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