For FWO’s Marco Polo resorts we built a hotel management system that runs from the guest’s online booking to the final invoice. Guests book and pay on marcopoloresorts.com through the HBL payment gateway, door locks follow the booking record, and every resort works in one system. Head office can see guests and room use across all eleven resorts.
The client
Frontier Works Organisation (FWO), headquartered in Rawalpindi, owns the Marco Polo resorts in northern Pakistan. Eleven resorts are listed publicly, in Murree, Kaghan, Skardu, Mansehra, Abbottabad, Gilgit, Hunza, Passu, Swat, Batakundi and Naltar.
We also built the public booking website, marcopoloresorts.com. See our website development work.
The problem
Running eleven resorts in the mountains brings four practical problems:
- Doors and guests. Room access had to follow the guest record, opening at check-in and closing at check-out.
- The same rules everywhere. Check-in at 2:00 pm, check-out at 12:00 noon, ID on arrival and advance payment to confirm a booking had to apply at every resort.
- Online booking without manual work. Guests search and pay on their phones. Bookings had to confirm themselves, with no phone calls and no manual payment matching.
- Visibility for the owner. FWO needed to track guests and see how each hotel is used across all areas.
What we built
Resort and room setup
Hotels, floors, room numbers and room types are defined once. Categories such as Deluxe, Junior Suite, Garden, Executive and Presidential each carry their own capacity and tariff.
Reservations and booking diary
Bookings hold the guest, contact, rooms, number of guests, dates and booking type, including walk-ins. One booking can hold several rooms, and the diary shows reservations by date.
Booking website with HBL payments
On marcopoloresorts.com guests pick a location, dates, adults, children and rooms, search availability and book. Payment through the HBL gateway means bookings arrive already paid and are created automatically.
Door-lock integration
The door-lock system is connected to the hotel system, so room access starts at check-in and ends at check-out.
Front desk and room plan
One set of screens covers guest details, rooms, payments, check-out and a log book. A colour-coded room plan shows rooms as vacant, reserved, occupied, dirty or under maintenance, with guest balance and occupancy.
Restaurant, staff and accounts
Food orders and other items are recorded in the same workflow as the stay. HR and payroll, and an accounts engine with chart of accounts, vouchers, banks, invoices and reports, come from our ERP, so room revenue and food sales post to the books without re-entry. See our ERP software.
Roles across resorts
Permission roles decide who can open, change or approve actions. Head office sees every area and each resort team sees its own.
How it works
- Book: the guest selects resort, dates, guests and rooms on the website.
- Pay: payment goes through the HBL gateway.
- Confirm: the booking is confirmed and the room is reserved on the diary.
- Check in: the front desk verifies ID and checks the guest in.
- Room access: the door lock opens for the incoming guest.
- Check out: access ends and extra charges are settled.
- Invoice: the folio becomes an invoice and updates the accounts.
What changed
- Online booking is automated, with no manual payment step.
- Door access is tied to the booking, check-in and check-out.
- Each guest is managed from check-in to check-out on one booking record.
- Guests and hotel use are visible across all resorts in one view instead of resort-by-resort reports.
Key facts
| Client | Frontier Works Organisation (FWO), Marco Polo resorts |
|---|---|
| Resorts | 11, Murree to Hunza |
| Room categories on the booking site | 6 |
| Payments | HBL payment gateway |
| Integrations | Door locks, booking website, ERP accounts and HR |
| Front desk | 24 hours, as listed on the resort site |
Questions
What is a hotel management system?
It is software, also called a hotel PMS, that handles room setup, reservations, check-in and check-out, billing and reports. The FWO system adds an online booking website, a payment gateway, door-lock integration, and ERP accounts and HR.
Can one system run several resorts?
Yes. All eleven Marco Polo resorts work from one system. Roles give head office the full view and each resort its own view.
How does the booking website take payment?
Through the HBL payment gateway. The booking is created automatically once the advance payment is received.
Does the system control door locks?
It includes door-lock integration for incoming and outgoing guests. The lock hardware and setup depend on the property and are checked before a quote. For hotels, see our hotel management software page.
Can it run the restaurant and payroll too?
Yes. Food orders, staff and salaries, and the accounts all run in the same platform.
Need something similar? Tell us how your team works today and we will scope it with you. Contact Ezitech or WhatsApp us, 24/7. Our office is at #304-G Amna Plaza, Main Peshawar Road, Rawalpindi.