Client Testimonials & Quotes
Our challenge at Oetker Collection of hotels is to deliver a guest experience at the highest level, bearing in mind that our rates typically start at the $1,500.00 USD level and rise appropriately. Our other operational challenge is that we operate properties within very different cultures (Germany, France, England, The Caribbean and the Seychelles)
We were looking for a Guest Experience process that, first, delivered the overall experience that we were looking for within all Oetker properties, and, second, catered to each individual hotel, dependent on their cultural environment and their target market.
FreemanGroup approached the task from a very customized viewpoint through their ‘Promises’ workshop, which is supported by a departmental product that is easily used by the departmental managers. We are extremely happy with the progress so far and look forward to the future with confidence after the certification of our internal trainers in the ongoing delivery of the ‘Promises’ process.
I would recommend the product to anyone considering its use and would be happy to answer any questions in that regard.
Senior Vice President -Human Resources, Oetker Collection
JetBlue began our partnership with FreemanGroup in 2014 during the development of our transcontinental business class product, Mint. Our goal was to find a partner with hospitality expertise that would help us design an onboard experience capable of disrupting the industry standard. FreemanGroup led us through the arduous task of defining the specific behaviors and standards to support our onboard vision. They developed a fully customized program designed to drive key hospitality and service delivery behaviors for our flight attendants delivering the Mint experience. The program included a six-day classroom training, on-the-job training component, leadership skills for the lead flight attendants, and ongoing reinforcement standards for our operational leaders post training. The Mint training program was one of the most highly rated courses by participants in JetBlue’s history and is now the benchmark for all of our service and hospitality programs.
Industry analysts predicted JetBlue’s Mint product would fail. Post launch our Net Promotor Score (NPS), used to measure customer satisfaction, was 83 which was 29 points higher than our previous transcontinental score in our economy product. We saw a 2-point gain in satisfaction in the metric that measures onboard service when Mint trained flight attendants delivered the economy service. Mint reviews specifically recognized the level of service and hospitality provided by the flight attendants in Mint. Mint satisfaction scores specific to our flight attendants remain 20 points higher than our system score for our economy product.
Mint’s success from a service and hospitality perspective spearheaded the expansion of hospitality programs to all of our customer-facing crewmembers. With the continued partnership of FreemanGroup, we’ve expanded the ‘Promises’ program to our ground experience in 62 airports (10,000+ Crewmembers) with plans to expand to 40 business partner run airports this year. Since that program launched in 2016 we’ve seen significant improvements in NPS scores when comparing trained and untrained airports.
We are in the process of rolling ‘Promises’ out to over 7,000 flight attendants this year and are currently developing the ‘Promises’ program for our call centers.
FreemanGroup continues to support all of our hospitality programs as well as developing hospitality expertise of key stakeholders to ensure the long-term success of ‘Promises’ at JetBlue. They have been an influential partner committed to understanding JetBlue’s culture and unique operational challenges and tailoring their approach to meet our needs.
Manager Onboard Service & Hospitality Standards, JetBlue Airways
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, The Mirage Las Vegas
"Having used FreemanGroup 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
I have utilized the services of FreemanGroup 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 FreemanGroup 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.
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.
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 participationBill Freeman is one of the best trainers I have ever worked with…even in elevators in Saudi Arabia, he’s effective.
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.
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.
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.
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.
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.
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.
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.
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.
Vice President - Sales, Marketing & Service, Canlan Ice Sports Corp.
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.