Published on
November 11, 2025
Grand Hyatt Singapore, which is a landmark of the luxury hospitality scene in the city-state, is welcoming the digital future with the adoption of Shiji Group’s Stellaris Digital Dine platform. While the hotel is still driving the digital transformation, the newly installed system not only improves the in-room dining experience but also gives a range of operational and sustainability advantages that match the hotel’s wider objectives.
A Seamless, Digital In-Room Dining Experience
Recognising the shift in guest preferences towards digital convenience, Grand Hyatt Singapore sought to modernise its traditional in-room dining service. The previous system, reliant on physical menus and phone-based ordering, posed significant usability challenges, especially for international guests dealing with language barriers. The decision to introduce a digital platform came as part of a broader digital transformation initiative aimed at improving guest satisfaction, increasing operational efficiency, and enhancing sustainability.
Sebastian Kern, Executive Assistant Manager of Food & Beverage, and Sunny Li, Director of Information Systems, spearheaded the implementation of the Stellaris Digital Dine platform. According to them, the digital solution was carefully designed to provide an intuitive, frictionless ordering experience for guests. The platform integrates seamlessly with the hotel’s Infrasys POS system, ensuring real-time order routing and multilingual support, which were crucial in serving the hotel’s diverse clientele.
Enhanced Operational Efficiency and Guest Satisfaction
Before implementing the new system, the in-room dining process at Grand Hyatt Singapore involved several manual steps, which slowed down operations. Guests had to place orders via phone, and staff would manually input these orders into the POS system, often resulting in errors and delays. Printed menus required frequent updates across all 699 rooms, creating additional operational strain.
With the new digital platform, over 90 percent of in-room dining orders are now placed digitally. The orders are directly routed to the relevant kitchen printer, significantly improving order accuracy and speed. The streamlined process has freed up service staff to focus on higher-value tasks such as food preparation, presentation, and timely delivery.
These operational shifts have resulted in measurable labour cost savings of approximately 3,600 USD per month, marking a significant improvement in both staff productivity and overall service quality.
Key Benefits: Accuracy, Speed, and Sustainability
One of the standout features of Stellaris Digital Dine is its ability to eliminate multiple points of failure in the ordering process. Inaccurate orders, often caused by misheard or misentered details, have been virtually eradicated, with guest satisfaction significantly improved due to near-zero manual input errors. The platform ensures real-time menu synchronisation across all rooms, guaranteeing that guests see only the available items, thus enhancing the reliability and transparency of the service.
Menu updates, once a lengthy process that took up to three weeks, can now be pushed live across all rooms in just 2-3 hours. This improvement in menu update turnaround time has been particularly beneficial, enabling the hotel to offer timely, seasonal, or promotional changes without the need for physical menu printing. This shift has also had a positive impact on the hotel’s sustainability efforts by eliminating paper waste associated with printed menus.
Additionally, the platform’s real-time delivery status updates have helped reduce guest follow-up calls, especially during peak periods, and contributed to faster order processing times, saving 3-5 minutes per transaction.
Sustainability and Organisational Impact
Incorporating technology not only enhanced the guest experience but also aligned with the hotel’s commitment to sustainability. By digitising the entire in-room dining process, Grand Hyatt Singapore has eliminated the need for printed menus, resulting in a significant reduction in paper waste.
Sustainability was a key focus of the project, and the integration of Shiji’s platform has helped Grand Hyatt Singapore meet its green objectives, with digital orders now accounting for 58 percent of the hotel’s total in-room dining revenue between July 2024 and June 2025.
The project also had a positive impact on cross-departmental collaboration, as teams from the F&B, IT, and Front Office departments worked closely together to ensure a smooth rollout. The success of the digital in-room dining platform has set a new standard for operational efficiency and guest satisfaction at the hotel.
Looking Ahead: Future Expansions and Capabilities
With the successful implementation of Stellaris Digital Dine, Grand Hyatt Singapore is already looking to expand the system’s capabilities further. Future enhancements are expected to include features such as upselling modules, additional language support, and accessibility improvements for elderly guests.
The hotel’s leadership team views the project as part of a larger commitment to providing cutting-edge digital experiences, positioning Grand Hyatt Singapore as a forward-thinking destination for both business and leisure travellers.
A Digital Leap for Hospitality Excellence
Grand Hyatt Singapore’s collaboration with Shiji Group for the digitization of in-room dining has produced a significant increase in both operational and experiential benefits. The hotel has improved its service provision as well as cut down on overheads and paper use by updating the ordering process. This digital upgrade is a testament to the hotel’s resolve to be among the first to adopt new technologies in the hospitality sector, offering customers a hassle-free, individualized experience and at the same time, being eco-friendly.
Image Credit: Grand Hyatt Singapore
