In preparation for the launch of “Mint”, JetBlue’s premium cabin experience, FreemanGroup designed and implemented a sequence of service training program for 250 JetBlue staff.
The reception from passengers was so overwhelmingly positive that the actual occupancy increased to 60% higher than budgeted and the service was expanded from 2 routes to 16.
FreemanGroup was subsequently retained to develop customer training programs for all JetBlue employees, as well as establishing a JetBlue hospitality training team to continue implementing the service standards in house .
JetBlue sees these programs as a fundamental strategic initiative that will play a crucial role in differentiating them from their competitors and multiplying the returns on their business.
FreemanGroup, a full-service customer service solutions firm based in Richardson, TX, today announced the launch of FG Pulse, a new social media monitoring solution designed specifically for service industry and hospitality professionals.
Understanding that managing social media isn't the way of the future, but something that any business providing a guest experience needs to do now in order to remain competitive, FreemanGroup have made sure FG Pulse can provide users with real-time data.
The system can be accessed via the Web from anywhere in the world, 24 hours a day.
Patrick O'Bryan, COO of Freeman Group, commented:
"FG Pulse is our response to the service industry's growing need to track and manage online reviews. With millions of travelers leaving reviews on social media sites like TripAdvisor, and more than 750 million registered users able to publicly like or unlike items on Facebook every day, establishments like hotels and restaurants can no longer afford not to monitor online reviews."
The system, designed to enable users to monitor social media presence and customer reviews across a multitude of travel, review, and social forums by evaluating and compiling guest experience data from major social media networks, including: TripAdvisor, Facebook, Twitter, YouTube, Foursquare, and many popular travel and review sites, requires little to no IT involvement to be implemented.
FG Pulse provides users with added value by allowing them to compare their social media to that of their competitors.
Mr. O'Bryan added:
"What FG Pulse does is give you a 360-degree view of the guest experience you're providing, it's the final component in a complete measurement program that also includes mystery shops, online guest comment surveys, intercept visitor satisfaction surveys, and employee opinion surveys. Now, you can not only listen to what guests and employees are saying to you, but find out what they're saying about you to their friends, families, and the world."
The solution is able to track user-generated content pertaining to a specific brand or location and enables users to quickly and easily:
FreemanGroup was founded by Bill Freeman in 1985. Headquartered in Richardson, TX, FreemanGroup also has offices in Florida, London, Costa Rica, and Puerto Rico. Freeman Group has undertaken quality initiatives with a number of diverse clients throughout the US, Latin America, Europe, Asia, the Caribbean, and more. Clients range from government and tourist boards to hotels, casinos, stadiums, and airlines. In addition to offering a number of proprietary training workshops and follow-up training programs, FreemanGroup offers instructor certification programs and workshops specifically designed for human resource departments, leadership, and supervisors. FreemanGroup's measurement solutions include mystery shop, customer survey, and employee opinion survey programs, and additional Web-based tools and technology. Info: www.freemangroupsolutions.com. , a full-service customer service solutions firm based in Richardson, TX, today announced the launch of FG Pulse, a new social media monitoring solution designed specifically for service industry and hospitality professionals.
Lansing, Michigan, November 2008 - The American Hotel & Lodging Educational Institute (EI) and FreemanGroup have come together in a strategic partnership to provide hospitality operations with comprehensive solutions focusing on establishing quality standards, practical training, professional certification, and measuring performance.
With long-standing reputations in the hospitality industry for providing training content, these two organizations are now able to offer superior products available exclusively as a result of the collaboration. EI develops and sells hospitality training DVDs, workbooks, skills guides, and seminars, and also offers a broad range of professional certifications that can capstone and complement FreemanGroup’s onsite training capabilities. FreemanGroup has an extensive cadre of training and measurement professionals with hospitality industry experience who understand the dynamics of training and measuring performance in a challenging hospitality business environment.
“We are leveraging the strengths of each organization through this strategic partnership,” explained Wes Ardis, EI’s executive vice president. “Together, we will be able to offer the industry a complete system of flexible training options, with components that include competency-driven training guides and manuals, on-site training delivery, and employee recognition through professional certification.”
FreemanGroup was established in 1985. The company was formed with the intent to provide clients with practical approaches to quality. FreemanGroup has built a diverse client base that includes leading hotels, casinos, and tourism destinations worldwide. The scope of work for each varies from quality inspections to full implementation of behavioral and technical skills training.
“I am very proud that FreemanGroup now has the opportunity to work in partnership with EI in providing unique products and services to the hospitality industry,” stated Bill Freeman, FreemanGroup’s founder and CEO. “The outcomes of this agreement provide the industry with a practical/educational hands-on approach to enhance both public sector and private sector customer service initiatives that are not available through any other source. I am delighted that we have been able to reach this agreement. I look forward to a long working relationship with EI, during which I am confident we will continually challenge the conventional approaches to hospitality training and measurement in order to constantly improve our joint offerings.”
For more information on the Educational Institute, visit www.ei-ahla.org. To learn more about FreemanGroup, visit www.freemangroupsolutions.com.
Established in 1953 as a nonprofit educational foundation of the American Hotel & Lodging Association, the Educational Institute’s mission is to support AH&LA by becoming the preferred provider to the lodging industry, hospitality schools, and related hospitality industries both domestically and internationally by developing and providing quality resources to train, educate, and certify hospitality professionals.
FreemanGroup offers an entirely integrated consulting service, a comprehensive range of service solutions and exceptional quality support to the hospitality and travel industry worldwide. The firm's clients include major hotels and resorts, restaurants, casinos, destinations and ports of entry worldwide. FreemanGroup services are comprised of hospitality employee training, quality inspections/mystery shopping, standards of performance, job description templates, human resources solutions, creation and customization of service standards for any function and executive search. Founded in 1985 by Bill Freeman, FreemanGroup is based in Dallas, Texas. The firm also has offices in London and Costa Rica. For more information, contact the Dallas office at 972-479-1345 or visit www.freemangroupsolutions.com.