Ricerca
Sunborn London
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Europa
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Located at Royal Victoria Dock beside ExCeL London, Sunborn London is the UK’s only luxury yacht hotel, offering waterfront views across the historic Royal Docks and an experience tailored to celebratory stays such as birthdays, anniversaries, and proposals. Delivering five-star service aboard a docked yacht presents unique operational challenges, from tight physical spaces to complex guest flows and the need for seamless coordination across onboard departments including F&B, MICE, and housekeeping.
To overcome the limitations of fragmented legacy systems, Sunborn London partnered with Shiji to implement a unified, integrated hotel technology ecosystem: transforming operations, improving staff efficiency, and elevating personalised guest experiences across the entire property.
This case study looks at how digitally connected technology helps Sunborn London run more efficiently and deliver more personalised service in a unique hotel setting. It shows the real-world impact of an integrated hotel technology stack on staff productivity, guest experience, and teamwork across departments.
In collaboration with the management, operations, guest services, and F&B teams at Sunborn London, Shiji conducted an in-depth evaluation of the impact of implementing a unified technology ecosystem to support the hotel’s digital transformation objectives.
Sunborn London adopted a full suite of Shiji products to support its operations across the property. Luce diurna PMS enables an agile, mobile-first front desk operation, while Stellaris Digital Stay streamlines the check-in process and reduces front desk queues. Infrasys POS and Stellaris Digital Dine have transformed food and beverage service by reducing delays and minimizing errors. Astral Payments supports secure and seamless guest transactions. This integrated ecosystem connects with Revinate, SiteMinder, STR Global, SynXis, Onity, and Smart Hotel, allowing Sunborn London to personalize the guest journey while improving forecasting, pricing, and service execution.
To evaluate the operational, experiential, and cross-departmental impact of Shiji’s technology solutions, a combination of qualitative and observational insights was used.
Insights were collected through structured interviews and on-site filming sessions with key stakeholders across multiple departments at Sunborn London. These included Francisco Ventura, General Manager; Vasilis Giannios, Operations Manager; Migle Silanskaite, Project Manager; Rimante Simanauskaite, Housekeeping Manager; and Bella Herancsenyi, Floor Manager.
Observations focused on system usage in real-world scenarios, including guest check-in, mobile ordering, guest preferences, and housekeeping coordination. Staff feedback was used to assess improvements in workflow, training, and guest experience following the implementation of Shiji’s technology stack.
We reduced check-in time by over 80%, from up to eight minutes to just about one minute with the new system.” — Vasilis Giannios, Operations Manager, Sunborn London
Operational efficiency
Sunborn London streamlined Front Office, F&B, and Housekeeping processes with real-time updates and automation:
Before: Check-in involved multiple disconnected systems, causing delays, duplicate data entry, and staff frustration.
After: Guests check in online in seconds. Orders placed via Digital Dine go straight to the kitchen. Housekeeping receives real-time room status updates.
Guest experience
Online check-in makes arrival quicker and easier for guests. Dietary requirements and special requests are recorded at the time of ordering, helping staff provide more tailored service. As a result, guests benefit from faster, more consistent, and more personalized experiences, with technology working quietly in the background.
Implementation & support
The rollout was described by the team as smooth and well coordinated, with responsive support from Shiji and clear timelines. Using one unified system ensures consistent data and better communication between teams, reducing errors and manual work. Familiar interfaces and shared workflows shortened training time and helped Front Office, F&B, and Housekeeping work together more effectively, allowing for a smooth go-live with minimal disruption.
Security-first technology infrastructure
Payment processing is fully encrypted and PCI-DSS compliant, with sensitive card data tokenized to reduce risk. Built-in fraud and chargeback controls protect transactions, while Astral Payments enables seamless, secure payments and simplified billing across all departments.
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We’ve noticed that since moving to Shiji, we’ve been able to make our jobs more efficient. The fact that you’re working with the same system for everything makes technology work better for us.
– Francisco Ventura, General Manager at Sunborn London
With Shiji’s fully integrated tech stack, the team unified their data, simplified workflows, and elevated every touchpoint of the guest journey. From seamless check-in and instant mobile ordering to real-time housekeeping updates, everything now runs faster, smoother, and with less effort.
Most importantly, technology now works in the background, freeing up staff to focus on what really matters: delivering memorable, personalized experiences that live up to Sunborn’s unique setting.
This isn’t just a digital upgrade. It’s modern hospitality done right.
Sunborn London is a unique luxury yacht hotel moored at Royal Victoria Dock in the heart of London’s dynamic Docklands. As the UK’s only super yacht hotel, Sunborn London offers 138 stylish guest rooms and suites with bespoke furnishings and panoramic views of Canary Wharf, the O2 Arena and the Thames. Designed to blend sophisticated hospitality with an extraordinary setting, the hotel features elegant dining at Lands End Restaurant, the chic Sundown Bar,
bespoke event and meeting spaces, and exceptional service for both leisure and business travelers. Its prime location next to ExCeL London and excellent transport links make it an ideal destination for international conferences, special occasions and memorable urban escapes. Operated by Sunborn International, Sunborn London embodies innovation in floating hospitality and delivers unforgettable experiences on water.
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, Distribuzione, Pagamenti, 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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