Smart service in practice: Evaluating the impact of digital ordering and POS integration at Crowne Plaza, part of the IHG Hotels & Resorts
The Topic As guest expectations evolve, technology has become the quiet engine behind effortless service and memorable dining. For a full-service hotel managing multiple venues, from restaurants to in-room and poolside experiences, the real challenge lies in maintaining consistency, efficiency, and profitability without losing the personal touch that defines great hospitality. To address these challenges, Crowne Plaza , part of the IHG Hotels & Resorts portfolio, adopted Shiji’s Infrasys POS and Stellaris Digital Dine , a powerful integration designed to optimize order flow, eliminate manual inefficiencies, and empower guests through self-service ordering. The result is a connected F&B ecosystem that delivers real-time communication, seamless payment handling, and data-driven operational insights. The Study In collaboration with the Crowne Plaza, part of the IHG Hotels & Resorts, Shiji conducted a focused evaluation of how integrated restaurant technology can optimize service and operational performance across multiple dining outlets. The study aimed to determine how a connected POS and digital ordering platform could improve service delivery, operational consistency, and guest experience within a full-service hotel environment. Specifically, it assessed the impact of this technology on order accuracy, staff productivity, guest satisfaction, and centralized data management. Participants: Lynn Clemente , Director of Culinary and F&B Services, IHG Hotels F&B Management Team, Crowne Plaza Technology Partner: Shiji Group Methodology The study draws on qualitative interviews with key stakeholders and operational observations from the Crowne Plaza F&B leadership team. As the property implemented Shiji’s systems from the outset, comparisons are based on historical benchmarks and professional experience across similar IHG properties. Analysis focused on: Order accuracy and processing efficiency Guest engagement and satisfaction Staff productivity and workload reduction Reporting and data utilization The mobility and ease of use have significantly improved order handling and reporting efficiency across venues,” Lynn Clemente, Director of Culinary and F&B Services, IHG Hotels. Key Findings & Insights Operational Efficiency & Staff Productivity Before adopting Infrasys POS and Stellaris Digital Dine, F&B teams often struggled with manual order-taking, delayed communication between service points, and double-handling of payments. Today, Infrasys POS’s mobile accessibility , via iPads and handheld devices, has streamlined these processes dramatically. Orders can be taken and payments processed on the spot, eliminating paper trails. Real-time syncing between outlets ensures accuracy and communication efficiency. Reduced manual input enables staff to focus on guest engagement rather than administrative tasks. Accuracy & Reliability With 95% of room service and poolside orders placed directly through Stellaris Digital Dine , order errors have been virtually eliminated. This automation reduces miscommunication between guests and staff and ensures that requests are transmitted instantly to the kitchen and service teams. Key Impacts: Fewer missed or incorrect orders Smoother delivery flow Reduced need for signature or physical payment handling System Integration & Data-Driven Management Infrasys POS integrates seamlessly with Crowne Plaza’s existing hotel systems, centralizing reporting and operational oversight across multiple outlets. This integration minimizes manual data entry and ensures consistent performance insights that can be shared across the broader IHG network. “This setup allows for centralized data management, making
Share
