Malhotra Group harnesses data to create a seamless guest and booking experience

Introducing the Malhotra Group

Family-run business founded in 1991

Impressive portfolio spanning leisure, care services and property

7 leisure sites including a 4* boutique hotel, backpackers’ hostel, restaurants and pubs

Each site has its own unique brand

“People don’t want to input their details every single time they make a booking. They want to be remembered and you get this when booking through an app or online.”
Marcella Swindell, Group Hotels Operation Manager, Malhotra Group

The business challenge

Having worked with Zonal for several years, when it came to opening their latest hotel in May 2021, the Malhotra team didn’t consider any other solutions than Zonal’s EPoS and High Level Property Management System to power this new venue.

With an objective to ensure they were delivering the same exceptional experiences in this new site as with the rest of their portfolio, as well as to drive bookings and revenue, the team knew they needed accurate, reliable data to build a picture of how the business was performing across the entire portfolio, as well as track customer spend across all aspects of the hotel whilst having greater control over room rates.

“The data we acquire from our technology is essential. We use this data to help set our rates for the week, the month and the following year! Through Zonal’s reporting tools, we can easily see how the business if performing and look to change our rates based on whether we need to drive occupancy, room rates or both.”
Marcella Swindell, Group Hotels Operation Manager, Malhotra Group

The solution

As an existing Zonal customer, the implementation of Zonal’s scalable EPoS, PMS and Loyalty solutions into Malhotra’s newest venue was a simple process for the Group.

With this integrated suite of solutions in place, the Malhotra team have since benefitted from streamlined processes across all aspects of the hotel’s operations, offering significant time savings for staff and enabling them to deliver seamless experiences for guests.

Zonal’s High Level PMS enables the team to easily oversee and update booking rates and room availability, and with a full integration with their Zonal EPoS the team can also charge any transactions from guests to their room, providing convenience and flexibility.

The fully-integrated digital Loyalty platform has also enabled Malhotra to make it easier for guests to accrue and redeem points from their loyalty scheme regardless of which venue they’re in, including F&B facilities, creating seamless journeys for their guests that drive additional spend and keep guests coming back for more.

“The support we get from the EPoS and PMS teams makes the partnership worthwhile.”
Marcella Swindell, Group Hotels Operation Manager, Malhotra Group


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Seamless experience for guests
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Streamlined operations, with less mistakes or overbooking
Transactions easily able to be assigned to a guest’s room
In-depth reporting across the entire business
Better control over bookings and room rates

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