Frasers Hospitality rethinks staff enablement with cutting-edge technologies
Frasers Property Group’s enterprise unit Frasers Hospitality continues to spice up its service high quality by means of each human useful resource coaching and the usage of cutting-edge applied sciences.
That mentioned, Frasers Hospitality joined Google Cloud’s AI Cloud Takeoff (AI CTO) programme and collaborated with Kyndryl, a Google Cloud accomplice, to develop a sensible AI agent-based SOP creation and data base app.
Constructed utilizing Google Cloud’s Firebase Studio, Vertex AI platform, and natively-multimodal Gemini API, the app routinely analyzes greatest follow coaching movies to generate SOP paperwork and Enterprise Course of Mannequin and Notation 2.0 (BPMN) flowcharts.
These are reviewed by managers and made obtainable to workers as coaching modules by way of the app’s data base.
To make sure accessibility throughout Frasers Hospitality’s multinational workforce, the app features a built-in translation characteristic powered by Google Cloud’s Translation API.
Why such applied sciences are mandatory
Given how each element, from room repairs to workers attentiveness, straight influences visitor satisfaction, opinions, model repute, and occupancy charges, the corporate sees a have to onboard and prepare new crew members concurrently.
This demand is additional pushed by Frasers Hospitality’s dedication to workers improvement, making ongoing coaching a important and regularly evolving precedence.
This course of is made extra complicated by frequent updates to in-room facilities, comparable to espresso machines or washers, to satisfy fashionable expectations.
Every new equipment requires new set up and upkeep procedures for normal upkeeping.
Manually updating customary working procedures (SOPs) throughout numerous properties and languages is time-intensive.
That mentioned, the brand new digital resolution has been initially rolled out for Frasers Hospitality properties in Singapore and can be progressively rolled out throughout Southeast Asia.
Certainly, Frasers Hospitality has earned quite a few business accolades that acknowledge its dedication to curating distinctive visitor experiences. The implementation of its newest resolution reinforces this dedication.
As Frasers Property managing director for group digital and know-how Ian Loe places it: “With Google Cloud’s easy-to-use software program elements and its Gemini 2.5 Flash mannequin performing exceptionally properly with out fine-tuning, we went from resolution ideation to manufacturing in simply six weeks. The flexibility to rapidly generate and disseminate easy-to-digest procedural paperwork from movies has basically reshaped our strategy to coaching. It has enabled us to transition to a scalable and structured workers improvement program that ensures a constant visitor expertise throughout our hospitality portfolio. We’re additionally exploring its use in amenities administration throughout our wider multi-asset class portfolio.”
Trying forward, Frasers Hospitality is piloting a characteristic that transforms text-based SOPs into movement graphics with voiceovers, recognizing that visible codecs can improve studying for sure workers. This subsequent part stays exploratory and targeted on sensible outcomes.