As Snapfix embarks on an exciting new chapter with our move to our new Dublin headquarters, we are delighted to welcome our CEO, Brett Robbins, to Dublin from the U.S. to mark the occasion. His visit provided the perfect opportunity to reflect on Snapfix’s journey so far, our future ambitions, and how we continue to drive innovation in maintenance and facility management.
Back in June 2024, Snapfix co-founders Paul McCarthy and Cathal Greaney, with the support of the board, proudly appointed Brett as our first Chief Executive Officer. Based in New York, Brett brings a wealth of experience in real estate, retail, and hospitality, along with the leadership and vision to guide Snapfix into its next phase of growth. His appointment marks a pivotal moment in our evolution as we continue to scale and expand globally.
During a special sit-down interview, Brett shared valuable insights on emerging industry trends, the future of maintenance software, and his vision for Snapfix. He also discussed leadership, company culture, and the exciting opportunities ahead in 2025 and beyond.
Check out the full Q&A below to hear Brett’s thoughts on innovation, teamwork, and the evolving landscape of hospitality and facility management.
Looking towards the future, Snapfix is focused on expanding its impact beyond traditional hospitality. While many associate hospitality with hotels, we see it as a broader concept. It's about delivering outstanding service across industries where customer experience matters. Whether it’s a hotel, a residential care home, or an urgent care facility, hospitality means creating an efficient and welcoming environment for every guest, patient, or customer. We aim to be at the center of how service-driven businesses deliver exceptional experiences.
Great hospitality requires consistency. A guest or patient might have had five great experiences, but one negative interaction—like an unclean facility or unresolved maintenance issue—can change their perception. That’s why hospitality businesses must operate 24/7, ensuring top-notch service at all times. Snapfix helps by providing a clear, organized system that enables teams to communicate, stay accountable, and maintain high standards. The most successful service businesses don’t settle for ‘okay’—they strive for ‘wow,’ and Snapfix helps make that possible.
One of the biggest trends I've observed in maintenance and facility management is the rising cost of labor and materials, a challenge that started before COVID but was exacerbated during the pandemic. This impacted industries across the board, especially hospitality, where businesses saw lower margins despite a strong return in demand. While guests are eager to travel again, the cost of maintaining operations, including labor and supply chain disruptions, has not stabilized at the same rate.
Inflation remains a factor, with wages not keeping pace with the cost of goods and services, which could eventually impact demand. For businesses like hotels, balancing increased demand with rising operational costs is critical. Simply raising prices isn't always an option, so optimizing processes and improving margins must be a priority.
At the same time, the demand to meet guest expectations is even higher. With online review platforms and visual websites like Instagram and Tik Tok, guests have greater visibility into experiences before they even step through the door. This creates an ongoing challenge for businesses to deliver flawless service at all times. Every team member must play a role in maintaining the facility—whether it's reporting a spill, fixing a light, or addressing guest concerns in real-time. The most effective organizations empower their teams to resolve issues immediately, ensuring the best possible experience for guests.
Speed is key. In environments with hundreds or thousands of guests moving through daily, outdated systems like pen-and-paper simply don’t cut it anymore. Fast, simple solutions that allow teams to capture and resolve issues in seconds are essential. Hotel Managers, in particular, juggle countless responsibilities, and anything that streamlines their workload can be very powerful. Instead of getting buried in spreadsheets, GMs can focus on ensuring everything runs smoothly and guests have the best possible experience.
AI will play a significant role in every sector, including maintenance software. However, while AI has made some tasks easier, many professionals don’t yet feel that their workload has decreased meaningfully. The key challenge (and opportunity) is applying AI in ways that genuinely simplify daily operations.
For managers, the most pressing question each day is: What’s happening in my building? Future advancements in AI should help by organizing vast amounts of data into quick, digestible updates—whether through a short briefing, a summary report, or even an audio recap. This will enable managers to walk into work with clear priorities and insights, rather than spending time sifting through reports.
Our responsibility in maintenance software is to take powerful AI models and apply them in a way that truly makes our customers' lives easier.
While other industries have seen major technological advances, core hotel operations remain highly manual. Housekeeping, maintenance, and guest services still rely on traditional methods which can lead to inefficiencies. This is where Snapfix aims to innovate—by streamlining hotel operations, making teams more efficient, and ultimately improving the guest experience.
Hotels have also had to adapt in response to competition from vacation rentals like Airbnb, which surged during the pandemic . However, hotels are now regaining market share by focusing on full-service experiences and personalization. The challenge for larger hotels is delivering the level of customization that customers enjoy in boutique stays. By freeing up time spent on maintenance and operational tasks, solutions like Snapfix allow teams to focus on enhancing guest experiences and personalization, creating a competitive advantage in the evolving hospitality landscape.
Snapfix has already transformed maintenance and operations, it began as a straightforward tool for managing reactive maintenance tasks, addressing common issues like plumbing problems or faulty equipment. It was initially aimed at those dealing with immediate building maintenance.
As Snapfix evolved, it began supporting a wider range of staff, including those interacting with guests, enabling quick capture and sharing of relevant information for seamless operations. As more people begin to use the app, we aim to make it even more accessible with one of the most exciting developments in the roadmap being the enhancement of multilingual support.
Snapfix recognizes the diversity of teams working in these environments, often with varying levels of comfort in the dominant language. To bridge this gap, Snapfix emphasizes visual communication, allowing staff to capture and convey information through photos, voice notes, videos, and QR codes. This reduces language barriers and ensures that every team member, regardless of their language proficiency, can contribute to the solution and share insights effectively.
With real-time reporting, Snapfix improves the accuracy of information shared with guests. Staff can now provide updates about room readiness, moving away from vague estimates and offering clear, transparent communication that enhances the guest experience.
In addition to improving communication, Snapfix is rolling out Comply, a new feature that focuses on compliance management. Compliance is critical for property owners and operators, and Snapfix is making it easier to stay on top of evolving regulations. With Comply, users will have the tools to ensure their facilities meet local and global compliance standards, helping to reduce risk and maintain safety. This feature will provide organizations with a streamlined way to manage everything from fire safety to specific local regulations, ultimately promoting better safety, security, and a better guest experience.
My leadership philosophy focuses on hiring and developing exceptional talent. I focus on identifying the single most critical skill a role will require for the next 24 months and seek individuals who excel in that area. By placing people in positions where they naturally thrive, they not only contribute at a high level but also find greater satisfaction in their work. Strength-based development is key—rather than fixating on weaknesses, I aim to amplify each team member’s strengths to maximize their impact.
Equally important is developing a culture of transparency and constructive conflict. I believe that open and direct communication drives innovation, ensuring that every team member, regardless of level, feels empowered to share their perspectives. Innovation comes from discussion and debate, not always from agreement. I actively encourage an environment where differing viewpoints lead to better solutions.
To fuel creativity, we deliberately create spaces for strategic discussions that are not tied to daily execution but focused on long-term innovation. These structured brainstorms allow ideas to flourish beyond immediate business needs. Ultimately, great organizations grow when people feel safe to challenge ideas, engage in meaningful dialogue, and contribute in ways that align with their natural strengths.