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.

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 (Juli 2024–Juni 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.