Managing Complex F&B and Banquet Operations with Cloud POS: Operational Outcomes at Pan Pacific Hanoi
Hotel operations
Mobile ordering
Asia Pacific
Infrasys POS
Asia Pacific
Area of operation
1
Number of properties
328
Number of rooms
Accommodations
Museums
Attractions
Catering establishments
Managing food and beverage operations at a luxury hotel is increasingly complex. At Pan Pacific Hanoi, multiple restaurants, bars, banquet venues, and large-scale MICE events generate thousands of transactions that must flow accurately between service teams, kitchens, finance, and guest accounts. As the hotel accelerated its digital transformation efforts and aligned with the wider Pan Pacific Hotels Group technology roadmap, leadership recognized the need for a more scalable and connected platform capable of supporting operational complexity, improving visibility, and preparing the business for future growth.
Following the implementation of Shiji's Infrasys POS, Pan Pacific Hanoi achieved more than 50% mobile ordering adoption and nearly 100% automated PMS posting, helping reduce manual administration while improving operational consistency across the property.
As hospitality organizations continue to modernize technology stacks, cloud-based POS systems are becoming central to operational efficiency. For hotels with complex food and beverage operations, success depends on the ability to connect outlets, automate workflows, support mobility, and provide accurate data across the business.
Pan Pacific Hanoi sought to standardize operations while maintaining the flexibility needed to manage premium dining venues, high-volume restaurants, banquet events, and guest-facing service delivery. The hotel's objective was not simply to replace an existing POS but to establish a platform that could support future growth and digital initiatives.
Operational Challenge
Before implementing Infrasys POS, Pan Pacific Hanoi operated on a reliable legacy platform. However, as Pan Pacific Hotels Group accelerated technology standardization across its portfolio and advanced its digital transformation strategy, the hotel required a solution that could deliver greater cloud flexibility, stronger integration capabilities, and improved scalability across multiple food and beverage outlets.
The hotel also sought to address operational challenges associated with managing complex banquets and MICE businesses. Transaction posting between POS and PMS systems required significant administrative effort, while event billing processes demanded greater efficiency and consistency. At the same time, leadership wanted better access to operational and guest spending data to support more informed decision-making across the business.
Rather than simply replacing a POS system, the objective was to establish a scalable operational platform capable of supporting future business growth and continue ddigital transformation.
The Study
This case study examines how Pan Pacific Hanoi leveraged Infrasys POS to streamline food and beverage operations, improve billing processes, enhance service mobility, and strengthen operational visibility across multiple outlets.
Attention was given to three key operational area
Service efficiency through mobile ordering
Event and banquet billing management
Data visibility and operational decision-making
Methodology
The findings are based on interviews with the hotel's Food & Beverage leadership team, operational data provided by Pan Pacific Hanoi, and observations collected following the implementation of Infrasys POS in June 2025.
The study reviewed:
Mobile ordering adoption
Billing and transaction workflows
Banquet and event processes
PMS integration performance
Staff productivity indicators
Operational management reporting
Key Findings & Insights
Mobile Ordering Improved Service Efficiency
One of the most visible operational improvements has been the adoption of tableside ordering. More than 50% of food and beverage orders are now processed directly through mobile tablets, enabling service teams to enter orders while engaging with guests and eliminating the need for manual transcription. Orders are routed directly to operational teams in real time, helping improve coordination and reduce unnecessary process steps.
Key Data:
Over 50% of F&B orders are placed through mobile tablets.
Zero reported order transmission delays or command drops.
Reduction in manual order-taking and transcription errors reported by the hotel
Operational Impact:
By reducing reliance on traditional order-taking workflows, service staff spend less time travelling between guest tables and POS terminals. The result is a more efficient service flow, improved communication between front-of-house and kitchen teams, and greater time available for guest interaction.
"One of the most valuable improvements has been the ability for our teams to engage directly with guests while placing orders at the table. Previously, service staff relied on manual note-taking and additional steps to enter orders. Today, orders are sent instantly to the kitchen and bar from the tablet, improving efficiency, reducing manual processes, and allowing our team to focus more on the guest experience,” David Duffy, Director of Food & Beverage, Pan Pacific Hanoi
Automated Posting Reduced Administrative Work
A significant operational improvement came through the integration between Infrasys POS and the hotel's PMS. Transactions are automatically synchronized in real time, reducing the manual effort previously associated with transaction posting, reconciliation, and billing reviews.
Key Data:
Operational Impact:
Automated transaction posting has reduced administrative workload for both operational and finance teams while improving billing consistency. Faster access to transaction data also supports smoother revenue reconciliation and helps reduce the risk of manual errors.
Banquet Operations Benefit from Streamlined Billing Workflows
As a hotel with a substantial MICE and banquet business, Pan Pacific Hanoi manages events ranging from corporate meetings to large-scale functions serving hundreds of guests. Efficient billing and transaction management are critical to maintaining operational control.
