Smart Facility Maintenance for Hospitality Excellence

Client Overview

The Challenge

Golden Entertainment operates multiple casino and hospitality properties across the United States.
At the Pahrump Nugget Casino, the maintenance team was handling a large volume of requests across departments — from guest service areas and gaming floors to restaurants and mechanical rooms.

The major challenges included:

• Manual request submission and task assignment processes.
• No visibility into technician response times or service-level compliance.
• Lack of standardized preventive maintenance scheduling for key assets.
• Minimal reporting and accountability across facility teams.
• Reactive maintenance resulting in unplanned downtime and higher costs.

Golden Entertainment needed a centralized digital system to streamline facility and maintenance operations, track assets, and provide management with real-time performance reports.

The DreamzCMMS Solution

DreamzCMMS implemented a Facility and Asset Management System for the Pahrump Casino to automate request handling, technician scheduling, and asset maintenance workflows.
The system brought together all facility and maintenance data into one platform, accessible via web and mobile applications for technicians and managers.

Core Modules Implemented

1. Service Request & Work Order Management

• Casino staff can log maintenance or repair requests directly from the DreamzCMMS web portal or mobile app.
• Requests include detailed issue descriptions, location tags, and asset information.
• Supervisors review and convert requests into work orders, assigning them to technicians with due dates and priority levels.
• Technicians update progress with photos, notes, and completion remarks through the mobile app.
• Every work order is tracked end-to-end, providing a complete maintenance history and transparency across departments.

2. SLA Dashboard & Incident Analytics

• The SLA Dashboard provides real-time visibility into performance metrics such as response time, resolution time, compliance rates, and overdue work orders.
• The Incident Work Order Report consolidates all maintenance activities, technician details, and status updates for management review.
• Frequency Trend Reports track daily or hourly maintenance volumes, helping identify peak request times and resource allocation needs.
• Productivity Reports summarize technician workload and performance efficiency.
• Executive Summary Reports classify requests into guest-facing and non-guest tasks, helping prioritize critical service issues.

3. Asset Maintenance Management

• Tracks all key facility and gaming assets such as HVAC systems, elevators, lighting fixtures, kitchen appliances, and gaming floor machines.
• Each asset record includes details like make, model, installation date, service frequency, and maintenance history.
• Preventive maintenance schedules are automatically generated to reduce downtime and extend asset life.
• Cost and downtime reports assist managers in evaluating repair-versus-replace decisions and budgeting future maintenance plans.

4. Automated Reporting & Alerts

• DreamzCMMS automates daily and weekly reporting for service requests, incident frequencies, technician productivity, and SLA compliance.
• Reports are delivered via email to department heads and management in Excel and PDF formats.
• A Department-Wise Closed Order Summary and Request Activity Report allow for easy tracking of task completion rates and performance.

Key Features Utilized

• Service Request & Work Order Management
• SLA Tracking and Compliance Dashboard
• Incident Frequency and Productivity Reports
• Department-Wise Performance Analysis
• Preventive Maintenance Scheduling
• Asset Lifecycle and Maintenance History
• Automated Email Reports (Daily)
• Excel/PDF Report Exports
• Real-Time Web & Mobile Dashboard

Key Results / Outcomes

• 30% faster response time for facility maintenance issues.
• Improved SLA compliance through real-time tracking and automated alerts.
• Reduced unplanned downtime via structured preventive maintenance schedules.
• Centralized visibility of work orders and asset health across the property.
• Higher technician accountability with performance-based reporting.
• Fully digital reporting system for compliance and management reviews.

Technology Stack

• DreamzCMMS Cloud Platform
• Android/iOS Technician Mobile App
• Role-Based Web Access for Managers and Supervisors
• SLA & Reporting Dashboard Engine
• Automated Email and Report Scheduler
• Secure AWS Hosting