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.
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.
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.
