“Tell me and I forget, teach me and I may remember, involve me and I learn.”

– Benjamin Franklin

Our practical training philosophy engages and involves the entire organization to reach their full potential.

Hospitality isnt a buzz word

Hospitality must become a strategic plan, supported by
measurable standards and organizational accountability.

WALK THE FLOOR, KNOW YOUR TEAM…KNOW THEM….. AND YOU WILL KNOW YOUR CUSTOMER.

– Bill Freeman

Don't expect what you don't inspect.

A robust measurement strategy is essential to assess and adapt to guest needs and feedback.

Hospitality in Action

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

Philip Wood, Advisory Board Member of Preferred Hotels

FreemanGroup

Customer Experience as Your Strategy!

Providing Customer Experience Solutions Since 1985

OUR CORE BELIEFS

Individuals can achieve far beyond what they believe their best to be.

A Leaders role is not to motivate; rather it is their role to put that team in a position where they can motivate themselves.

Unforgettable experiences are not defined by what we train people to say or what we train people to do;  they are defined by how we train people to think.

These beliefs, formed from our experience and passion inspire our processes.

 

OUR PROCESS

Driven by industry leading professional, the FreemanGroup continues to provide customized service culture solutions to organizations across hospitality, aviation, tourism, and healthcare industries. Our tailored solutions work for your unique needs and objectives, proven to elevate your organization’s reputation and overall customer experience.

 

HOSPITALITY

Our processes re-imagine and re-tool your guest experience by completely customizing solutions to your brand, environments, and your guests ever-changing needs and expectations.

HEALTHCARE

We deliver patient-centered solutions through practical, behavioral, and interactive methods which are reinforced by real time clinical measurement.

TOURISM

We are the only company capable of delivering a destination-wide visitor experience that singularly focuses on achieving the promises made through marketing efforts, while embracing and enhancing the local culture. 

TRAVEL

Our experience introduce a hands on, measurable and accountable approach that ensures your staff deliver a superior passenger experience. 

RECENT NEWS

Webinar – Consequences of Not Training

Evolving the Guest Experience -Consequences of Not Training in the COVID-19 Environment Regardless if your Guests are returning to stay at your hotel, dine in your restaurant, fly your airline, or begin “normal” behaviors again, how you adapt to your internal Guests'...

Webinar – Supporting Our Internal Guests

Evolving the Guest Experience - Supporting Our Internal Guests Regardless if your Guests are returning to stay at your hotel, dine in your restaurant, fly your airline, or begin “normal” behaviors again, how you adapt to your internal Guests' needs is critical! This...

Webinar – Adapting to Demanding Guest Situations

Evolving the Guest Experience - Adapting to Demanding Guest Situations Regardless if your Guests are returning to stay at your hotel, dine in your restaurant, fly your airline, or begin “normal” behaviors again, how you adapt to their changing needs is critical. This...

Webinar – Identifying and Adapting to Guest Needs

Enhancing the Guest Experience | Identifying and Adapting to Guest Needs Regardless if your Guests are returning to stay at your hotel, dine in your restaurant, fly your airline, or begin “normal” behaviors again, how you adapt to their changing needs is critical....

Thank You Frontline Heroes | MaryScott Moore

Meet MaryScott Moore, A frontline hero!  I often read or hear stories about truly extraordinary instances of giving, be it financially, donations of goods, individuals time or just compassion. In these times, there seems to be no shortage of such selflessness and the...

“Never Settle … Always challenge the team to get better; if they succeed in that, challenge them to be the best and if they succeed in that, challenge them to be perfect.”

-Bill Freeman – Founding Partner

OUR TOTAL SERVICE CULTURE IMPROVEMENT PROCESS

 

Implement a Strategic Approach to Agreed Desire Customer Experience

 

 

Develop Specific Measurable Standards of Performance 

 

 

Improve Leaders’ Skills to Effectively Develop and Coach their Staff

 

 

Encourage Staff to Think Hospitality Through Practical, Engaging Training

 

 

Maintain Standards On-The-Job Through Consistent Coaching

 

 

Administer a Robust, Actionable Measurement Process

 

 

OUR CLIENTS

Let Us Know How We Can Support!!