Managed 24/7 IT Support for Hotels
One fixed monthly fee covers your helpdesk, proactive monitoring, patching and on-site engineers, so the front desk, PMS, payments and guest WiFi run as reliably at 3am as they do at 3pm.
- UK-based hospitality IT team, available 24 hours a day, 7 days a week
- 1-hour on-site response in Greater London, backed by a written SLA
- A fixed monthly fee, quoted per property after a free assessment
Prefer to talk? Call our UK team on +44 20 3642 4958
The programme
A managed programme, not just a phone number
Most hotels already have someone to call when something breaks. A managed programme is different: we take ongoing responsibility for your whole technology estate, from front office and back office to network and guest-facing systems, and work to stop problems happening in the first place.
The programme bundles capabilities we also offer individually: our 24/7 hotel IT helpdesk, remote support, on-site engineers and IT support and maintenance. If you only need one of those, each service page explains it in depth. If you want a single accountable partner for all of them at a predictable cost, this programme is designed for you.
We have supported hotels since 2010 and today look after more than 500 properties across the UK, from independent guesthouses to multi-site groups. A hotel never closes, so neither does our support.
"Having a fixed-cost support model has been a game-changer for our budgeting. The GGG team feels like our own internal IT department."
— General Manager, London City Hotel
Who it's for
Built for hotels without a full in-house IT department
The programme scales from a single guesthouse to a portfolio of properties. What stays the same is one helpdesk, one SLA and one team that knows your systems.
Boutique and independent hotels
No in-house IT team, but guests still expect a flawless digital experience. We become your IT department.
IT for boutique hotelsHotel groups and chains
Consistent standards, one helpdesk and consolidated reporting across every property in the portfolio.
Multi-site hotel ITLuxury hotels and resorts
High guest expectations, complex in-room technology and no tolerance for visible failures.
IT for luxury resortsConference and event hotels
Heavy WiFi and AV demand on event days, with organisers who need problems resolved before the next session starts.
IT for conference hotelsServiced apartments
Self check-in, smart locks and properties that need monitoring when no staff are on site.
IT for serviced apartmentsB&Bs and guesthouses
A handful of critical systems, a tight budget and an owner who simply needs someone reliable to call.
IT for B&BsWhat's included
Everything your hotel needs, under one fixed monthly fee
An all-inclusive support model with no per-ticket charges and no hidden call-out fees for in-scope work. One monthly fee covers the lot.
Unlimited helpdesk
Call, email or log a ticket as often as you need, day or night. No per-ticket charges or hourly caps for remote assistance.
Remote fixes
Secure remote access lets our engineers resolve most issues without a site visit: password resets, printer queues, PMS workstation faults and more.
Emergency on-site attendance
If we cannot fix it remotely, an engineer attends your property within the on-site time agreed in your SLA.
Proactive monitoring
Servers, switches, firewalls and WiFi controllers are monitored around the clock, so we act on alerts before they turn into guest complaints.
Patching and security updates
We handle critical patching and security updates for your servers and workstations, scheduled away from busy periods.
PMS and hotel systems support
First-line support for PMS, POS, key card encoders and interfaces, plus liaison with vendors. See PMS and hotel systems.
Guest and staff network care
Ongoing management of access points, bandwidth and network health. See network and WiFi.
Asset and licence records
An up-to-date record of every device, warranty and software licence on the property, so renewals never take you by surprise.
Quarterly strategy reviews
Regular meetings with your account manager to review tickets and performance and to plan upgrades before they become urgent.
Onboarding
How onboarding works
Moving to a managed programme is structured and low-risk. Cover starts with your most critical systems and nothing is switched off until it has been documented.
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1
Free assessment
We visit or call to understand your systems, pain points and operating pattern. No obligation. Book a visit.
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2
Proposal and fixed fee
You receive a written scope, a draft SLA and a fixed monthly fee for your property, with no hidden call-out charges.
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3
Discovery and documentation
We audit and document your network, devices, accounts and suppliers, and install our monitoring tools.
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4
Stabilise
We fix the quick wins found in the audit: missing updates, failing backups, weak passwords and unreliable WiFi spots.
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5
Go live
Your team gets the helpdesk number and a short briefing. From day one, the whole property is covered 24/7.
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6
Review and improve
Quarterly reviews track ticket trends, recurring issues and upcoming upgrades so the estate keeps getting more reliable.
