Standards of Performance Manuals
All FreemanGroup products and services are developed based on the premise that for any service training process to work, a business of any description must have clearly defined standards; without them, performance standards cannot be consistently met.
Historically, clearly defining standards has been a challenge. The industry didn’t have available a product that could be easily adapted to specific requirements and efficiently utilized to ensure service success. We addressed this gap by making available FreemanGroup’s generalized Standards of Performance (SOP) manuals.
FreemanGroup’s SOP manuals contain the most comprehensive compilation of service standards ever produced, and cover every job category within the industry. The standards are easily adaptable, and can be applied to any type of hotel, resort, or casino. The manuals help save an enormous amount of time during the production of standards, and most importantly, are the only products of their kind that are offered along with a full training system backup.
FreemanGroup offers a complete set of 43 generic manuals covering more than 150 positions in both English and Spanish.
Job Descriptions
FreemanGroup’s Job Descriptions make the formidable task of creating job descriptions easy. Properties’ requirements vary due to size, location, type, and specific standards. Job Descriptions act as a foundation. They make customizing job descriptions a matter of fine tuning.
The job descriptions themselves are non-discriminatory and take into consideration “reasonable accommodations.” They were constructed with the ADA requirements of the US in mind, and have been adjudged to be compliant.
FreemanGroup has a database of more than 200 job descriptions for the hospitality industry. Job Descriptions are available in editable formats, and can be purchased individually by department or division, or as a complete set.
Train, Retain, Assess, and Certify (TRAC)
FreemanGroup and the American Hotel & Lodging Educational Institute, the premier provider of professional certifications, education, and training materials to the hospitality industry for over 50 years, have partnered to create three new line-level training packages:
- Front Desk Representative
- Guestroom Attendant
- Restaurant Server
Known as TRAC (Train, Retain, Assess, and Certify), each program includes a trainer’s guide, a job description, five employee reference guides, a training DVD, and five line-level certification exams. View Sample (PDF).
Trainer’s Guide
Each TRAC Trainer’s Guide provides tools for the systematic and detailed training of employees in specific job areas. It includes step-by-step instruction for successful skills and knowledge training, with detailed task breakdowns and specific trainer actions for delivering more effective training.
Employee Reference Guide
The Employee Reference Guide serves as a follow-up to training. Employees can use it as a handy tool to improve training retention. The guide includes the step-by-step task breakdowns employees need to successfully perform their jobs, along with follow-up questions that help them review what they have learned. Employees can also use the guide as a resource for preparing for line-level certification.
Training DVD
Each of the following programs comes with a supplemental video that can be used to reinforce training techniques:
- Guestroom Attendant Program Video: Quality Guestroom Cleaning
- Front Desk Representative Program Video: Full Service Operations: At Your Service Plus
- Restaurant Server Program Video: Restaurant Server
Hospitality Skills Certification
The American Hotel & Lodging Educational Institute’s professional certification programs recognize the industry’s best. Included in each TRAC package are five hospitality skills certification exam packets.
Performance assessment and testing validates the training that has occurred and proves that performance standards have been met. Achievement and recognition acknowledge that the employee has met a standard in their performance.
To successfully earn the line-level certification designation, a candidate/employee must be currently employed in the position, have a minimum of 90 days experience in the position, and achieve a score of 75% or better on the written exam. Successful completion of the exam is recognized with a certificate and lapel pin from the American Hotel & Lodging Educational Institute.
