Case study · Hotel management & resort booking system
One hotel system for the Marco Polo resorts across Pakistan.
Hotel management software in Pakistan, in practice: FWO runs the Marco Polo resorts on a platform built by Eziline: a booking website with the HBL payment gateway for automated online bookings, door-lock integration for incoming and outgoing guests, and every guest managed from check-in to check-out.
11Resorts listed on the public site, Murree to Hunza
6Room categories on the booking site
24 hFront desk, as listed on the resort site
1System from online booking to invoice
Client
FWO (Frontier Works Organisation), owner of the Marco Polo resorts
Industry
Resorts and hospitality, northern Pakistan
Footprint
Eleven resorts listed publicly, from Murree and Kaghan to Skardu, Hunza and Swat; headquarters in Rawalpindi
Public website
marcopoloresorts.com, built by Eziline
Solution
Hotel management system, online booking with HBL payment gateway, door-lock integration
Delivered by
Eziline Software House, Islamabad
The challenge
Many resorts, one standard of stay.
FWO owns the Marco Polo resorts and wanted to manage them properly. That meant software that controls the door locks for incoming and outgoing guests, keeps track of the guests, and shows how each hotel is being used, across all of their areas.
Guests and doors must agree
A room is only useful if the person at the door is the person on the booking. The owner asked for door-lock integration for incoming and outgoing guests, so access follows the guest record.
Eleven destinations, one rulebook
The resorts sit in different valleys, from Murree and Kaghan to Skardu, Hunza, Passu, Swat and Naltar. Check-in at 2:00 pm, check-out at 12:00 noon, ID on arrival and advance payment to confirm a booking have to be applied the same way everywhere.
Bookings that do not wait for a phone call
Travellers search dates, rooms and guests on their phones and expect to book and pay online. A resort group of this size needs that to happen automatically, with no call to confirm and no one matching payments to bookings by hand.
One connected hotel network
Every resort and every channel on the same records.
The hotel system sits at the centre. The resorts named on marcopoloresorts.com work from it, and every way a guest books, pays, arrives or opens a door feeds the same guest and room records.
Website booking · Front desk · HBL payments · Door locks
What the system covers
Every step of a hotel stay, in one resort management ERP.
The hotel module is organised around the room and the guest. Each part reads and writes the same booking, so nothing is typed twice and the front desk sees what the website sold.
Resort and room setup
Hotels, floors, room numbers and room types are defined once in hotel set-up: Deluxe, Junior Suite, Garden, Executive and Presidential categories as shown on the public site, each with its own capacity and tariff.
Hotel set-upRoom typesRates
Reservations and booking diary
A booking records the guest, contact, rooms, number of guests, dates and booking type, including on-spot walk-ins. Several rooms can be added to one booking, and the booking diary shows what is reserved when.
Customer infoMulti-room bookingsBooking diary
Online booking website
marcopoloresorts.com lets guests choose a location, check-in and check-out dates, adults, children and rooms, see availability, open a room page and press Book Now. Guests and partners can register an account.
Availability searchRoom pagesGuest accounts
HBL payment gateway
Payment is taken online through the HBL payment gateway, so a booking arrives already paid. This turns the website from an enquiry form into an automated booking system that needs no manual matching of payments.
Online paymentAdvance paymentAutomated booking
Door-lock integration
Door locks are connected to the hotel system for incoming and outgoing guests, so room access starts with a guest's check-in and ends with their check-out. FWO manages access from the same place it manages the guest.
Incoming guestsOutgoing guestsRoom access
Front desk, check-in and check-out
The front desk works from one screen set: customer info, rooms, check-out and payment, and a log book of what happened. Resort rules such as ID on arrival and 12:00 noon check-out are followed the same way at every desk.
ID on arrivalCheck-out & paymentLog book
Room plan and housekeeping status
A colour-coded room plan shows every room as vacant, reserved, occupied, dirty or under maintenance, with the guest balance and overall occupancy, so a manager can see hotel usage at a glance.
Room planOccupancyStatus tags
Restaurant, food and other items
Food orders and other items sit in the same workflow as the stay. The resorts run dine-in restaurants and cafes, and those sales are recorded alongside the rooms.
Food ordersOther itemsRetail support
Staff, managers and salaries
Employee records, manager details and salaries are kept in EZIERP's HR and payroll module, so the people who run the resorts are managed in the same system as the guests they serve.
EmployeesPayrollManagers
Accounts, invoices and reports
The EZIERP accounts engine provides a chart of accounts, vouchers, banks, invoices and financial reports, so room revenue, food sales and payments land in the books without re-entry.
Chart of accountsInvoicesReports
Roles and multi-resort control
Permission roles decide who can open, change or approve what. Head office sees all areas; a resort team sees its own, so one set of rules can govern many properties.
RolesPermissionsHead office view
The guest journey
From the website search to the final invoice.
Follow one stay through the system. Every step writes to the same booking, and the last step closes the books.
Book
The guest picks resort, dates, guests and rooms on the website.
Pay
Payment goes through the HBL payment 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
Door-lock access opens for the incoming guest.
Check out
Check-out ends access and settles anything extra.
Invoice
The folio becomes an invoice and updates the accounts.
Illustration
A room board that follows the guest.
Each room on the board moves through the same stages as the booking. The padlock opens when the guest checks in and closes again when they check out. Watch six rooms at six different points in a stay.
