Digitizing in-room dining in a full-service hotel: Operational and experiential outcomes at Grand Hyatt Singapore

This case study is based on in-depth interviews with key stakeholders from both F&B and IT leadership at Grand Hyatt Singapore:

• Sebastian Kern, Executive Assistant Manager – Food & Beverage

• Sunny Li, Director of Information Systems

Both qualitative and quantitative analyses were used, including operational observations, staff feedback, system usage metrics, and guest satisfaction indicators post-implementation.

Key findings & insights

Operational efficiency & staff productivity

Before implementation, the in-room dining process involved several manual steps:

• Guests called in orders, often facing language barriers.

• Staff manually entered orders into POS.

• Printed menus required constant updating across 699 rooms.

With Stellaris Digital Dine:

• 90%+ of orders are now placed digitally, freeing up call center and service staff.

• Orders are routed directly to the correct kitchen printer, improving order accuracy and speed.

• Staff can focus on higher-value tasks like food preparation, presentation, and timely delivery.

• This operational shift has resulted in measurable labor cost savings of approximately $3,600 per month.
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Accuracy & reliability

The platform has removed multiple points of failure:

• No more misheard or misentered orders over the phone.

• Real-time menu synchronization across all rooms ensures guests only see available items.

• Live status updates improve guest confidence in the service.

• Manual input errors were eliminated, reducing in-room dining mistakes from an estimated 5–10% to near zero.

System performance & stability

The deep integration with Infrasys POS has resolved longstanding bottlenecks:

• Orders no longer require manual entry into the POS.

• Fulfillment time has improved due to instant kitchen routing.

• Menu updates are centrally controlled, allowing for instant live changes.

• The menu update turnaround time improved by nearly 90%, shrinking from three weeks to just 2–3 hours across all 699 rooms.

Security & compliance

Shiji’s platform ensures full compliance with data protection standards and offers:

• Secure, tokenized transaction processes

• Encrypted data flows

• Responsive local support for maintenance and troubleshooting
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Guest communication & expectation management 

Prior to Stellaris Digital Dine, guests frequently followed up on orders due to limited visibility into order status and delivery timings. Post-implementation:

• The ordering process is, on average, 3–5 minutes faster per transaction.

• Real-time delivery estimates (typically 30–45 minutes) significantly improved guest communication.

• Noticeable reduction in guest follow-up calls and enquiries, particularly during peak periods.

• Early indicators point to improved guest satisfaction scores.
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Adoption, sustainability & organizational impact

The digitization of in-room dining not only boosted guest usage but also supported sustainability goals and improved internal coordination.

• 58% of total in-room dining revenue (juillet 2024–juin 2025) came from digital orders, reflecting strong guest adoption.

• Printed menus were fully eliminated, reducing paper waste and supporting the hotel’s sustainability efforts.

• F&B, IT, and Front Office teams collaborated closely, enabling smooth rollout and ongoing operational alignment.

The implementation of Shiji’s Stellaris Digital Dine has delivered strong operational and experiential gains for Grand Hyatt Singapore. By transitioning from a static, phone-based service to a dynamic, user-driven platform, the hotel not only enhanced the luxury feel of its in-room experience but also unlocked meaningful efficiencies across departments.

Unexpectedly, the shift to digital menus saved substantial time and effort in operations, eliminating the logistical burden of manually updating nearly 700 printed menus. This alone reinforced the business case for investing in scalable, backend-integrated technologies.

Looking ahead, Grand Hyatt Singapore plans to expand the system’s capabilities with features such as upselling modules, accessibility improvements for elderly guests, and broader language support, thereby cementing its position as a forward-looking hospitality leader.