Frasers Hospitality, a strategic business unit of Frasers Property Group known for its serviced apartments and hotel residences across nearly 40 cities, places a premium on service quality. Every detail – from room upkeep to staff attentiveness – directly influences guest satisfaction, reviews, brand reputation, and occupancy rates.
As its portfolio continues to expand, the need to onboard and train new team members grows in tandem. This demand is further driven by Frasers Hospitality’s commitment to staff development, making ongoing training a critical and continually evolving priority. This process is made more complex by frequent updates to in-room amenities, such as coffee machines or washers, to meet modern expectations. Each new appliance requires new installation and maintenance procedures for regular upkeeping. Manually updating standard operating procedures (SOPs) across diverse properties and languages is time-intensive.
To address this, Frasers Hospitality joined Google Cloud’s AI Cloud Takeoff (AI CTO) program and collaborated with Kyndryl, a Google Cloud partner, to develop a practical AI agent-based SOP creation and knowledge base app. Built using Google Cloud’s Firebase Studio, Vertex AI platform, and natively-multimodal Gemini API, the app automatically analyzes best practice training videos to generate SOP documents and Business Process Model and Notation 2.0 (BPMN) flowcharts. These are reviewed by managers and made available to staff as training modules via the app’s knowledge base. To ensure accessibility across Frasers Hospitality’s multinational workforce, the app includes a built-in translation feature powered by Google Cloud’s Translation API.
This solution has been first deployed for Frasers Hospitality properties in Singapore and will be progressively rolled out across Southeast Asia. Frasers Hospitality has earned numerous industry accolades that recognize its dedication to curating exceptional guest experiences. The implementation of its latest solution reinforces this commitment.
Ian Loe, Managing Director, Group Digital and Technology, Frasers Property, said: “With Google Cloud’s easy-to-use software components and its Gemini 2.5 Flash model performing exceptionally well without fine-tuning, we went from solution ideation to production in just six weeks. The ability to quickly generate and disseminate easy-to-digest procedural documents from videos has fundamentally reshaped our approach to training. It has enabled us to transition to a scalable and structured staff development program that ensures a consistent guest experience across our hospitality portfolio. We’re also exploring its use in facilities management across our wider multi-asset class portfolio.”
Looking ahead, Frasers Hospitality is piloting a feature that transforms text-based SOPs into motion graphics with voiceovers, recognizing that visual formats can enhance learning for certain staff. This next phase remains exploratory and focused on practical outcomes.
The AI CTO program: Providing a clear pathway to enterprise AI excellence at scale
Google Cloud’s AI CTO program, organized in partnership with Digital Industry Singapore (DISG) under the Singapore Government’s Enterprise Compute Initiative, aims to establish AI Centers of Excellence (AI CoEs) within 300 digitally-mature, Singapore-based companies.
Using a proven Google Cloud framework, the program will help each participating company establish a dedicated in-house unit (i.e., an AI CoE) that will centralize AI-related expertise, resources, and governance; drive technology, process, and people transformation; and ensure AI innovation initiatives are aligned with business objectives and implemented securely and responsibly.
Each company will work with a DISG-appointed, Google Cloud-certified technical consultancy partner to establish its AI CoE. It will receive partner consultancy support, Google Cloud credits, and Google Cloud Skills Boost licenses worth up to SG$500,000 to pilot at least one minimum viable product that addresses a high-value AI use case. AI CTO is designed to help companies create, implement, and scale enterprise AI solutions that boost their competitiveness and unlock new revenue opportunities.
Applications are open for the AI CTO program. Google Cloud partners appointed by DISG for the program include Accenture, Aimazing, AsiaPac, Cloud Ace, CloudMile, Deloitte, Endava, Kyndryl, NCS, NTT Data, Onepoint, OniGroup, PointStar, Searce, and Tridorian.
