Hospitality Solutions Centre (HSC)

Project overview

Pullman Singapore Orchard sought to streamline its operations and optimise manpower without compromising the guest experience. Working closely with our vendors, the SOH supported the hotel in improving two key areas: the check-in process and smart room automation.

Self-service check-in

To reduce wait times and improve guest convenience, we implemented a self-check-in solution comprising a mobile app and a sleek, lobby-integrated kiosk. Guests can now check in using their smartphones or the kiosk, which is equipped with scanners for passport or NRIC verification and a camera for facial recognition. Upon successful check-in, guests receive a digital room key via the app, allowing seamless access to their rooms.

Smart room automation

We also helped design and integrate smart room features that connect directly to the hotel’s e-housekeeping system. Guests can easily indicate their housekeeping preferences—such as “Make Up Room” or “Do Not Disturb”—through in-room controls. These requests are transmitted in real time to room attendants, enhancing service efficiency.

To support sustainability, the smart room system uses dual presence sensors to detect occupancy. When both the bedroom and bathroom are unoccupied, the system automatically adjusts the air-conditioning to conserve energy.

Project overview

A local travel agency wanted to improve the efficiency and engagement of its pre-departure briefings, which were traditionally conducted in person. The agency was looking for a solution that would streamline the process while remaining accessible to its team.

Interactive AI briefing videos

To address this, the SOH developed a customised digital workflow centred around interactive AI briefing videos. These videos now serve as the primary tool for delivering trip details to travellers, reducing the need for staff-led in-person sessions and cutting down on manpower and repetitive processes.

Understanding the digital skill levels of your team, SOH designed a sustainable and user-friendly solution. We provided ready-to-use video templates and incorporated AI avatars to deliver scripted briefings. The system is built for easy content updates—your staff can quickly edit text boxes and refresh briefing content with just a few clicks, following training provided by SOH.

The videos are also responsive across devices, ensuring smooth access whether your team is using a desktop, tablet, or mobile phone. This intuitive setup empowers staff to manage briefings independently and efficiently, with no advanced tech skills required.

Project overview

Navigating large attractions like the Singapore Zoo and National Gallery Singapore can be overwhelming for visitors, who often struggle to find their way around or locate key exhibits. To improve the overall visitor experience, these attractions sought to implement a technology-driven solution that simplifies navigation and provides real-time assistance.

Digital wayfinding and concierge

In collaboration with technology partners Vouch and Drop, the SOH’s Hospitality Solutions Centre (HSC) developed a digital wayfinding and concierge system tailored for large-scale attractions. This solution not only helps visitors find their way more easily but also acts as a digital concierge, offering quick access to information, directions, and answers to common queries.

To bring this to life, the HSC team worked closely with each attraction to gather and organise key content required for the system. We then developed a minimum viable product and conducted user trials to refine the experience based on real visitor feedback. The final solution is now available on-site, enhancing both navigation and engagement for guests.

Project overview

Like many in the hospitality industry, M Social faced challenges due to a manpower shortage, particularly in fulfilling guest room requests promptly. To address this, the hotel was looking for a solution that could enhance guest satisfaction without increasing headcount.

Autonomous delivery robots in action

To solve this, RP’s Hospitality Solutions Centre (HSC) partnered with robotics company Savioke to implement an autonomous delivery solution at M Social. This included not only deploying the service robots, but also mapping delivery paths within the hotel and enabling lift access across floors.

With these robots, M Social now fulfils in-room guest requests efficiently and consistently without relying on additional staff. The results speak for themselves:

• 900 deliveries per month

• Less than 10 minutes per delivery

• Average customer satisfaction rating: over 4 out of 5 stars

This smart deployment has allowed M Social to maintain high service standards while overcoming manpower limitations.

Project overview

Imagine a guest experience where language barriers disappear, services are just a voice command away, and a discreet virtual butler is always on hand, without stepping into the room. That’s the promise of Voice AI.

RP SOH is working closely with Voice AI partners to bring this cutting-edge solution into hotel guest rooms. By leveraging the power of AI and large language models like GPT, hotels can elevate the guest experience while addressing key industry challenges.

Voice AI for smarter hospitality

Voice AI is more than just a convenience—it’s a strategic response to several operational pain points, including:

• Manpower shortages

• The shift to paperless, contactless operations

• Reducing room clutter from printed materials and devices

• Limited time and resources for staff training

• Service inconsistency
  

With Voice AI, your hotel can offer:

• Multilingual support to serve international guests seamlessly

• Integration-ready ecosystems for smoother operations

• Data-driven insights through usage analytics

• Customer profiling for deeper, personalised guest interactions

By embedding intelligence into every room, hotels can enhance service delivery, streamline operations, and meet modern guest expectations, all through the power of voice.

Project overview

To better understand how well their services were meeting the needs of seniors and their caregivers, a healthcare provider engaged SOH as an independent party to assess customer satisfaction and identify opportunities for improvement.

Tailored survey and in-depth analysis

The Hospitality Solutions Centre (HSC) developed a customised customer satisfaction survey focused on key attributes relevant to both seniors receiving daily care and their primary caregivers. This ensured that the feedback collected was specific, relevant, and actionable.

Given the target audience, data collection was conducted primarily over the phone. With support from students enrolled in our H304 Contact Centre Operations module, we successfully completed over 1,000 calls, gathering both quantitative metrics and rich qualitative responses.

Through this project, we gained insights into three key areas:

• Net Promoter Score (NPS) analysis to gauge customer loyalty

• Customer satisfaction analysis using the RATER model (Reliability, Assurance, Tangibles, Empathy, Responsiveness)

• Targeted recommendations for service improvement based on findings

With this approach, the healthcare provider can make data-informed decisions that enhance service delivery and build stronger relationships with their customers.

