Shangri-La Hotels and Resorts

Shangri-La Hotels and Resorts is a leading luxury hotel group in Asia Pacific and is regarded as one of the world’s finest hotel ownership and management companies.

The Requirements

As many employees within Shangri-La's properties in Asia are not native English speakers, their efforts at writer training and comprehensive style guides could not keep up with turnover and expanding needs. Shangri-La therefore needed a solution to support a large, diverse workforce across its global properties.

Our Solution

We developed a comprehensive style guide, and then customised an English editing engine from a Large Language Model. This allowed non-critical work, such as internal communications, to be instantly machine-edited using AI. For critical and creative work, a dedicated native English-speaking editor ensured compliance with style and formatting guidelines.

Feedback revealed that Brand GUARDIAN’s generative AI tools boosted productivity, as non-native English speakers no longer needed to focus on grammar for their first drafts. Brand GUARDIAN’s online platform connected hundreds of Shangri-La users across various properties to a single editor, maximizing ROI and ensuring consistency with average return times under two hours. This solution empowered Shangri-La employees to become “five-star writers” in English, regardless of their background.