Millennium Hotels & Resorts wins at Singapore Business Review Management Excellence Awards 2025

Innovation and teamwork drive the global hospitality brand’s transformation across loyalty, culture, and digital excellence.

Millennium Hotels & Resorts won Innovator of the Year - Hospitality & Leisure and Team of the Year - Hospitality & Leisure in the Singapore Business Review Management Excellence Awards 2025.

Under the leadership of Interim Chief Operating Officer and Chief Commercial Officer Saurabh Prakash, the company strengthened its approach to hospitality through practical innovation. Saurabh focuses on how the business connects with guests, supports its people, and secures long-term growth. His initiatives cover loyalty, culture, digital engagement, and sustainability, each showing clear results across the organisation.

Through the Culinary Compass programme, Millennium Hotels & Resorts gamified dining, encouraging members to explore all 16 restaurants in Singapore. The initiative generated significant revenue within five months and achieved strong engagement across digital channels. Meanwhile, the AI-powered chatbot on its brand website drove a 167% rise in direct bookings and reduced staff workload by 1,323 hours, enabling teams to focus on personal guest experiences.

Saurabh also spearheaded the G.E.T. Roadmap, embedding the Group’s Growth, Excellence, and Transformation Ethos into employee performance and recognition. The framework transformed performance reviews into value-aligned discussions and fostered a culture of innovation at every level.

The wider Millennium Hotels & Resorts team mirrored this success through large-scale transformation efforts. By merging its room and dining loyalty programmes into a single ecosystem, the team strengthened guest relationships and grew member revenue across key markets. Digital innovation also took centre stage with AI voice assistants in over 2,700 rooms and fully integrated self-service kiosks at M Hotel Singapore, setting new standards for guest convenience and operational efficiency.

The Singapore Business Review Management Excellence Awards honours visionary executives, innovators, and high-performing teams, as well as initiatives that champion diversity, inclusion, employee engagement, and workplace well-being.

The Singapore Business Review Management Excellence Awards is presented by Singapore Business Review Magazine. To view the full list of winners, click here. If you want to know more about the awards programme, you may contact Julie Anne Nuñez-Difuntorum at (+65) 3158 1386 ext. 221 or [email protected].

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