Service levels
What response you can expect
Every contract includes a written service level agreement. Exact targets are agreed per property, but these are the commitments the programme is built around.
1-hour on-site in London
Support requests are picked up by an engineer within one hour, 24 hours a day, 7 days a week.
Priority for guest-facing faults
Issues affecting check-in, payments or the whole guest network are treated as critical and worked on until resolved.
Written on-site times
Where a remote fix is not possible, on-site attendance times are written into your SLA based on your location.
99.9% uptime focus
Monitoring and planned maintenance are aimed at 99.9% uptime for the core network and systems we manage.
Our team is based at 86-90 Paul Street, London EC2A 4NE. For London properties, see hotel IT support in London; we also support hotels across the rest of the UK.
Compare
Managed programme vs ad-hoc break-fix IT
Break-fix support can look cheaper until the night the PMS goes down. This is how the two models compare day to day.
| Managed 24/7 programme | Ad-hoc / break-fix IT | |
|---|---|---|
| Cost | Fixed monthly fee you can budget for | Hourly rates and call-out fees that vary month to month |
| Approach | Proactive: monitoring and maintenance prevent faults | Reactive: someone is called after something breaks |
| Out of hours | 24/7 helpdesk included | Often unavailable, or charged at premium rates |
| Response | 1-hour on-site response in London under a written SLA | Depends on engineer availability |
| Knowledge of your property | Documented network, devices and suppliers | Each visit starts from scratch |
| Security patching | Included and scheduled | Usually only done when something fails |
| Supplier liaison | We deal with PMS, broadband and hardware vendors | You chase suppliers yourself |
| Planning | Quarterly reviews and an upgrade roadmap | No forward planning |
Problems it prevents
Hotel problems the programme is designed to prevent
Hotel IT failures are rarely exotic. They are the same handful of issues, usually at the worst possible moment. The programme targets each one.
Guest WiFi is the most visible of these. Our guide to hotel WiFi problems and how to fix them explains the common causes in detail.
Front desk workstation failures
A frozen reception PC during the evening rush. Monitoring flags failing disks and overdue updates early, and the helpdesk can connect remotely straight away.
PMS outages and interface errors
When the PMS stops talking to key cards, POS or the channel manager, we diagnose the fault and escalate to the vendor with the evidence they need.
Payment terminals dropping offline
Card terminals that lose connection usually come down to the network. We keep the payment network segmented, stable and aligned with PCI DSS.
Guest WiFi complaints
Dead spots, slow speeds and login portals that fail. We watch access points and bandwidth and fix issues before they reach your reviews.
Key card encoder faults
An encoder that will not cut keys means guests cannot get into rooms. We support the encoder, the PC it runs on and its PMS link.
Check-in peaks under pressure
Friday arrivals and conference check-ins stress every system. We schedule maintenance away from peaks and prioritise anything that slows the queue.
FAQ
Managed 24/7 IT support: frequently asked questions
How is this programme different from your 24/7 helpdesk service?
The 24/7 helpdesk is one component: a support line staffed around the clock. The managed programme bundles the helpdesk with proactive monitoring, patching, on-site engineers, hotel systems support and quarterly reviews, under one fixed monthly fee and one SLA.
How much does managed IT support for a hotel cost?
Pricing is a fixed monthly fee, quoted per property after a free assessment. It depends on the number of rooms, devices, systems and sites. There are no hidden call-out fees for work within scope.
Do you support our existing PMS and suppliers?
Yes. We work with the systems you already have and act as the single point of contact with your PMS, broadband, telephony and hardware vendors. We only recommend changes where they solve a real problem.
What happens if an issue cannot be fixed remotely?
An engineer attends site within the on-site time set out in your SLA. Attendance for in-scope issues is covered by the monthly fee.
Is support really available 24/7?
Yes. Our UK-based team provides support 24 hours a day, 7 days a week, including nights, weekends and bank holidays, which are exactly the times hotels most often have no one technical on site.
How long does onboarding take?
It depends on the size and condition of your estate. Smaller properties can be onboarded quickly; larger or multi-site groups are phased so cover starts with the most critical systems first. Your proposal includes a timeline.
Related programmes and guides
Ready to stop firefighting hotel IT?
Book a free, no-obligation assessment. We will review your systems and give you a fixed monthly quote for your property.