Singapore — Frasers Hospitality, the serviced residence and hotel operator under Frasers Property Group, has introduced an AI-powered solution to enhance workforce training and operational consistency. The initiative is part of its participation in Google Cloud’s AI Cloud Takeoff (AI CTO) program, with technical support from Kyndryl.
As Frasers Hospitality expands across nearly 40 cities, maintaining service quality requires efficient onboarding and continuous training of staff. The process has traditionally been resource-intensive, especially when new in-room appliances or amenities require standard operating procedures (SOPs) to be updated across multiple properties and languages.
To streamline this, Frasers Hospitality developed an AI agent-based application using Google Cloud’s Firebase Studio, Vertex AI, and Gemini API. The system analyses training videos to generate SOP documents and Business Process Model and Notation 2.0 (BPMN) flowcharts. Managers review these materials before making them available to employees through an integrated knowledge base. A built-in translation feature, powered by Google Cloud’s Translation API, supports accessibility for staff across different countries.
Ian Loe, managing director, group digital and technology at Frasers Property, explained how Google Cloud’s software performs exceptionally well, bringing the company’s solution ideation to the production process down to six weeks.
“The ability to quickly generate and disseminate easy-to-digest procedural documents from videos has fundamentally reshaped our approach to training,” Ian said.
“It has enabled us to transition to a scalable and structured staff development program that ensures a consistent guest experience across our hospitality portfolio.”
The solution was first deployed in Singapore and will gradually expand to other properties in Southeast Asia. Frasers Hospitality is also testing additional features, including the conversion of text-based SOPs into motion graphics with voiceovers, to further support diverse learning preferences among employees.
The project aligns with Google Cloud’s AI CTO program, run in partnership with Digital Industry Singapore (DISG) under the government’s Enterprise Compute Initiative. The program aims to help 300 Singapore-based companies establish AI Centers of Excellence, providing access to consultancy support, Google Cloud credits, and training resources valued at up to SG$500,000.
