Case Study

Digitizing in-room dining in a full-service hotel: Operational and experiential outcomes at Grand Hyatt Singapore

Sara Moncada

Shiji Group · 十一月 11, 2025

Grand Hyatt Singapore modernized its in-room dining operations by implementing Shiji’s Stellaris Digital Dine integrated with Infrasys POS. The digital platform replaced paper menus and phone ordering with an intuitive, multilingual interface that streamlined workflows and improved accuracy. The initiative supported the hotel’s digital transformation and sustainability goals while elevating the guest experience.

Why it matters: The initiative supported the hotel’s digital transformation and sustainability goals while elevating the guest experience.

By digitizing in-room dining, the hotel reduced manual processes, improved order accuracy, and achieved measurable labor cost savings, demonstrating how luxury hotels can combine operational efficiency with guest-centric innovation.

Top 3 Core Objectives: Enhance guest experience, drive revenue, and optimize F&B operations through digital transformation.

Guest Experience: Deliver a seamless, multilingual, and private in-room ordering experience.
Operational Efficiency: Minimize manual entry and free staff to focus on service.
Revenue Growth: Increase in-room dining frequency and spend per guest.

"improving speed, accuracy, and guest transparency."

Sunny Li

Director of Information Systems, Grand Hyatt Singapore

👍 Director of Information Systems, Grand Hyatt Singapore Sunny Li said that With Stellaris Digital Dine, orders flow directly into our POS system.:

"improving speed, accuracy, and guest transparency."

⚖️ The selection process: During their research process, Sebastian Kern evaluated Shiji Group's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Shiji Group was the best fit solution:

Executive Assistant Manager – Food & Beverage Sebastian Kern said, about their decision: "The digital platform supports our vision of delivering seamless, elevated hospitality while reinforcing Grand Hyatt Singapore as a forward-looking destination."

📈 The results: Digitization delivered measurable improvements in productivity, accuracy, and sustainability while increasing adoption and revenue.

Over 90% of orders now placed digitally, saving ≈ $3,600 per month in labor costs. Order errors dropped from 5–10% to near zero; menu updates now take 2–3 hours instead of 3 weeks.
Average order time 3–5 minutes faster; real-time status updates reduced follow-up calls.
58% of in-room dining revenue (Jul 2024–Jun 2025) came from digital orders. Complete elimination of paper menus across 699 rooms.