Hospitality / Operations
Hospitality / Operations case study — how Meritt Dev built and runs Hospitality services contractor: every overnight shift tracked, from contract to client report Hospitality services contractor: every overnight shift tracked, from contract to client report
A US contractor runs housekeeping and overnight cleaning for hotels and casinos across eleven properties. House attendant, supervisor and inspection checklists were on paper, schedules were built and rebuilt by hand, and each property's task data sat in a different hotel system, three of them on paper only.
Overview
We built the shift operations platform the crews and regional VPs now run on: checklists generated from the contract, the roster straight from the HR system, tablets on the floor, live progress for managers and a daily report for the hotel client. Delivered by Meritt's founders as engineering leads on the project, working with our US partner studio.
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The challenge
No property would allow a live connection into its hotel system, so the usual integration route was closed. The staff roster, schedules and clock-ins lived in the HR platform and had to be the single source of truth, with changes showing up on the floor without anyone re-keying them.
The contract itself defined the work: which areas, which tasks, in the client's own wording. Over 70 requirement changes arrived between July and October, and the checklist model was rebuilt three times before it matched how a night actually runs.
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What we built
The first property's contracted scope was loaded as 33 areas and 475 tasks, each restroom its own area, and regional VPs group areas into numbered checklists. Before a shift the leader assigns checklists, printable as PDF; staff work them on tablets in English or Spanish, every task not done needs a reason, and supervisors inspect finished work.
A read-only sync pulls the roster, positions, schedules and clock-ins from the HR platform, with call-offs appearing live and automatic retries when it is down. Where hotel systems could not be connected, scheduled emailed exports from the property systems were set up instead, hourly from one casino and four times a day from another, so productivity data still arrives.
Managers get a property view that refreshes every 15 seconds with a projected finish time, a pacing view across properties, a special-projects calendar and a daily PDF for the hotel client. A pricing tool built alongside it reproduces the company's pro formas to within about 0.1%.
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Where it is now
Requirements in late July; live at the first property, a large downtown hotel, on 8 October, with the first full overnight shift tracked task by task four nights later.
Schedule proposals with a 72-hour approval flow, write-back of approved schedules to the HR platform, and dashboards for regional VPs followed within two weeks, with the remaining properties onboarding on their own report feeds.
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