​Holiday Inn Singapore Orchard City Centre

Merged, leaner operations

The hotel merged Room Service and Stewarding teams by optimising internal talent and peak and lull periods. Results: A 9% cut in combined manning (S$100,000 saved per year); guest satisfaction also improved. Received 2013 Productivity Idea Award.

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Marina Mandarin Singapore

Integrated workflow with technology

The hotel customised the OneGuest software and mobile devices to integrate F&B workflow (ordering, tracking, menu analysis). Streamlining the communication has improved guest feedback (by 15%), cut down total service time by 33%, and reduced manning.

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Shangri-La's Rasa Sentosa Resort & Spa

Process innovation in Breakfast Queue System

To reduce time taken for the restaurant host to walk back and forth the restaurant during breakfast service, the hotel introduced hand puppet as a form of greeting and signaling aid to show guests the way to the table. Results: 65% increase in guest satisfaction for breakfast service, 20% reduction in guest wait time for breakfast and 16% reduction in Full Time Equivalent required for breakfast service.    

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