2024_External Newsletter_Issue 302024-04-05T18:07:21+00:00

The Cloud Five

Issue 30

A quarterly newsletter designed to keep Cloud5 customers and friends in the know, including important company updates, exciting wins and things to come.


A Message from the CEO, Mark Holzberg


I’m writing this at the end of Q1 – one of the most exciting quarters we’ve had in a long time.

First of all, I’m glad to share that in late February, we officially launched our first Managed Service Provider client, HEI Hotels & Resorts. We’re now handling IT support for roughly 90 of HEI’s properties, through our new managed service desk in Chesterfield, Missouri. To HEI, I’d like to extend a special welcome! We look forward to a long and productive partnership.

While we’ve long delivered some MSP services in relation to our network management and monitoring, our MSP division offers a full suite of IT Managed Services – including device management; security; backup and recovery; vendor managment; and project management. Additionally, we provide complete asset lifecycle management and Service Now as a Service, which is supported by our internal MSP and Service Now development teams. For properties that might be interested in these services or outsourcing their IT workload, let’s connect; we look forward to chatting with you.

As we look at the major trends affecting hotels across the country, one of the things we’re noticing is that group travel is looking strong for the rest of the year and into 2025. With all this new group activity, you might find that your property needs enhanced Wi-Fi support. That’s something our team can help with. We work with clients to adjust and scale up their networks to support the needs of incoming groups, and then help them scale back down once the event is over. We also have a conference scheduling tool that allows onsite IT teams to control and customize their network internally. We’ll highlight this more in the product section of our newsletter below, but I wanted to remind you of this specific capability as we head into the year’s busy “event season”.

In my last message, I also talked about how equipment is becoming more readily available. Over the last few months, our install teams have been working at a breakneck pace to close out our installation backlog. In fact, since the start of the new year, we’ve completed almost 100 new installations. We’re also excited to announce we’ve welcomed 57 new customers to our TECH business unit, and our Contact Center business unit is ramping up for a return to growth with one of our long-time clients – by adding 13 new training classes to support one of the world’s major global travel and financial services companies.

Finally, I’d like to touch briefly on where Cloud5 is headed in 2024.

Over the past year or more, we’ve been asking clients how we can better serve them. What we’ve heard consistently is that our clients don’t just want another solutions provider – in fact, they’d like to work with far fewer vendors. Instead, they’re looking for a true partner – one that can dive deeply into their business and help them think strategically, plan for the future and fill their gaps – both technical and operational – as needed.

Our MSP is a part of this effort, but we’re also making other changes. For example, going forward, many of our clients will have a strategic account manager dedicated to their account. Don’t worry – you probably already know these folks well. This will give you a single point of contact at Cloud5 who knows your business and your team and can work with you to help you achieve the connectivity and technical goals of your business.

We’ll also be hosting quarterly business reviews to gather better feedback about your properties – what’s working, what’s not, and how we can plug in to help.

And finally, we’re committed to continuing to develop solutions and services that meet the needs of the industry and address the pain points of our customers.

Helping lead this effort, we’re excited to welcome Fred Reeder to the team as our new SVP of Sales and Commercial Development. Fred brings deep experience in sales management as well as strong industry knowledge from his days at Nomadix, where he served as President. He’ll be supporting our pivot to more consultative, strategic sales engagements, and we’re excited to see all the growth he’ll help us develop.

As always, I want to thank you for your continued support – you’re the reason we do what we do. Until next quarter, be safe and be well.

Mark Holzberg

Managed Services

Cloud5’s MSP Overview

As hotel businesses navigate today’s increasingly complex IT landscape, they need a trusted, proven partner to help manage and support their communications and technology stack.

That’s where we come in.

We’ve put together a brief video highlighting our MSP offerings. Check it out!

Cloud5 Launches 24/7 Managed Service Desk

Since September, our team has been busy hiring, training and implementing new technologies, and we’re thrilled to announce the launch of our 24/7 Managed Service Desk, staffed with expert Tier 1 and Tier 2 support crew. Pictured to the left are just a few of our team new MSP team members!

Have you Downloaded our New MSP eGuide?

This helpful guide explores the most pressing challenges confronting hospitality IT departments, and provides practical solutions.

Recent Installs

We’re proud to partner with properties all over the US and North America for their technology and telecommunications needs. In Q1, we’ve added 57 new customers to the Cloud5 family and completed almost 100 new installs.

See some recent installs and new clients below:


JW Marriott Essex House New York

JW Marriott Essex House, New York, a 42-story luxury hotel on Central Park South. This historic property, known for 5-star amenities and Art Deco-inspired décor, offers a unique experience in Midtown, NYC, with stunning views of Central Park and Manhattan. Cloud5 worked with JW Marriott Essex House to install and support the HSIA Network, enhancing the Internet experience for guests throughout the property. Thank you to the Essex House team for trusting Cloud5 with your business!


Outrigger Reef Waikiki Beach Resort

Outrigger Reef Waikiki Beach Resort is a contemporary beachfront retreat rooted in Hawaiian music, food & culture. The 18-story building offers 180 degree views of the Pacific Ocean, city scenes of Waikiki, and majestic views of Diamond Head. Cloud5 provided the property with Mitel Hosted PBX. We thank the Outrigger Reef Waikiki team for trusting Cloud5 with your business!



Our Contact Center division is thrilled to announce its new partnership with LivAway Suites®, the innovative economy-extended stay hotel brand created “for developers, by developers.”

We are excited to embark on this journey with LivAway Suites and look forward to elevating guest service experiences together. Thank you for choosing Cloud5 as your trusted partner for voice reservations and guest relations.


Conference Internet Services

Group travel is poised to make big gains in 2024 and beyond, with many brands and management companies reporting bookings well into 2025.

If your property’s Wi-Fi infrastructure needs a boost to accommodate upcoming meetings or events, Cloud5 can help. Our Conference Internet Services team works directly with event managers and/or on-site AV teams – scaling up to meet the needs of incoming groups, and back down once they’ve departed. Let us take care of all the technical details to ensure your groups have a superior connectivity experience.

Q1 Hospitality Trends

Read about the top five trends set to impact hospitality this quarter.

In the Press

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