A major investment group acquired several flagship, city‑centre hotels across Europe. Each property was deeply embedded within the Marriott managed ecosystem, relying on corporate frameworks for PMS connectivity, reservations data, telephony, networks, identity services and cybersecurity. As the hotels transitioned from fully managed operations to independent franchise status, the ownership group faced a complex challenge: separating each property from the corporate environment without disrupting operations, compromising security or affecting the guest experience.
Discovery and Assessment
TMB was selected as the technology partner to lead the transition. The engagement began with a detailed discovery process across all properties. Working closely with IT leadership and on‑site teams, we:
- Completed full infrastructure and system inventories
- Deployed low‑impact probes to baseline performance
- Mapped Marriott‑specific integrations and dependencies
- Identified operational risks and required cutover sequencing
This ensured no critical system was overlooked during the separation.
Transition Design and Programme Planning
TMB developed a phased transition programme covering:
- Data migration into the new franchise framework
- Infrastructure modernisation
- Identity and access restructuring
- Cybersecurity uplift and governance improvements
Reservation flows, identity services and operational data were transitioned carefully to maintain continuity for staff and guests throughout the process.
Telephony and Infrastructure Modernisation
Telephony across the estate was upgraded using a mix of cloud, hybrid and on‑premise 3CX deployments. Each system was integrated with relevant PMS platforms and designed to reduce cost while maintaining service levels. Legacy servers were decommissioned, licensing was rationalised and multi‑factor authentication was introduced to strengthen security and reduce administrative overhead.
Cybersecurity Uplift
Every property underwent a comprehensive security modernisation, including:
- Deployment of next‑generation firewalls
- Centralised management and monitoring
- 24/7 Security Operations Centre support
- Vulnerability management
- Cyber awareness training for staff
Once stabilised, each hotel moved onto TMB’s full managed service for continuous monitoring, round‑the‑clock support and regular strategic reviews.
Outcomes and Impact
The transition was completed without disruption to guests or day‑to‑day operations. Key outcomes included:
- Smooth separation from the Marriott corporate ecosystem
- Significant reduction in security incidents
- Improved system performance and reliability
- Increased confidence and efficiency among hotel staff
- Clear future roadmap aligned with ownership requirements
- A modern, scalable technology platform supporting ongoing digital development across the portfolio
The ownership group reported that operations ran smoothly from day one and that the hotels now have a robust, future‑ready technology foundation enabling continued innovation.
