Frasers Hospitality, the serviced residence and hotel operator under Frasers Property Group, is revolutionizing staff training and service quality by integrating artificial intelligence into its operations. The company has joined Google Cloud’s AI Cloud Takeoff (AI CTO) programme and, in collaboration with Google Cloud partner Kyndryl, developed an innovative AI agent-based SOP creation and knowledge base application. Using Google Cloud’s Firebase Studio, Vertex AI platform, and Gemini API, the app automatically analyzes training videos to generate SOP documents and BPMN 2.0 flowcharts, which are then reviewed and shared with staff as training modules. With a built-in translation feature powered by Google Cloud’s Translation API, the solution ensures accessibility across Frasers Hospitality’s multinational workforce.
The initiative addresses the industry’s growing need for rapid and consistent staff onboarding, especially as new in-room technologies and amenities require updated procedures. By automating SOP creation and training delivery, Frasers Hospitality is reducing time-intensive manual processes and ensuring uniform service standards across its global portfolio. The solution has been launched in Singapore and will be progressively rolled out across Southeast Asia, further strengthening the brand’s reputation for exceptional guest experiences.
According to Ian Loe, Managing Director for Group Digital and Technology at Frasers Property, the ability to generate structured training content in just six weeks has transformed the company’s approach to staff development. Looking ahead, Frasers Hospitality is also piloting a feature that converts text-based SOPs into motion graphics with voiceovers, enhancing learning for diverse staff needs. With these AI-driven innovations, Frasers Hospitality is setting a new benchmark for scalable training solutions in the hospitality industry.
