Project Overview
Client
5* Hotel in Manchester
Project
Major Modernisation of 6 Lifts
Project Duration
12 Months
Completed
2025-2026
The Challenge
The client was experiencing increasing concerns regarding the reliability and long-term sustainability of six passenger lifts serving a busy luxury hotel environment. At approximately 15 years old, the lift control systems had become obsolete and operated on a closed-protocol platform, making it increasingly difficult to source replacement parts, carry out effective repairs, and integrate modern diagnostic technology.
As a prestigious hotel accommodating a high volume of guests, VIP visitors, and back-of-house operations, lift availability was critical to maintaining service standards and guest satisfaction. Any lift downtime had the potential to negatively impact the guest experience, disrupt hotel operations, and create reputational risk.
The client recognised that continuing to maintain the ageing equipment would become increasingly costly and unreliable. They required a modernisation solution that would improve reliability, future-proof the lift systems, reduce the risk of unplanned breakdowns, and ensure the lifts continued to meet the operational demands of a busy, high-profile hotel environment.
Following a competitive tender process involving Vertical Lift Services (VLS) and four major national lift companies, VLS demonstrated a highly personalised approach. The Founder and Managing Director personally surveyed the lifts, prepared the costings, attended all site meetings, and remained directly involved throughout the pre-contract process, providing the client with confidence that the project would be managed with accountability, expertise, and a clear understanding of the hotel’s operational requirements.
Our Approach
Vertical Lift Services (VLS) adopted a structured and collaborative approach from the initial enquiry through to final handover, ensuring minimal disruption to the hotel’s daily operations while delivering a complete modernisation of six lifts.
Initial Engagement and Tender Process
The project commenced when the hotel invited VLS and four major national lift companies to participate in a competitive tender process for the modernisation of six passenger lifts. From the outset, VLS took a hands-on approach, with Founder and Managing Director Andy Verey personally leading the process. The initial stage included:
- Comprehensive lift surveys of all six units
- Detailed condition assessments of the existing equipment
- Identification of obsolete and closed-protocol components
- Review of operational requirements for guest, VIP, and back-of-house lifts
- Multiple site meetings with the hotel's management and engineering teams
- Development of a bespoke modernisation proposal designed around the hotel's operational needs
Unlike larger national competitors, the client dealt directly with the VLS Founder/MD throughout the tender process, ensuring clear communication, accountability, and confidence in the proposed solution.
Project Planning and Design
Following the successful award of the contract, the VLS project department worked closely with the client to develop a phased modernisation programme. The planning phase included:
- Detailed project design and engineering reviews
- Procurement of all major equipment and materials
- Production scheduling with manufacturers
- Development of lift shutdown and sequencing plans
- Risk assessments and method statements
- Stakeholder meetings to coordinate works around hotel occupancy and operational requirements
A phased delivery programme was agreed to ensure lift availability was maintained throughout the project, minimising disruption to guests and hotel staff.
Delivery and Installation
Once materials were delivered, VLS commenced the modernisation programme. Key works included:
- Removal of obsolete control equipment
- Installation of new open-protocol control systems
- Replacement of drive systems and associated electrical equipment
- Upgrading of landing and car operating equipment
- Integration of modern diagnostics and fault-finding capabilities
- Comprehensive testing and commissioning of each lift
Throughout the works, VLS maintained regular communication with the client’s management team, providing progress updates, programme reviews, and operational coordination meetings.
Testing, Commissioning and Handover
Following installation, each lift underwent extensive testing and commissioning to ensure compliance, performance, and reliability. The final stages included:
- Functional testing of all lift systems
- Safety inspections and compliance verification
- Reliability testing under operational conditions
- Client demonstrations and training
- Completion of project documentation
- Formal handover of each lift back into service
Project Completion
The modernisation programme was successfully completed with all six lifts returned to service. The new equipment provided the hotel with a future-proofed solution, improved reliability, enhanced diagnostic capabilities, and reduced maintenance risks associated with obsolete equipment.
The project was delivered whilst maintaining hotel operations and protecting the guest experience, including the requirements of VIP guests and back-of-house services. Following completion, VLS met with the client to review the project and received highly positive feedback, with the hotel expressing its satisfaction with both the quality of the installation and the professionalism demonstrated throughout the works.
This successful project demonstrated VLS’s ability to compete against and outperform larger national lift companies by providing expert technical knowledge, direct senior management involvement, proactive communication, and a customer-focused delivery approach.
The Result
The modernisation of the six passenger lifts was completed successfully, delivering a reliable, future-proof solution for one of the hotel’s most important operational assets. The replacement of the obsolete closed-protocol equipment significantly improved lift performance, reliability, and maintainability, providing the client with confidence that the lifts can continue to support the demands of a busy luxury hotel environment for many years to come.
Throughout the project, lift availability was carefully managed to minimise disruption to hotel operations, ensuring that guest services, VIP movements, and back-of-house functions remained fully supported. The completed modernisation has reduced the risk of unexpected breakdowns, improved fault diagnostics, and provided access to readily available replacement parts and technical support.
The project was delivered on programme, to a high standard of workmanship, and with a strong focus on communication and client satisfaction. Regular progress meetings, transparent reporting, and direct involvement from the VLS MD, Operations Director and Projects Department ensured the client remained informed and confident at every stage of the project.
Beyond the technical success of the modernisation, the project strengthened the relationship between Vertical Lift Services and the hotel. The client valued the hands-on approach, responsiveness, and accountability demonstrated by VLS throughout both the tender process and project delivery. Competing against four significantly larger national lift companies, VLS distinguished itself through personal engagement, technical expertise, and a commitment to understanding the hotel’s specific operational requirements.
Following completion and a formal project review meeting, the client expressed its satisfaction with both the quality of the installation and the professionalism of the VLS team. The successful delivery of the project has established VLS as a trusted partner, creating a foundation for a long-term working relationship and future collaboration across the client’s lift portfolio.
Client Testimonial
The successful modernisation of our six passenger lifts was a complex project carried out within a busy five-star hotel environment where maintaining guest service was critical. Throughout the project, Vertical Lift Services demonstrated professionalism, technical expertise, and a clear understanding of our operational requirements. Their phased approach ensured minimal disruption to guests and colleagues while delivering a significant improvement in lift reliability and performance. The team communicated effectively throughout, and we were particularly impressed by their hands-on management, responsiveness, and commitment to delivering a high-quality outcome. We would have no hesitation in recommending Vertical Lift Services for similar projects.
General Manager, 5* Hotel in Manchester
