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When hotel F&B problems are misdiagnosed as labor shortages

A broader F&B ecosystem most hotels are only beginning to explore

If you think mobile ordering is just about guests ordering from their phone instead of speaking to a waiter, you’re missing the part that actually matters.

Today, hotel F&B is a full ecosystem. Guests check menus before they arrive, compare options visually, and expect fast, secure payments. Meanwhile, F&B teams deal with staffing shortages, rising payroll costs, compliance requirements, and systems that don’t always work together.

In this Shiji Buzz session, Muru Kesavan, Director of Global Customer Success Operations & Enablement, and Ian Zucchi, Product Lead for Stellaris Digital Dine at Shiji, unpack what’s really happening inside hotel F&B operations. Using real hotel scenarios and examples from global brands like Hyatt and IHG, this session goes beyond the surface of mobile ordering to show how hotels deliver the service today’s guests expect.

Why you can’t miss this webinar:

If you work in the hospitality industry and are eager to grow your knowledge of hotel distribution, this webinar is a must-watch. Add the date to your calendar and sign up today!

How guests engage with hotel dining today

How guest behavior has shifted before, during, and after the dining experience, from menu discovery to ordering and payment expectations.

What breaks down during daily operations

Where real‑world service issues appear in practice, including order flow or communication gaps.

Why hotel F&B is under structural pressure

The impact of labor shortages, rising payroll costs, compliance requirements, and legacy systems.

How the right technology makes the difference

Proven by Hyatt, the right digital dining solutions have delivered measurable operational gains, including monthly labor cost savings.

Meet the speaker

Muru Kesavan

Director of Global Costumer Success Operations, Shiji Group

Muru Kesavan is Director of Global Customer Success Operations at Shiji Group, where he leads operational strategy and costumer initiatives across Stellaris Digital and Reviewpro solutions. With comprehensive experience in hospitality technology and operations, he has held other roles at Shiji, including Senior Manager of Global Operations and Implementation Manager. Prior to joining Shiji, Muru spent over a decade at The Celtic Collection, where he focused on applications management and operational excellence.

Muru holds a Master of Business Administration – MBA in Human Resources Management from the University of Wales and a Bachelor of Labour Management from the University of Madras, reflecting a strong academic foundation in people management and organizational development. He brings broad expertise in hospitality software, digital transformation, and service optimization, helping organizations enhance operational performance and deliver exceptional guest experiences.

Ian Zucchi

Product Lead for Digital Dine, Shiji Group

Ian Zucchi is Product Lead for Digital Dine at Shiji Group, where he leads the development of innovative hospitality and retail solutions. With extensive experience in software development and technology leadership, he plays a key role in delivering scalable, high-performance systems that support digital transformation in the hospitality industry.

Prior to joining Shiji, Ian held several positions such as Head of Product and Senior Product Manager at OrderPay, as well as Product Manager at TISSL, where he worked on a greenfield project creating an advanced new cloud-based POS system. He also held roles in service delivery, marketing, and sales, implementation and support, building a strong foundation in customer-focused product development and business operations. Ian brings strong skills in agile frameworks, product innovation, design and global team leadership, helping organizations build reliable technology platforms.

Henrik Hartmann

Sales Engineer POS Europe & Africa, Shiji Group

Henrik Hartmann is Sales Engineer POS Europe & Africa at Shiji Group, where he focuses on delivering innovative hospitality technology solutions and supporting clients in optimizing their operational performance. Before this role, he held other positions at Shiji, including Senior Implementation Consultant and Implementation Consultant. In his current position, he works across regions to ensure successful implementation, adoption, and long-term value from Shiji’s digital platforms. Prior to Shiji, Henrik worked at Amadeus, where he held positions as PMS Implementation Expert and GMS Implementation Manager for the EMEA region. He brings strong experience in hospitality technology implementation, client onboarding, and solution delivery, helping organizations optimize operations and drive successful platform adoption, supported by over 10 years of hands-on experience in F&B operations across 5-star properties, Michelin-starred restaurants, and bistro-style venues.