How Rounds Improves Guest Security and Experience

At the heart of downtown Raleigh stands the Raleigh Marriott City Center, a bustling hub of activity with 401 guest rooms, 17 floors, and over 15,000 square feet of banquet space. Connected to the Raleigh Convention Center, this full-service hotel serves as a gateway to the city’s vibrant cultural and business scene. For Rich O’Donnell, Director of Security, ensuring smooth operations in a space of this scale is no small feat.

Dead Spots Lead to Communication Breakdowns

Before adopting Relay, the hotel faced significant communication hurdles. Staff relied on a patchwork of personal and company-issued cell phones, which often faltered due to the building’s concrete construction. “Our lower levels were dead zones,” Rich recalls. “It made responding to situations in those areas nearly impossible. We even explored traditional radios, but the startup costs were prohibitive.”

“When you have a property of this size, security and communication are key. “We’re not just managing guest experiences; we’re managing emergencies, large events, and daily challenges that require seamless coordination.”

– Rich O’Donnell, Director of Security at Raleigh Marriott City Center

Enter Relay: A Game-Changer for Hospitality Safety and Security

What started as a search for a reliable communication tool evolved into a comprehensive solution for security and operations. “Relay came in and did a demonstration, and we quickly realized the potential,” Rich says.

Little did they know, choosing Relay would result in a strong, long-term partnership between the property and Relay team. This adaptability has been a game-changer for the hotel. “It’s not just about solving one problem—it’s about having a modern, software-based ecosystem that grows with us,” Rich says.

Rich appreciates how Relay continues to evolve with the hotel’s needs. “When we started, it was just a communication device. Over time, Relay introduced features like panic alerts and precise geolocation for alarms,” Rich notes. “We even worked with the Relay team to develop Rounds. They’re incredibly responsive and always looking for ways to improve.”

Automating Security Guard Patrols with Rounds

Before Relay, tracking patrol rounds—a critical part of hotel security—was also a challenge. “We relied on the honesty and integrity of our team to report rounds,” Rich shares. “They’d document patrols in our daily activity report, but there was always a question of accuracy. It was integrity-based reporting, but not failproof.”

Rounds has revolutionized how Rich manages and monitors guard patrols for the expansive property. “Now, as officers walk the building, their locations are tracked in real-time,” Rich explains. “If a patrol hasn’t been completed on time, Relay sends an audible reminder to all devices. It’s a gentle nudge that ensures everything gets done.”

The benefits were immediate. “For me, it’s made life so much easier,” Rich says. “I can pull up the dashboard to see exactly when and where a patrol was done and by whom. It’s no longer about memory or estimates—it’s precise and reliable.”

Putting Relay to the Test in High-Pressure Situations

Relay’s impact extends beyond rounds. From panic alerts to team coordination, the system has proven invaluable in high-pressure situations. Rich recalls a recent incident:

“One of our banquet managers accidentally triggered a sprinkler system while moving a table. Water was spraying everywhere. Using the panic alert on his Relay device, he signaled for help. Within moments, a team was on-site, mitigating what could have been extensive damage. Without Relay, it would have taken much longer to mobilize.”

Relay’s incident response codes have also transformed how the hotel responds to emergencies. “During fire alarms, communication used to be chaotic, especially when we relied on cell phones,” Rich explains. “Now, we activate Code Red, which pulls everyone onto the same channel. It ensures that critical information is shared instantly, and we can address problems faster.”

Creating Safe, Seamless Guest Experiences in the Heart of Raleigh

After nearly five years with Relay, Rich is unequivocal in his recommendation. “Relay has transformed how we operate,” he says. “It gives me peace of mind, knowing that we’re efficient, connected, and ready for anything. If you’re in the hospitality industry, it’s a game-changer.”

From housekeeping to valet staff. “It’s brought everyone into the loop,” Rich says. “When you’re running a large operation, having a unified communication system makes a world of difference. It eliminates confusion and helps us work as one team.”

For skeptics within the team, the results spoke for themselves. “Some of my biggest naysayers are now Relay’s biggest fans,” Rich shares with a smile.