Shangri-La Singapore: raising hospitality standards through smart digital check-in
As the flagship of the Shangri-La Group, Shangri-La Singapore pioneered a fully digital check-in journey — mobile, kiosk, and loyalty-aware — setting a new standard for luxury hospitality in the digital age.
About Shangri-La Singapore
Shangri-La Singapore, located on the prestigious Orange Grove Road just off Orchard, is one of the region's most iconic five-star hotels. With 792 rooms and suites spread across three distinct wings, the property offers a unique blend of resort-style luxury and forward-thinking innovation.
As the flagship of the Shangri-La Group, it was the ideal choice to pioneer a fully digital check-in journey — seamlessly integrating both mobile and kiosk options into daily operations and the Shangri-La Circle loyalty app.
Challenges & goals
Shangri-La Singapore's objective was to create a truly frictionless and premium check-in journey — whether online (via app or web) or on-site at a kiosk — that reflected the brand's luxury standards, supported operational excellence, and delivered measurable improvements in guest satisfaction, staff workload and data accuracy.
- Handling the complete check-in process. Pre-registration, digital forms, payment processing and key issuance.
- Connecting all systems. Linking Oracle Opera PMS, Assa Abloy key system, Singapore's STB EVA identity verification, Fiserv payment gateway and guest identity management.
- Designing two distinct check-in flows. One for Shangri-La Circle loyalty members with quicker access and special benefits; one for new or non-member guests.
- Creating a fully digital pre-arrival process. Personalised communication, seamless ID verification and streamlined registration.
- Streamlining operations. Cutting manual steps while maintaining the hotel's high service standards.
Why at-visions
Shangri-La Singapore chose at-visions for the flexibility and dependability of our digital guest journey platform, and our commitment to supporting their premium service standards. Our ONEguest solution offered:
- Check-in processes tailored for both loyalty and non-loyalty guests
- Mobile key features for guests' smartphones or via self-service kiosks
- Real-time connection with Oracle Opera, Assa Abloy, STB EVA, Fiserv and more
- An intuitive guest interface aligned with Shangri-La's trusted style of service
Implementation
With ONEguest, Shangri-La Singapore revamped its entire check-in process — from pre-arrival communication to seamless room access — across two channels:
- Mobile check-in via web & app. Pre-arrival emails guide guests to a fully branded, mobile-optimised check-in flow with secure ID verification (Sonio Identity Orchestration), STB EVA integration for international visitors, payment pre-authorisation, and loyalty-based routing: Shangri-La Circle members receive room selection, exclusive offers and a digital key; non-members follow a streamlined standard path.
- Kiosk check-in. Lobby kiosks support both independent and assisted check-in: multi-language UI, guest lookup via ID, QR code, phone, email, last name, membership number or biometrics; reusable digital identity; full ID/passport and payment processing; and encoding and dispensing of sustainable wooden RFID keycards — a brand-first with no compromise on design or security.
Standout features
- Reusable digital identity. Guest identity is securely verified and stored on first visit — significantly reducing friction for returning guests across all channels.
- Sustainable wooden keycards. Integration with the mechanical and technical constraints of wooden RFID cards at the kiosk — a strong USP in terms of sustainability and guest perception.
- Dynamic journey by loyalty status. Loyalty members are automatically routed through an enhanced flow with room selection, upsell offers and digital key. Non-members receive a streamlined path. No manual profile handling required.
- Automated room allocation. ONEguest assigns rooms based on guest preferences (floor, proximity to elevator, corner room) cross-checked with real-time PMS availability — no front-desk intervention needed.
Real results
- Pre-arrival communication personalised according to loyalty status
- Guests verify ID digitally, complete registration forms and process payment before arrival
- On arrival: mobile key or kiosk check-in available — no front desk required
- Guest preferences (high floor, room location) set automatically via PMS integration
- Separate flows for loyalty and non-loyalty guests make check-in quick and welcoming
- All payments processed securely through tokenisation, meeting guest expectations and compliance standards
“Loved the self check-in! Super quick, super smooth, and honestly... kind of fun. No lines, no stress — just tap, check in, and go.”Jasmin · Guest, Shangri-La Singapore
The outcome
The rollout at Shangri-La Singapore marks a new standard for how luxury hospitality and digital processes can work hand in hand. Guests benefit from a modern, contactless check-in option while the hotel gains speed, accuracy and operational relief at the front desk.
Most importantly, it proves that digital doesn't mean impersonal. With smart routing, identity intelligence and seamless handoffs between mobile, kiosk and human touchpoints, we've built a solution that respects every guest's journey — whether they're a Shangri-La Circle member or a first-time visitor.