Frasers Hospitality Innovates Staff Training with Advanced Technology
Frasers Hospitality enhances its staff training efficiency through a groundbreaking collaboration with Google Cloud and Kyndryl, leveraging AI-driven solutions.
Frasers Hospitality continues to elevate its service quality through an innovative blend of human resource training and cutting-edge technology. The company has joined forces with Google Cloud’s AI Cloud Takeoff programme and Kyndryl to create a practical application that leverages AI for developing Standard Operating Procedures (SOPs) and a comprehensive knowledge base.
Utilizing Google Cloud’s Firebase Studio, Vertex AI platform, and the Gemini API, the application automates the analysis of best practice training videos to produce SOP documents and Business Process Model and Notation (BPMN) flowcharts. These resources are then reviewed by managers and made accessible to staff.
In addition, the app features a built-in translation service powered by Google Cloud’s Translation API, making it accessible for Frasers Hospitality’s global workforce.
The Need for Such Technologies
Frasers Hospitality recognizes that every detail in the guest experience, from room upkeep to staff attentiveness, can significantly influence guest satisfaction and brand reputation. Thus, the company believes in the necessity of simultaneous onboarding and training for its team members.
As a notable industry player with numerous accolades, Frasers Hospitality is committed to ongoing staff development and adapting to the frequent updates required for in-room amenities. The digital solution has been initially launched in Singapore and will extend its deployment across Southeast Asia.
Ian Loe, managing director for group digital and technology at Frasers Property, stated: “With Google Cloud’s user-friendly software and the Gemini 2.5 Flash model performing exceptionally well, we transitioned from ideation to production in just six weeks. This capability to swiftly produce training documents based on videos has significantly altered our training processes, allowing for a scalable staff development program that maintains consistency across our operations.”
Looking forward, Frasers Hospitality plans to pilot a feature that converts text-based SOPs into motion graphics with voiceovers, acknowledging that some employees may benefit from visual learning formats.