Infrasys POS supports package-based billing and consolidated transaction processing, helping improve consistency when managing complex events and multiple revenue streams.
Key Data:
Events typically serve dozens to hundreds of guests per function.
Banquet invoices are processed through package-based billing workflows.
Multi-outlet charges can be consolidated efficiently when required.
Operational Impact:
Management reported improved consistency in event billing reviews and faster handling of banquet transactions compared to previous processes, helping support smoother event operations and stronger administrative control.
Improved Data Visibility Supports Better Informed Business Decisions
Access to more comprehensive operational and guest spending data has enabled hotel leadership to strengthen decision-making across food and beverage operations.
The hotel now uses guest segmentation information and spending insights to better understand capture rates, guest behavior, and commercial opportunities across multiple outlets. These insights provide a stronger foundation for future marketing initiatives, menu optimization strategies, and revenue planning.
Key Data:
Guest segmentation data is used to analyze hotel capture ratios and commercial opportunities.
Enhanced visibility into outlet performance and guest spending behavior.
Greater access to operational reporting across the business.
Commercial Insight:
While management does not directly attribute revenue growth to the POS implementation, improved visibility into operational and guest data provides a stronger analytical foundation for future commercial decisions. The ability to monitor performance more effectively supports a more data-driven approach to food and beverage management.
Integrated Guest Journey Management Enhances Operational Control
The integration between Infrasys POS and TableCheckprovides restaurant teams with improved visibility into reservations, guest history, and dining preferences. This enables teams to better manage floor operations while supporting more personalized guest interactions.
Key Data:
Real-time reservation visibility through TableCheck integration.
Enhanced guest dining history and preference tracking.
Improved bill auditing capabilities across the operation.
Operational Impact:
The integration helps teams maintain greater operational control across multiple outlets while improving visibility into guest behavior and reservation activity, contributing to a more connected dining operation.
Metrics Summary
Area
Result
Mobile POS Adoption
Over 50% of F&B orders are processed via tablets
Order Transmission
Real-time routing to kitchen and bar operations
PMS Transaction Posting
Nearly 100% automated posting
F&B Average Check
Approximately VND 700,000 per bill
Beverage Spend
Approximately VND 150,000 per guest
Summit Restaurant Productivity
3 orders per staff member per hour
Song Hong Productivity
3 orders per staff member per hour
Pacifica Productivity
2 orders per staff member per hour
Ming Productivity
1 order per staff member per hour
Banquet Billing
More consistent event billing and transaction handling
Data Visibility
Improved operational and commercial reporting
TableCheck Integration
Enhanced reservation and guest history visibility
"As a hotel with diverse dining concepts, large-scale banquets, and significant MICE activity, we needed a platform that could support both operational complexity and future growth. Infrasys POS has helped us improve consistency across outlets, streamline event operations, and provide the visibility needed to make more informed business decisions," Benjamin Schwarz, General Manager, Pan Pacific Hanoi
Conclusion
For Pan Pacific Hanoi, the implementation of Infrasys POS represented a strategic investment in operational modernization rather than a simple technology replacement. The hotel's objective was to establish a scalable platform capable of supporting increasingly complex food and beverage operations while aligning with the broader digital transformation strategy of Pan Pacific Hotels Group.
By enabling mobile ordering, automating PMS transaction posting, simplifying banquet billing workflows, and improving access to operational data, Infrasys POS has helped create a more connected and efficient operating environment. The hotel now benefits from stronger visibility across outlets, greater consistency in administrative processes, and a technology foundation capable of supporting future innovation.
As hospitality operators continue balancing service excellence with operational efficiency, Pan Pacific Hanoi demonstrates how cloud-based POS technology can help simplify complexity, strengthen decision-making, and provide the scalability required for long-term growth.
Interested in taking the next step?
Pan Pacific Hotels Group
Pan Pacific Hotels Group is a global hospitality company that owns and/or manages more than 50 hotels, resorts and serviced suites across three brands,
Pan Pacific, PARKROYAL COLLECTION, and PARKROYAL, encompassing more than 30 cities across Asia Pacific, Africa, North America and Europe. Headquartered in Singapore, it is a member of Singapore-listed UOL Group Limited.
About Shiji Group
Shiji is a global technology company dedicated to providing innovative solutions for the hospitality industry, ensuring seamless operations for hoteliers day and night. Built on the Shiji Platform—the only truly global hotel technology platform—Shiji’s cloud-based portfolio includes Property Management System, Point-of-Sale, guest engagement, distribution, payments, and data intelligence solutions for over 91,000 hotels worldwide, including the largest chains.
With more than 5,000 employees across the world, Shiji is a trusted partner for the world’s leading hoteliers, delivering technology that works as continuously as the industry itself. That’s why the best hotels run on Shiji—day and night. While its primary focus is on hospitality, Shiji also serves select customers in food service, retail, and entertainment in certain regions.For more information, visit shijigroup.com
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