Book
Pay
Confirm
Check in
Stay
Check out
Deluxe RoomRoom 101
Booked onlineDoor locked
Paid with HBLDoor locked
ConfirmedDoor locked
Checked inGuest access on
Guest in roomGuest access on
Checked outAccess ended
Junior SuiteRoom 102
Booked onlineDoor locked
Paid with HBLDoor locked
ConfirmedDoor locked
Checked inGuest access on
Guest in roomGuest access on
Checked outAccess ended
Garden RoomRoom 103
Booked onlineDoor locked
Paid with HBLDoor locked
ConfirmedDoor locked
Checked inGuest access on
Guest in roomGuest access on
Checked outAccess ended
Executive RoomRoom 104
Booked onlineDoor locked
Paid with HBLDoor locked
ConfirmedDoor locked
Checked inGuest access on
Guest in roomGuest access on
Checked outAccess ended
Deluxe RoomRoom 105
Booked onlineDoor locked
Paid with HBLDoor locked
ConfirmedDoor locked
Checked inGuest access on
Guest in roomGuest access on
Checked outAccess ended
Garden RoomRoom 106
Booked onlineDoor locked
Paid with HBLDoor locked
ConfirmedDoor locked
Checked inGuest access on
Guest in roomGuest access on
Checked outAccess ended
Padlock open: guest has access Padlock closed: door locked or access ended
Illustration of the room board layout, with animated example states. No real rooms, guests or figures are shown.
The resorts and the screens
The places guests book, and the system behind them.
Photographs are from the Marco Polo resorts' own website. The two screens are from the EZIERP hotel module, with demonstration data only.
Marco Polo Resort MurreePhoto: Marco Polo ResortsMarco Polo Resort Skardu from abovePhoto: Marco Polo ResortsMarco Polo Resort MansehraPhoto: Marco Polo ResortsMarco Polo Resort AbbottabadPhoto: Marco Polo ResortsNew booking and room allocation screenScreenshot: EZIERP hotel module, demo dataRoom plan with status tags and occupancyScreenshot: EZIERP hotel module, demo data
What changed
One system from the first search to the last invoice.
Automated online booking
With the HBL payment gateway behind the website, guests can book and pay online, and the booking reaches the hotel system without a manual step.
Doors that follow the guest
Door-lock integration for incoming and outgoing guests ties room access to the booking, check-in and check-out.
Every guest managed, start to end
Hotel staff manage each guest from check-in to check-out in one place, on one booking record.
All areas under one management view
FWO can see guests and hotel usage across the resorts instead of collecting reports resort by resort.
In plain words
Hotel management software and a resort booking system for Pakistan
A resort group has two jobs that rarely sit in the same software: selling rooms online and running the stay once the guest arrives. Many hotels use a booking widget for the first and a notebook, a spreadsheet or a stand-alone hotel PMS for the second. The result is double entry, payments that have to be matched by hand and doors that nobody can tie back to a booking. Hotel management software in Pakistan has to close that gap, and that is what the FWO system does for the Marco Polo resorts.
In the FWO system the hotel booking website, with its payment gateway, and the front desk share one database. A guest searches dates and rooms on the website, pays through the HBL payment gateway, and the booking appears on the booking diary. At the resort, check-in is handled against that booking, door-lock integration controls room access for incoming and outgoing guests, and check-out produces the folio and invoice. Housekeeping status, restaurant orders, staff payroll and accounts come from the same EZIERP platform, which makes it resort management ERP rather than a standalone reservation tool.
Eziline builds hotel management software, resort booking systems and custom ERP in Pakistan from our office in Islamabad. We set up your rooms, rates and rules, connect your website to a payment gateway, integrate door locks where the hardware allows it, and support the system after go-live. If you run one hotel, a chain, a guest house group or a tourism company, we scope the version that fits.
Hotel management software in PakistanResort booking systemHotel booking website with payment gatewayHBL payment gateway integrationHotel door lock integration softwareHotel PMS PakistanGuest check-in and check-out softwareResort management ERPOnline hotel reservation systemFront desk and room plan softwareMulti-resort hotel softwareHotel accounts and invoicing
Questions
FWO Marco Polo Resorts: frequently asked questions.
What is hotel management software?
Hotel management software, also called a hotel PMS, handles room setup, reservations, check-in and check-out, billing and reports. The FWO system adds an online booking website with a payment gateway, door-lock integration and the accounts and HR of a full ERP.
Can one system manage several resorts?
Yes. The Marco Polo resorts named on the public site, from Murree and Kaghan to Skardu, Hunza and Swat, work from one hotel system, with roles that let head office see every area and each resort team see its own.
How does the booking website take payments?
The booking website works with the HBL payment gateway, so guests can pay online and the booking is created automatically. Resort policy on the public site is that a booking is confirmed on receipt of advance payment.
Does the system control hotel door locks?
The system includes door-lock integration for incoming and outgoing guests, so room access follows the guest's stay. The exact lock hardware and set-up depend on the property, and we assess that before quoting.
What does the front desk see at check-in and check-out?
The desk works from the booking: guest and contact details, the rooms allocated, the booking diary, payment and a log book. At check-in the guest's ID is checked, and at check-out payment and any extra items are settled.
Can the same platform run the restaurant, payroll and accounts?
Yes. Food orders, other items, employee and salary records, invoices and the chart of accounts are part of the same EZIERP platform, so hotel revenue reaches the books without re-entry.
Can you build a hotel booking website with a payment gateway for us?
Yes. We design the website, connect it to your hotel system and a payment gateway such as HBL, and test the full journey from search to confirmation before launch.
How do we start?
Book a free consultation. Tell us how many properties, rooms and desks you run and whether you want online booking or door locks, and we will scope and quote your version.
Your turn
Need a system like this for your organisation?
Tell us how your teams work today. We will show you the closest running system, then scope and quote yours with your workflows, roles and reports.
