Frasers Hospitality has deployed a new artificial intelligence-driven training solution built on Google Cloud technology to improve staff onboarding and development.
The initiative, developed in collaboration with Kyndryl under Google Cloud’s AI Cloud Takeoff (AI CTO) program, aims to streamline the creation and distribution of standard operating procedures (SOPs) across its portfolio of serviced apartments and hotel residences.
The program was first introduced in Singapore and will expand progressively across Southeast Asia. By automating the production of SOPs from training videos, the company seeks to ensure consistent service quality, reduce manual workload, and strengthen its capacity to onboard staff quickly as its portfolio continues to grow.
AI-Driven SOP Development
Frasers Hospitality, a unit of Frasers Property Group, is integrating AI into its workforce training processes through an app designed with Google Cloud’s Firebase Studio, Vertex AI platform, and the Gemini API. The system automatically generates SOP documents and Business Process Model and Notation 2.0 (BPMN) flowcharts by analyzing best practice training videos. Managers review these materials before they are published in a centralized knowledge base accessible to employees.
The application also incorporates Google Cloud’s Translation API, allowing documents and training modules to be made available in multiple languages. This supports Frasers Hospitality’s multinational workforce and ensures consistency in operational standards across properties worldwide.
“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,” said Ian Loe, Managing Director, Group Digital and Technology, Frasers Property. “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.”
Application in Hospitality Operations
Frasers Hospitality’s operations depend heavily on staff proficiency in managing facilities and in-room amenities. Frequent updates to appliances and guest services create a need for constant training updates. Previously, revising and distributing SOPs across multiple properties was labor-intensive. By using AI to process video content into structured procedural documentation, the company reduces delays in training delivery while ensuring accuracy.
The rollout in Singapore serves as the first phase of deployment, with additional properties across Southeast Asia set to adopt the system. The company has positioned the initiative as part of its ongoing commitment to staff development and guest service consistency, which it says directly influences brand reputation and occupancy rates.
Part of Google Cloud’s AI CTO Program
The collaboration is part of Google Cloud’s AI Cloud Takeoff (AI CTO) program, which is organized with Digital Industry Singapore (DISG) under the Singapore Government’s Enterprise Compute Initiative. The program targets 300 digitally mature companies in Singapore, helping them establish AI Centers of Excellence (AI CoEs) to manage enterprise-level adoption of artificial intelligence.
Participating companies receive partner consultancy support, Google Cloud credits, and Google Cloud Skills Boost licenses valued at up to SG$500,000. Each is expected to develop a minimum viable product addressing a high-value AI use case. For Frasers Hospitality, the high-value use case has been identified as scaling training and SOP management across its multinational properties.
Kyndryl, one of the Google Cloud-certified partners appointed by DISG, worked alongside Frasers Hospitality to implement the app. The consultancy firm provided technical expertise in building the system and integrating it with existing operational processes. The partnership highlights how enterprises can adopt AI solutions quickly while meeting practical business needs.
Future Development
Frasers Hospitality is piloting a feature that converts text-based SOPs into motion graphics with voiceovers. The company said the addition could improve comprehension for employees who learn more effectively through visual media. The feature is currently in testing and remains exploratory, but it reflects the company’s commitment to practical innovation.
The company has received multiple industry awards recognizing its guest experience and service standards. Executives believe that adopting AI to modernize workforce training will help preserve those standards as the portfolio expands. By embedding digital innovation into its staff development programs, Frasers Hospitality aims to ensure that each new property maintains consistent service delivery.
The hospitality industry faces ongoing pressure to balance workforce growth with service quality, particularly as international travel rebounds. Technology adoption has increasingly become a way for operators to address challenges in training, staffing, and consistency. AI-driven platforms offer scalable solutions for industries that require multilingual training and rapid onboarding of new staff.
Frasers Hospitality manages serviced apartments and hotel residences in nearly 40 cities worldwide. Its adoption of Google Cloud AI solutions reflects a broader trend of hospitality companies using technology to standardize operations and improve efficiency. For global travelers, the outcome is intended to be consistent guest experiences regardless of property or location.
By integrating AI into daily operations, Frasers Hospitality joins a growing number of companies aligning staff training with digital transformation strategies. Its collaboration with Google Cloud and Kyndryl positions it at the intersection of technology and hospitality, reinforcing both workforce enablement and guest satisfaction as central to future growth.
