution to increase program consistency while decreasing labor costs 
MIAMI — NOVEMBER 21, 2006 — CSM Lodging, the hotel division of Minneapolis-based real-estate developer CSM Corp., is more than halfway through the planned installation of PMWorks, MTech’s state-of-the-art Internet-based preventive-maintenance management solution, in all of its hotels nationwide.

Miami-based MTech is an industry leader in developing software and Internet-based solutions that help hotels improve communications, increase productivity and maximize guest satisfaction. PMWorks, powered by MTech’s award-winning HotSOS (Hotel Service Optimization System, pronounced hot sauce), is the first Software as a Service (SaaS) specifically designed to handle the day-to-day needs of hotel maintenance.

CSM Lodging develops, owns and manages 37 hotel properties in 11 states in the Northwest, Southeast and Midwest, with two properties in Massachusetts and one in Florida. CSM Lodging’s portfolio includes properties that fly the brand flags of leading quality- and service-oriented hotel companies such as Marriott, the Carlson Companies, Hilton Hotels and others.

Robb Gulner, Corporate Engineer for CSM Lodging, is in charge of standardizing, tracking and scheduling all preventive maintenance while getting consistent updates from each of CSM’s hotels. He said those tasks are accomplished with significantly improved efficiency in the CSM hotels that have PMWorks already installed. More than half CSM’s hotels now have PMWorks up and running, with the remainder scheduled for installation over the next few months, Gulner said.

“Our properties that are currently on PMWorks have shown labor savings, guest-service score increases, stable preventive rooms and equipment maintenance, and higher brand-quality assurance scores,” Gulner said. “In addition, one of the most important items PMWorks tracks and schedules is the life-safety items in our facilities—and that’s the most imperative to our guests’ safety and security.”

Gulner said PMWorks has had a major impact on work orders—only three months after PMWorks had been installed, daily work orders in those hotels decreased by half.

“The work-order decrease is a welcome one, since work orders are generated by the guest most of the time, so it’s pretty clear where our higher guest-satisfaction scores are coming from,” Gulner said. “With PMWorks, the weekly work lists that we send to the property managers are priceless. Weekly service orders are thorough and have the toll-free number on each ticket for fast, efficient reconciling when work is completed. Meanwhile, the Monday property-update reports allow me to follow up with properties that are out-of-state and to track their preventive maintenance at a glance via a color chart.”

Ease of use, top-notch technical support

“PMWork’s straightforward Web site is simple to navigate for us ‘old school’ engineers, and the technical support at MTech has been fantastic. Through all of the property set-ups—there have been few, if any, problems that weren’t solved quickly,” he added. “We’re totally pleased with PMWorks on the corporate side—and on the property level, our people love it. Like one of my chief engineers said to me not long ago. ”We all know what to do, but when to do it and where we left off are another thing. PMWorks takes care of that!’ “

“Consistency in providing preventive maintenance is critical to successful hotel operations—even though preventive-maintenance programs have long been viewed as a rather low priority in the lodging business,” said MTech President Luis  Segredo. “Finally, hotels and management companies are seeing what forward-thinking, savvy companies like CSM Lodging have already discovered—that a solid, effective preventive-maintenance program boosts guest satisfaction and return rates, in addition to prolonging the life of FF&E and the hotel itself.”

Clyde Edson, MTech National Account Manager for PMWorks, said an effective preventive-maintenance program should have top priority in any hotel or hotel company.

“We’re proud to say that there’s nothing on the market that matches PMWorks in helping hoteliers maximize the effectiveness of their preventive-maintenance program,” Edson said.

For more information on PMWorks preventive maintenance software and other MTech automated solutions, please visit the company’s Web site at

About CSM Lodging
Partnered with the biggest names in the hotel industry, including Marriott, Hilton, the Carlson Companies and others, CSM Lodging—the hotel division of Minneapolis-based real-estate developer CSM Corp.—develops and acquires hotels based on carefully researched locations, and its properties are known for their innovative designs and renovations. CSM Lodging’s stated mission is to develop, acquire and manage the finest hotels through an association with the best brands, and to continually deliver outstanding guest service. CSM Lodging has twice been named "Marriott's Developer of the Year" for its contribution to the growth and increased market presence of limited-service Marriott hotels. For more information, please visit the CSM Corp. Web site at

About MTech
Since 1993, Management Technologies (MTech) has developed and installed solutions to help hotels work smarter – not harder – with its award winning Espresso! Family of Products. Espresso! is designed to help hotels improve communications, increase productivity and maximize guest satisfaction. HotSOS is the next evolution of these technologies, designed from the ground up to give hotel brands, chains, and management companies a holistic, affordable tool to drive repeat business and improve the bottom line, while PM-Works preventive maintenance software, powered by HotSOS, is the first ASP designed specifically to help hoteliers handle the day-to-day needs of hotel maintenance. With more than 1,000 hotels worldwide using its products, MTech handles all production, pre-installation, sales, marketing and support from the company’s headquarters in Miami. For more information on the company, please visit



Clyde Edson
National Account Manager
Tel: (407) 384-1380

Barb Worcester
Tel: (440) 930-5770

Also See: Jiten Hotel Management Installing MTech's PMWorks Preventive Maintenance Solution; Jiten executive cites PMWork's worth as an easy-to-use Internet-based tool that helps increase guest satisfaction, maximize profitability and preserve asset value / November 2006
MGM Grand Las Vegas Turns to MTech to Streamline Guest Services Work Flow; HotSOS Internet-based guest services tool helps world-class Vegas venue improve on even its own high standards of operation / June 2006
Leading Chicago Hotel ‘Migrates’ to HotSOS to Maximize Guest Services, Satisfaction; InterContinental Chicago now features MTech’s Internet-based Hotel Service Optimization System to streamline service response / June 2006
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