Ormond Group operates multiple boutique and lifestyle properties across Malaysia, including The Chow Kit. As a growing hospitality group, Ormond has built its reputation on delivering distinctive guest experiences while maintaining the highest standards of operational efficiency and service quality. Each property in the portfolio reflects the group’s commitment to blending local character with modern hospitality excellence.
We spoke with the team at Ormond Group and Azri Roslan, Senior Manager of Revenue Management, about how SiteMinder’s platform has supported their multi-property operations.
Manual distribution was putting a handbrake on a growing brand
Before partnering with SiteMinder, Ormond Group faced the operational challenges common to multi-property hospitality groups managing distribution across numerous sales channels. Manual channel management across platforms like Booking.com, Expedia, and Agoda created significant risks for the business. Without real-time synchronisation between their PMS (Opera) and distribution channels, the team struggled with rate and inventory discrepancies that can lead to overbookings or lost revenue opportunities.
For a growing group operating boutique properties, these manual processes meant front office and revenue teams spent valuable hours updating channels individually rather than focusing on guest experience and strategic revenue optimisation. The lack of integrated systems also limited their ability to make quick pricing decisions or run promotional campaigns without extensive manual work.
“We rely heavily on seamless connectivity, system reliability, and ease of management,” the team explains, highlighting the critical need for a solution that could scale with the group’s growth ambitions.
SiteMinder delivers optimised multi-property distribution
The team at Ormond Group began searching for a comprehensive solution that could centralise distribution management, accommodate seamless PMS integration, and provide the reliability needed for a growing portfolio. After evaluating options, SiteMinder stood out for its robust two-way integration, extensive OTA connectivity, and proven track record in the Asia-Pacific market.
The platform’s ability to deliver real-time automation across all channels, combined with a best-in-class booking engine and comprehensive analytics capabilities, made it the clear choice. Equally important was SiteMinder’s reputation for responsive customer service and regional expertise, giving the team confidence that their operations would be well supported as they continued to scale.
Distribute smarter across every property in your group
Ormond Group runs its boutique portfolio from a single, real-time platform - eliminating overbookings, lifting direct bookings, and freeing teams to focus on guests. SiteMinder's channel manager, booking engine, and Demand Plus can do the same for your group.
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Greater efficiency delivered to day-to-day operations
Utilising SiteMinder’s platform, Ormond Group has transformed how it manages distribution across its portfolio. SiteMinder’s channel manager has become what the team describes as “one of the most reliable tools we’ve implemented in recent years.” Updates to inventory, room types, or rates are now reflected instantly across all connected platforms, eliminating the manual intervention that previously consumed significant time.
The impact on day-to-day operations has been substantial. The system’s two-way integration ensures data accuracy across all channels, virtually eliminating overbookings and the revenue loss associated with manual errors.
“The impact on operational efficiency has been remarkable; our front office and revenue teams spend significantly less time on manual channel updates, freeing them to focus on guest experience and revenue optimisation,” the team notes.
The booking engine has proven equally valuable, integrating smoothly with the hotels’ official websites to deliver a frictionless booking experience. Its intuitive, mobile-optimised interface has contributed to measurable growth in direct bookings over time. The platform’s support for promotional codes, dynamic pricing, and special packages has empowered the marketing and revenue teams to run targeted campaigns without requiring additional development work, giving them the agility to respond quickly to market opportunities.
SiteMinder’s analytics and reporting capabilities have also changed how the revenue management team approaches decision-making.
“These data-driven insights are invaluable to our revenue management team, enabling smarter forecasting, channel mix analysis, and informed decision-making,” the team explains.
A foundation for continued growth, with a platform that’s scalable
Since partnering with SiteMinder, Ormond Group has seen measurable improvements across its most important operational and commercial metrics.
“We achieved a 10% YoY revenue improvement, mainly driven by timely rate adjustments,” Azri notes.
Direct bookings have increased measurably through the integrated booking engine, while the elimination of overbookings and manual errors has protected revenue that would have previously been lost to discrepancies.
“Our online visibility has improved noticeably since using SiteMinder Demand Plus, making it easier for potential guests to discover and book our properties.”
The time saved on manual distribution management has been redirected toward guest experience initiatives and strategic revenue optimisation.
The platform’s robust analytics have enabled the revenue team to make more informed decisions about channel mix and pricing strategies, contributing to stronger overall performance. The group has also seen a meaningful improvement in online visibility since adopting SiteMinder’s platform, making it easier for potential guests to discover their properties across digital channels. Perhaps most importantly, the operational efficiency gains have given Ormond Group the confidence and capacity to continue expanding its portfolio while maintaining the high standards that define the brand.
Together, these improvements have provided Ormond Group with a more predictable, profitable operation and the technological foundation needed to support continued growth across the Malaysia market.
Looking ahead, the team is exploring further capabilities within the SiteMinder platform to continue streamlining operations.
“We are exploring the automated payment functionality to move Flexi rates from POA to charging 3 days prior to arrival, though it has yet to be tested,” Azri shares.
“SiteMinder has proven to be a dependable, scalable, and future-ready solution that enhances the way we manage multi-channel bookings. It plays a critical role in maintaining operational accuracy, boosting revenue, and supporting Ormond Group’s brand commitment to efficiency, reliability, and guest-centric service,” the team concludes.
Thank you, Azri and team, for the amazing feedback and we look forward to supporting your success in the future.