Frasers Hospitality has implemented an AI-driven system to streamline staff training, recognising that service quality – from room maintenance to staff attentiveness – directly impacts guest satisfaction, reviews, brand reputation and occupancy.
As its portfolio grows, the need to onboard and train new team members has increased. This process is complicated by frequent updates to in-room amenities, such as coffee machines and washers, each requiring new installation and maintenance procedures. Updating standard operating procedures (SOPs) manually across multiple properties and languages is time-intensive.
To address this, Frasers Hospitality joined Google Cloud’s AI Cloud Takeoff (AI CTO) programme and collaborated with Kyndryl, a Google Cloud partner, to develop an AI agent-based SOP creation and knowledge base app. Built using Google Cloud’s Firebase Studio, Vertex AI platform and the Gemini API, the app automatically analyses training videos to generate SOP documents and Business Process Model and Notation 2.0 flowcharts. Managers review the outputs before they are made available to staff as training modules. The app includes a translation feature powered by Google Cloud’s Translation API to support a multinational workforce.
The solution has been initially deployed at Frasers Hospitality properties in Singapore, with a gradual roll-out planned across South-east Asia. Ian Loe, managing director of group digital and technology at Frasers Property, said that using Google Cloud’s software and the Gemini 2.5 Flash model allowed the company to move from solution ideation to production in six weeks. The system has transformed staff training, enabling quickly generated procedural documents and supporting a scalable development programme. Frasers Hospitality is also considering its use in facilities management across its wider portfolio.
The company is piloting a feature that converts text-based SOPs into motion graphics with voiceovers, recognising that visual formats can improve learning for some staff. This phase remains exploratory.
Google Cloud’s AI CTO programme, organised with Digital Industry Singapore under the Singapore Government’s Enterprise Compute Initiative, aims to establish AI Centres of Excellence (AI CoEs) within 300 digitally mature Singapore-based companies. Participating firms receive consultancy support, Google Cloud credits and Skills Boost licences worth up to S$500,000 (US$360,000) to pilot at least one minimum viable product addressing a high-value AI use case.
Applications for the AI CTO programme are open. Partners appointed by DISG include Accenture, Aimazing, AsiaPac, Cloud Ace, CloudMile, Deloitte, Endava, Kyndryl, NCS, NTT Data, Onepoint, PointStar, Searce, and Tridorian.
