Having used the Freeman Group for almost 20 years I consider them the most effective standards training and personnel development company that I have worked with.

Geoffrey A. Gelardi
Managing Director – The Lanesborough
Vice President of Operations – St Regis Hotels and Resorts

I have utilized the services of the Freeman Group in a number of openings (Caesars Tahoe, The TrumpTaj Mahal and Mohegan Sun) to assist our organization in the training of staff on the quality service levels and the development of Standard Operating Procedures.

The Professionalism and Quality of their work was outstanding. I would highly recommend their services as an added support team to augment your HR and Operational Teams in the Training Process, especially during the pre-opening phase.

Jon A. Arnesen
Senior Vice President
Mohegan Sun – Connecticut

I have been fortunate to use the services of The Freeman Group for over 15 years. This association has covered 18 different 5 and 4 star properties in 5 different countries, in Resort and City settings, from 11 room highly exclusive properties to 600 room commercial properties and in the corporate headquarters. This association has never brought anything but success due to the uncanny ability of the Freeman team to identify with any organization’s missions and goals and tailor their menu of services accordingly. The energy and willingness of their field operatives to adapt is superb and perhaps more importantly – the remarkable, analytical ability of their senior executives to bring clarity to a problem and to cut to the core of a situation has saved me countless hours and dollars. Whether looking at a new project or rekindling an existing one I always look at the Freeman Group as part of my personal team and they have always excelled.

Philip Wood
President and Chief Operating Officer
The Garrett Hotel Group

As far as I am concerned it is the only training; there is none other equal. The reason it works so well is because the training involves small sessions they don´t try to do all the training at once, and it emphasizes the satisfaction of the clients.

Michael Williams
Managing Director
Pink Beach Club – Bermuda

I have used the Freeman Group’s hands on approach to service training as an extension of my staff, they understand how to help my staff get results…

Over the years the Freeman Group trainers have had a big impact on the service levels that are delivered all over the world…our industry standards have improved because of their participation

Bill Freeman is one of the best trainers I have ever worked with…even in elevators in Saudi Arabia, he’s effective

Paul Boccafogli
General Manager
Rough Creek Lodge
“Most Outstanding Lodge in North America” named by Conde Nast Johansens 2005.

Initially the management felt that there was not much room for improvement in the services given at Rosedon, but we decided to join the Freeman Programme to support the Minister of Tourism in this island-wide initiative. Having had the trainers here at Rosedon, the level of service has definitely increased to a much higher level. This is a direct result of the one-on-one system of training and supervision. I highly recommend the program. I did the Train The Trainer course myself and I knew right away that it was a good approach. The concept of taking 15 minutes a day to train is ideal; you´d be surprised how much you can do in 15 minutes.

Muriel Richardson
General Manager
Rosedon – Bermuda

We employed Bill Freeman and his team in the early years at Rocco Forte Hotels. They trained our UK training team to develop instructional programmes to enable our departmental coaches/trainers to develop their departments consistently to a five star standard. They were also instrumental in the development of some of our senior management team within the UK. The knowledge and experience of Bill and his team were second to none. With many years of experience working and consulting for Rosewood Hotels, Four Seasons and The Savoy Group their standards of training and development helped us to implement some of our core standards of service today.

Christine Henney
Director of Human Resources & Training
RF Hotels

As Director of Training at MGM Grand Detroit, myself and my team participated in the FreemanGroup ITS course, I have found it to be a very rewarding experience as it has truly shaped the way in which we develop and facilitate training across the property. It has increased employee engagement and greatly improved knowledge retention.

Christopher Dear
Director of Training
MGM Grand Detroit

I have worked with the Freeman Group product in a variety of properties and settings. Whether I was utilizing the Freeman Group in a large or small company, or in a resort or urban locale, the product allowed me to establish a foundation from which my entire service culture could be built upon. The Freeman Group program is practical, flexible, and creates an environment in which all service culture drivers connect and thrive. Most owners know that you must deliver excellent service to compete, but delivering on the promise of great service requires the setting and relentless pursuit of high standards. The Freeman Group allows me to create and nourish a path to success. I am a believer in all aspects of the program, and the results speak for themselves. Assisting Skylofts to reach its Five Star status, and elevating The Signature to #1 luxury hotel in the United States as noted by TripAdvisor, the Freeman Group’s approach to performance improvement is well known and appreciated throughout the industry. I am grateful for the tools and knowledge the Freeman Group has bestowed upon our service culture at the MGM GRAND. Our Service Excellence initiative remains sound as a result of their expertise and leadership.

Bernie M. Vasquez
Director Service Excellence
MGM Grand

The many great comments we receive from our guests prove that FreemanGroup’s training program works. Their approach is practical and effective. Their project managers who partnered with us were well received by our employees. They were all competent, organized, helpful and easy to work with.

Jon Gersonde
General Manager
Mauna Kea Beach Hotel

Very impressive presentation. Employees were very receptive to the techniques they introduced. Thanks to FreemanGroup for showing us the way — guest comments about the resort service have been excellent.

Kevin Kim
Hotel Manager
Hapuna Beach Prince Hotel

I enjoyed working with the FreemanGroup in developing our training program for the Mauna Kea Resort team members. The training execution was absolutely fantastic. They’re worth every cent it cost us.