Project overview

A local heritage museum sought to complement its exhibits with digital tools while ensuring a consistent and engaging visitor experience across all touchpoints. To achieve this, the museum engaged SOH to uncover gaps in the current experience and identify areas for continuous improvement.

Mapping the visitor journey

To better understand how visitors interact with the museum, the Hospitality Solutions Centre (HSC) team developed a comprehensive research plan focused on capturing the voice of the customer. The team conducted on-site visitor surveys and mystery shopping, supported by secondary research on visitor experience trends in the sector.

Using these insights, HSC created a detailed Customer Journey Map that compared the museum’s intended visitor experience at each touchpoint with the experience reported by guests. This enabled the museum to:

• Pinpoint service gaps and friction points

• Prioritise improvements based on real visitor feedback

• Maintain a high standard of experience as digital tools were introduced

With a clear understanding of the visitors' needs and expectations, we can deliver a more immersive museum experience.

Project overview

As consumer demand for convenient, high-quality meals continues to grow, a well-known local Chinese restaurant saw the opportunity to transform its signature claypot chicken into a ready-to-cook product. The goal was clear: preserve the rich, authentic flavour and aroma of this beloved dish while making it accessible for busy households to enjoy at home without compromising on taste or quality.

From restaurant table to home kitchen

To support this product innovation journey, RP partnered with the restaurant to develop a ready-to-cook version of their iconic dish. The collaboration focused on replicating the original flavour profile through rigorous experimentation with cooking and packaging techniques such as retort processing, sous vide, flash freezing, and vacuum sealing.

The project also involved refining ingredient combinations, marinade formulations, and cooking times to achieve the ideal balance of taste, texture, and shelf life. Multiple rounds of taste testing were conducted with the restaurant’s team to ensure the final product met expectations and retained the essence of the original claypot chicken experience.

Project overview

As Travelodge Hotels Asia (TLA) continues to grow its presence across key markets (including Singapore, Japan, Korea, Hong Kong, Thailand, and Malaysia), the need to attract, retain, and develop the right talent has become a strategic priority. To support its regional expansion, TLA partnered with SOH to build a robust HR and competency development framework aligned with the group’s business goals.

Building a scalable people strategy

Working closely with TLA’s executive and property-level leadership, the SOH team supported the setup of an HR shared services function that would serve the entire region. Through engagement with hotel General Managers, the team mapped the end-to-end guest services workflow and reviewed current training practices.

The result was a refreshed suite of training modules, designed for practicality and impact, covering key areas such as service standards, the pre-arrival guest experience, and frontline excellence. Each module runs for 45 to 60 minutes and includes a quiz to assess participants’ understanding and competency.

Beyond training delivery, SOH collaborated with TLA’s leadership to shape a long-term HR strategy focused on creating value for employees and supporting career progression. The project also included the selection and coaching of high-potential HR leaders, equipping them to drive organisational growth through talent.

With a solid talent development blueprint in place, TLA is now well-positioned to scale its operations while delivering consistent, high-quality guest experiences across the region.

Project overview

With the world’s population expected to reach 10 billion by 2050, the demand for sustainable protein alternatives is more urgent than ever. Mycelium-based meat (Mycomeat) has emerged as a promising solution, offering low cost, high fibre, and low fat content. However, one of its major limitations remains its taste and flavour profile.

Culinary innovation in action

In collaboration with colleagues from RP School of Applied Science, chefs from the SOH set out to improve the flavour and culinary appeal of Mycomeat. The team experimented with plant-based ingredient pairings, seasoning blends, and preparation techniques to elevate the taste and texture of Mycomeat products.

The result? A richer umami profile and a more satisfying bite. Several ready-to-eat and snackable formats were developed, including the Mala Mycomeat Chips, a product tailored to local flavour preferences and everyday consumption.

This project demonstrates RP’s interdisciplinary approach to sustainable food innovation, where science meets culinary arts to create tasty, eco-friendly alternatives for the future.

Project overview

Woodlands Health (WH), serving the northwestern region of Singapore, is progressively launching its purpose-built integrated campus comprising acute and community hospitals, outpatient clinics, long-term care facilities, and green healing spaces. In preparation for its operations, WH partnered with Republic Polytechnic’s School of Hospitality (SOH) to develop therapeutic menus that support patient wellness through tailored nutrition.

Collaboration and Culinary R&D

Chefs and dietitians from WH worked closely with Chef Soon and Chef Don from SOH in RP’s Culinary Lab to research and develop therapeutic dishes for both normal and special diets. The collaboration focused on achieving nutritional goals while maintaining appeal and flavour.

The SOH Hospitality Solutions Centre (HSC) also introduced these therapeutic dishes at 9th ave., RP’s training restaurant. Selected recipes were featured in the RP20 Anniversary cookbook by the Diploma in Restaurant & Culinary Operations.

Before the menu’s official launch in November 2021, a live demonstration showcased healthy eating recipes to staff and students.

Key highlights

• Texture-modified diets were developed and refined for patient needs.

• Culinary components such as sauces, gravies, starches, side dishes, and appetisers were optimised for both nutrition and taste.

• Sensory evaluations were conducted by chefs and students to ensure food acceptability.

Extended impact

• A joint workshop with a WH speech therapist and Chef Francis enriched student learning on therapeutic food textures.

• Insights from this project informed the development of a new SOH module, H225: Culinary Science and Arts, with lessons focused on nutrition-focused menu planning.