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HTS Managed › Case studies › Showboat Renaissance LLC
Hospitality & mixed-use property · Atlantic City, NJ

A boardwalk property with seven different problems, one HTS agreement, and a helpdesk that just works

The Showboat Renaissance property on the Atlantic City boardwalk runs the full mix — hospitality, residential activations, tenants, and back-of-house ops — and so does the IT and physical-security estate that goes with it. HTS consolidated it all under one managed-services agreement.

Scale: Well over a thousand endpoints · multi-year engagement · hospitality

The shape of the engagement

HTS runs the full IT and physical-security stack at the property. The agreement is multi-product, with one addendum per active product. The team handles the day-to-day so the property staff doesn't have to.

Industry
Hospitality, mixed-use
Site
Atlantic City, NJ
Engagement length
Multi-year, ongoing
Deployment scale
Well over 1,000 endpoints

What we walked into

When HTS first walked the property, the deployment story was familiar to anyone who's worked a multi-tenant hospitality site: cameras from three different vendors, switch firmware several major releases behind, firewalls that hadn't been patched in a year, and a workstation fleet the prior MSP had stopped touching.

There was no asset inventory. No patch cadence. No onboarding workflow for the apartment tenants who cycle in and out. The previous arrangement had been break-fix.

Ownership's mandate was simple: get the property to a defensible operational state, and prove that a single managed-services partner could run the whole stack.

What we did

HTS set the property up on a multi-product HTS Managed agreement — one addendum per product, one monthly bill. The deployment spans Sentinel (managed Verkada monitoring), NetOps (Meraki switches, firewalls, and wireless), RMM (workstation and server fleet), Helpdesk, AccessOps, BadgeFlow, and HTS Cellular.

In the first 90 days, the NOC brought the full inventory of cameras, switches, firewalls, access points, workstations, and servers under one management plane. Patching, firmware, and configuration baselines were applied from a single source of truth.

The apartment-activation workflow was rebuilt as a fixed ConnectWise ticket sub-type, so tenant move-in and move-out is now a five-minute ticket instead of a half-day email chain.

What changed

Three years in, the property runs on HTS Managed end-to-end. The day-to-day for the property staff looks like this:

Routine issues close themselves
Most of the day-to-day ticket volume is automated. The RMM agent catches the things humans used to miss — the switch that's about to reboot, the camera that's gone offline, the workstation that's behind on patches — and routes them to the NOC before anyone at the property notices.
One bill, one agreement, one console
Instead of juggling three vendors for cameras, network, and workstations, the property sees a single monthly bill that decomposes by product line. The team has a single phone number to call.
Tenant move-ins are a five-minute ticket
The apartment activation workflow runs through a fixed sub-type in ConnectWise. Move-in, move-out, badge provisioning — all auditable, all on the same dashboard.

“We were paying three vendors to argue with each other. Now HTS owns the whole stack and the tickets just close.”

— Property IT lead, Showboat Renaissance LLC

Want a deployment like this for your IT and physical security?

One agreement. One bill. One pane of glass. HTS will design a managed-service plan for your sites, your stack, your budget.

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