HHM Hotels IT Main Responsibilities

• Email, Cloud Storage and Corporate application access for  employees.

• Procurement and support for laptops, desktops and servers.

• Procurement and support for networks at corporate offices and hotel front and back offices.

• Selection and assessment of Managed Services Providers (MSP) at certain hotels.

• Hotel Technology (PMS, POS, HSIA, key locking) project planning, escalation and general guidance as needed.

How to get IT Support

Email

Send an email to support@hhmhotels.com to open a ticket.

Chat & Chatbot

Using the Chat bubble found at the lower right corner of Inside HHM, our customers can quickly find answers to commonly asked questions from our Chatbot or talk to someone from the HHM Hotels IT Support team right away.

Phone

Customers can leave a voicemail message for our Support Team to review by calling 717-412-5510

Emergencies

For IT issues that impact revenue or guest satisfaction, customers can contact our Manager on Duty by calling 717-412-5510 and selecting option 9. Each week an HHM Hotels IT team member is available during and after business hours to assist with emergencies. Our MOD typically responds within 15 minutes.

Hours

The HHM Hotels IT Team is located on the east coast and is available to assist customers from 8AM until 5PM eastern.

Do’s and Don'ts of contacting HHM Hotels IT

When contacting HHM Hotels IT make sure to include:

• As much detail and information about the issue you are having.

• Your location / property name or number.

• Your computer hostname. 

• When your issue began happening.

• Any specific errors or screenshots of your issue

• Any ticket numbers you have open with a vendor.

• Any steps you’ve taken thus far to try to resolve your issue.

• The best way to get in touch with you (Phone Number, Email Address, Google Chat)

• If you have an MSP ( ESP, Lefcon, Miles, etc) please contact them first, unless its related to Google Workspace ( Email, Docs, Chat, etc) or other HHM business Apps.

When contacting HHM Hotels IT avoid:

• Avoid being overly general or vague.

Velocity

Velocity Support

Velocity can be your main contact for any and all internet and phone provider issues at the property.  You can contact the Velocity NOC and they can help you get in touch with the correct person/vendor and see the problem through to resolution.

Velocity TEMS

Velocity also does Telecom Expense Management Services (TEMS).Velocity will have all the telecom related services and vendors billed to Velocity directly.

Essentially - if you have an internet or phone related  issue, reach out to Velocity first. They will continue to work with the appropriate provider or vendor until the issue is resolved.

NOC@velocitymsc.com
1-877-375-3854 op 1. (24/7/365)