What's Happening?
Crowne Plaza, part of the IHG Hotels & Resorts, has adopted Shiji’s Infrasys POS and Stellaris Digital Dine systems to streamline its food and beverage operations. This integration aims to optimize order flow, eliminate manual inefficiencies, and empower
guests through self-service ordering. The hotel has achieved a 95% digital order adoption rate, significantly reducing order errors and labor costs, particularly at poolside outlets. The system allows for real-time communication, seamless payment handling, and provides data-driven operational insights. The study conducted in collaboration with Shiji evaluated the impact of this technology on service delivery, operational consistency, and guest experience, showing improvements in order accuracy, staff productivity, and guest satisfaction.
Why It's Important?
The implementation of digital ordering systems at Crowne Plaza highlights a significant shift in the hospitality industry towards technology-driven solutions to enhance guest experiences. By reducing manual processes and improving operational efficiency, the hotel can offer a more consistent and personalized service. This move not only increases guest satisfaction but also reduces operational costs, making it a financially viable strategy. The success of this integration could set a precedent for other hotels within the IHG network and beyond, encouraging wider adoption of similar technologies across the industry. This could lead to a broader transformation in how hotels manage their food and beverage services, potentially reshaping industry standards.
What's Next?
Looking forward, Crowne Plaza plans to continue innovating in digital guest engagement and sustainability practices. The hotel aims to scale these technologies across IHG’s broader network, positioning itself as a leader in smart hospitality technology adoption. This could involve further enhancements to the digital ordering system, integration with other hotel services, and expansion to additional locations. The success of this initiative may prompt other hotels to explore similar technological advancements, potentially leading to widespread changes in the hospitality sector.
