Shangri-La Hotels and Resorts
How Shangri-La Hotels And Resorts Improved English Content Consistency With Custom AI
Shangri-La Hotels and Resorts is one of Asia Pacific’s leading luxury hotel groups, with a global portfolio of hotels, resorts, and hospitality brands.
Across its properties, many employees create internal communications, guest-facing content, and operational materials in English, even though English may not be their first language.
With MYL’s custom AI editing workflow, Shangri-La was able to:
Support non-native English speakers with faster editing and refinement
Achieve up to 400% ROI
A Global Hospitality Brand With Diverse Communication Needs
Luxury hospitality depends on clear, polished, and consistent communication.
For Shangri-La, English was used across a wide range of content, from internal communications to guest-facing materials. However, with teams located across multiple countries and properties, maintaining consistent English quality created an ongoing challenge. Microsoft Copilot had been deployed but it was challenging to navigate for non-native English speakers and did not have the ability to apply Shangri-La’s existing style guide.
Employees needed a faster way to refine their writing, improve clarity, and stay aligned with Shangri-La’s brand standards.
Where Content Quality Became Difficult To Maintain
Before MYL’s custom AI workflow, employees often needed additional support to check grammar, structure, tone, and formatting.
This created several challenges:
- Non-native English speakers spent extra time refining first drafts
- Generic AI solutions were not delivering the required results
- All key communications required additional review
- Brand consistency was harder to maintain across teams
- Content quality depended heavily on individual English writing confidence
For a large hospitality group, the challenge was not simply writing in English. It was helping teams communicate clearly and consistently across a global organisation.
The Challenge Of Supporting Teams At Scale
In hospitality, communication quality affects both internal alignment and guest experience.
They needed a workflow that could help employees improve English content quickly while staying aligned with approved writing guidelines.
A Custom AI Editing Workflow Built Around Brand Standards
Mind Your Language worked with Shangri-La to use their comprehensive style guide to customise an English editing engine from a Large Language Model.
This allowed non-critical work, such as internal communications, to be instantly edited using AI. For critical and creative work, a dedicated native English-speaking editor helped ensure compliance with Shangri-La’s style and formatting guidelines.
Feedback showed that Brand GUARDIAN’s generative AI tools boosted productivity, as non-native English speakers were now given the tools to produce high quality first drafts. The online platform provided a much simpler user experience compared to CoPilot and connected hundreds of Shangri-La users across various properties to a single editor, helping support consistency and faster turnaround across the organisation.
The workflow included:
- The application of a comprehensive style guide tailored to Shangri-La
- Instant AI editing for non-critical internal communications
- Dedicated native English-speaking editing support for critical and creative work
- A single online platform connecting hundreds of users across Shangri-La properties
This solution empowered Shangri-La employees to become “five-star writers” in English, regardless of their background.
The System That Supports Global Hospitality Communication
For global hospitality teams managing English content across multiple properties, MYL can help improve writing quality, speed up editing, and maintain brand consistency through custom AI workflows.
