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FreemanGroup Client Testimonials & Quotes

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

Quotes from FG Quality Inspections Clients:

The reports have been widely accepted as a good tool and we're looking forward to doing them twice again in 2006.

Matt Bailey
ResortQuest Hawaii

Thanks - we look forward to continuing our relationship with you!

Ellen Sinclair
Benchmark

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

Thank you for your prompt follow-up and explanations.

Brenda Tscharner
KOR

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

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