How The Landmark Hotel Reduced Insurance Risk and Improved Guest Satisfaction with Snapfix

OPERATIONS

The Landmark Hotel replaced paper notes, phone calls and scattered messages with Snapfix. Maintenance issues are now logged, assigned and resolved in real time, and fire safety walks are verified with NFC tags.

Why it matters: Maintenance requests were getting lost across Slack, phone, email and paper, and fire safety checks could be ticked off without being done. Unresolved issues risk lost bookings and insurance claims, so Snapfix gave the team one accountable system for every task.

Snapfix is a mobile app where any staff member takes a photo of an issue, assigns it to a person and adds a location. The Landmark uses it for reactive and planned maintenance, NFC-tagged fire safety walks, standard operating procedures, room inspections, guest requests and lost and found.

Top 3 Core Objectives: The Landmark needed one simple system to stop maintenance issues getting lost and to prove that safety checks were being done.

Centralise maintenance requests: Requests were spread across Slack, phone calls, email and paper notes, so issues were often lost, overlooked or delayed.
Verify fire safety checks: Fire safety checks had no real-time tracking, and staff could tick a box without proof, especially on night shifts.
Easy adoption for staff: Other digital tools were complex and needed lengthy training, so the system had to work for every staff member from day one.

Innovators Mentioned

The Landmark Hotel

Snapfix

John O Grady

General Mnager

The Landmark Hotel

"One of the key points for me is insurance. The excess in most properties would be a minimum of 10 grand, and you never see that 10k again. To get it back, we’d have to turn 100k in net sales. That’s what I love about Snapfix. It minimises the chances of that happening, because the staff are looking for these issues and recording them."

John O Grady

General Mnager

👍 General Mnager John O Grady said that Catching hazards early protects the hotel from costly insurance claims.:

"One of the key points for me is insurance. The excess in most properties would be a minimum of 10 grand, and you never see that 10k again. To get it back, we’d have to turn 100k in net sales. That’s what I love about Snapfix. It minimises the chances of that happening, because the staff are looking for these issues and recording them."

⚖️ The selection process: During their research process, John O Grady evaluated Snapfix's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Snapfix was the best fit solution:

General Mnager John O Grady said, about their decision: "I was sort of dubious at the beginning, but to be honest, it’s so easy to use. I thought I’d have to go around every single staff member to explain it. It’s really, really slick and very easy to use. To take Snapfix out of a property would be a crazy decision."

📈 The results: Snapfix moved the hotel from reactive to proactive maintenance, with every task tracked and assigned in real time. Accountability improved, insurance risk fell and guests noticed faster fixes.

Issues that once slipped through the cracks are now logged, assigned and resolved in real time, meaning fewer guest complaints and better online reviews.
Fire safety walks are verified with NFC tags, creating clear accountability and reducing insurance risk.
Maintenance trend reports help plan contractor and staffing needs around peak times, keeping unnecessary costs down.