Grand Hyatt Singapore partnered with Shiji to implement the Stellaris Digital Dine platform, reimagining the in-room dining experience to be intuitive, frictionless, and aligned with the hotel’s broader digital transformation goals.
The Topic
The hospitality industry is undergoing a technological transformation driven by guests’ increasing preference for digital convenience and personalization. At Grand Hyatt Singapore, a landmark property welcoming a globally diverse clientele, this trend became increasingly evident in its in-room dining operations. The traditional service model, reliant on physical menus and phone-based ordering, posed usability and accessibility challenges, particularly for international guests facing language barriers. As a result, many opted to dine off-property, signaling a critical need to modernize.
Recognizing this shift, Grand Hyatt Singapore partnered with Shiji to implement the Stellaris Digital Dine platform, reimagining the in-room dining experience to be intuitive, frictionless, and aligned with the hotel’s broader digital transformation goals.
The Study
Led by Executive Assistant Manager, Food & Beverage, Sebastian Kern, and Director of Information Systems, Sunny Li, the implementation involved close collaboration across the F&B, IT, Front Office, and Guest Services departments. The initiative aimed to:
- Enhance guest experience through private, intuitive ordering.
- Increase revenue by encouraging more frequent use of in-room dining.
- Enhance operational workflows by minimizing manual tasks.
- Support sustainability by eliminating printed menus.
Shiji’s Stellaris Digital Dine was chosen for its strong integration with the Infrasys POS system, real-time order routing, multilingual interface, and flexibility to scale with the hotel’s evolving needs.
With Stellaris Digital Dine, orders flow directly into our POS system, improving speed, accuracy, and guest transparency. – Sunny Li, Director of Information Systems
Methodology
This case study is based on in-depth interviews with key stakeholders from both F&B and IT leadership at Grand Hyatt Singapore:
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.
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
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.
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 (July 2024–June 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.
Metrics summary
Staff time optimization > Significant shift from phone handling to service focus
Improved overall productivity and also delivered measurable labor cost savings of approximately $3,600 per month.
Order process speed > 3—5 minutes faster per order
Menu update efficiency > Menu changes pushed instantly to 699 rooms
The menu update turnaround time has improved by nearly 90%, reducing it from three weeks to just 2–3 hours.
Guest order accuracy > Manual input errors eliminated
Reduced in-room dining order errors from an estimated 5–10% to near-zero.
Room service volume > Increase in order frequency and usage
Between July 2024 and June 2025, the In-Room Dining revenue generated through Stellaris Digital Dine amounted to 58% of the total room service revenue
Sustainability impact > Complete elimination of paper menus
Cross-departmental workflow > Improved collaboration between F&B, IT, and Front Office.
The digital platform supports our vision of delivering seamless, elevated hospitality while reinforcing Grand Hyatt Singapore as a forward-looking destination. – Sebastian Kern, Executive Assistant Manager – Food & Beverage
Conclusions
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.
Solutions Implemented
Shiji’s Stellaris Digital Dine was deployed as a digital in-room dining solution, fully integrated with the hotel’s existing Infrasys POS system. The solution allowed guests to:
- Browse, customize, and order from the in-room dining menu via personal devices.
- Use a multilingual, intuitive interface that aligns with global guest expectations.
- Experience reduced touchpoints for improved privacy and convenience.
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About Grand Hyatt Singapore
Grand Hyatt Singapore is a flagship luxury hotel located on Orchard Road, Singapore’s premier shopping and entertainment district.
The property is known for its dedication to guest comfort, sustainability, and innovation in hospitality. For more information, visit: Grand Hyatt Singapore, Singapore
About Shiji Group
Shiji is a global technology company dedicated to providing innovative solutions for the hospitality industry, ensuring seamless operations for hoteliers day and night. Built on the Shiji Platform—the only truly global hotel technology platform—Shiji’s cloud-based solutions include property management system, point-of-sale, guest engagement, distribution, payments, and data intelligence for over 91,000 hotels worldwide, including the largest hotel chains. With more than 5,000 employees across the world, Shiji is a trusted partner for the world’s leading hoteliers, delivering technology that works as continuously as the industry itself. That’s why the best hotels run on Shiji—day and night. While its primary focus is on hospitality, Shiji also serves select customers in food service, retail, and entertainment in certain regions. For more information, visit shijigroup.com.
Franca Bertram
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