Gary Rockwood
President
Mauna Kea Resort Service LLC

The FreemanGroup distinguished themselves as a conscientious and energetic pioneer in the fields of leadership, management and guest service training. I have enormous respect for their teaching and leadership skills, and have been pleased working with them the past 20 months. Because of FreemanGroup’s exceptional skill and professionalism, the “A”mazing Guest Service training experience has had a profound effect on Choctaw Casino Associates and Management Team.

Janie Dillard
Executive Director of Gaming
Choctaw Nation of Oklahoma

We enjoyed working with the FreemanGroup team and they have helped us to better understand what our customers need in terms of service.

Paul Dillon
Vice President
Sales, Marketing & Service
Canlan Ice Sports Corp.

We began our relationship with the Freeman Group just over two years ago. Being responsible for all the Guest Service initiatives and training here at the Monte Carlo Resort and Casino in Las Vegas NV, my expectation of what we want as a client is pretty high. We have been very pleased with the programs and training that we have contracted over the years. This would include setting up standards, training, corrective coaching and now shopping our property. The Freeman Group also hand selects staff members that will best fits your needs and unique culture. They are professional, courteous, flexible, and they deliver on their promise of guest satisfaction. I would recommend The Freeman Group for all businesses who are focused on growing their business through Guest Service!

Mary Ann Sena-Edelen
Director of training and Diversity
Monte Carlo Resort and Casino

FreemanGroup’s customer care program has raised service levels at the airports of Trinidad and Tobago, and has shown a measurable improvement in the visitors perception at Piarco International Airport.

Edward C. Lee Tang
Quality Control Specialist
Trinidad & Tobago Tourism Development Company

Los Angeles 1989. I’ve been told by my GM that all upper management must attend a week long seminar entitled “Teach the teacher”. I’m less than thrilled. Over 20 years later, I can still spout out the basic tenets learned that week from Bill Freeman. The knowledge he imparted, I’ve used time and time again over the course of my career. If we were introduced, I’d forget your name in a minute. The fact that I’ve retained this is nothing short of a miracle, and the results I’ve gotten have been nothing short of superb. I can’t speak highly enough about how this helped me become a better leader/mentor to my staff and colleagues anywhere and everywhere I’ve ever worked.

Alan Lake
Chef/Restaurant Consultant

The Freeman trainers are hospitality professionals themselves, which means they really get it! There are no lectures, and they actively involve all staff members during the training sessions. They focus on training the staff from the guest’s perspective and challenge them to think outside the box! The end result is a staff that is refined, knowledgeable and focused on providing luxurious service to our guests!

James N. Mulidore
Director | Villa Services
Mirage Villas Las Vegas

Quotes from FG Quality Inspections Clients:

I have had an opportunity to review your report and it is uncanny that the areas of concerns that I had, such as our Lounge and Restaurant service, clearly shows in your report that we have our work cut out for us, especially in the Lounge. Thank you once again for your work and I look forward to doing business with the Freeman Group in the not too distant future.

Stephen Marshall
Chateau on the Lake

We were very pleased with the contents, which he will be further discussing with our Executive Team. The analyses contracted from the Freeman Group will be of great assistance.

Andrea Tuele
Rocky Mountaineer

This is very impressive! It is much more detailed than the AAA 4-diamond inspection. I do not feel there are any changes to be made.

Mike Taylor
Benchmark
North Maple Inn at Basking Point

Only a few words to express my appreciation on behalf of Coral by Hilton Resorts for your detailed and very valuable observations on the visits to each property. Definitely the coordinators were impressed with the reports.

Carolina Jones
Coral by Hilton

Since we have been able to bench mark ourselves with the Guest Surveys we have been able to increase our overall scores. With this we have seen a huge improvement in Guest complaints reducing.

Alex Schweizer
Hotel Manager
Durley House

Having only just started using the FreemanGroup in the last year I have to say that I am thrilled with the results so far.

I have seen a dramatic improvement in all our service levels and brand standards and I am delighted to see a large decrease in our complaints, all of which has exceeded my expectations.

FreemanGroup’s eye to detail and through analysis of our mystery shop results have inspired the team to strive for improvement and this has not only affected our guest’s satisfaction but also improved the team’s morale.

The FreemanGroup comes with my highest recommendation!

Gareth Rowlands
Hotel Manager
The Royal Park

Hartsfield-Jackson Atlanta International Airport partnered with the Freeman Group Solutions to develop and implement an airport-wide customer service training initiative which includes a Mystery Shoppers component.

Since inception of the initiative, we have received over whelming support from airport stakeholders and employees. Our goal of changing the DNA is being is reflective in the significant increase in the mystery shoppers and customer satisfaction scores.

Karen Ellis
Aviation Customer Service Manager, Sr
Hartsfield- Jackson Atlanta International Airport

Wildcatter Ranch has been a client of Freeman Group for several years. We use the “secret shopping” service to assist us in maintaining our standards of service. We have found Freeman Group to be an excellent partner in our business of providing hospitality.

Anne Street Skipper
General Manager
Wildcatter Ranch & Resort

It is with great pleasure that I recommend the recent Instructional Techniques Seminar I attended in March, 2011. I’ve trained Hospitality Managers on numerous topics for over 30 years and wondered if there was anything new to learn about facilitating the adult learning process. I was pleasantly surprised. Our trainers, were patient, thorough, extremely knowledgeable and had a great sense of humor. The Seminar gave me a new perspective on training and sharpened my skills. It was very exciting and I appreciate the opportunity to learn something new.

Linda McGill
Director of Human Resources
The Inverness Hotel & Conference Center
Destination Hotels & Resorts