Executive DirectorWill’s hospitality career began at the O. Henry Hotel Greensboro before joining Carlson Hotels Worldwide and Radisson Hotels & Resorts. His experience has been focused in the areas of front office/guest services, revenue management, and facilities/housekeeping management. He has held departmental and divisional leadership positions including Executive Housekeeper, Front Office Manager, Revenue Manager, Director of Food & Beverage, and Director of Rooms for various hotels in North Carolina, Oklahoma, and Texas.
Will also served as General Manager for Dallas-based Hospitality Management Corporation and has overseen openings, conversions, and renovations for hotels ranging from economy to luxury in varying market environments. Will is the co-founder and owner of Service Metrics Group a hospitality-focused customer experience measurement company.
In is role as Executive Director with FreemanGroup, Will has led new property opening training teams for clients such as L’Auberge Del Mar, MGM Grand at Foxwoods, CityCenter Las Vegas, and Hyatt Regency New Orleans. Additionally, he has overseen property-wide standards development and training implementation for hotels and casinos such as Monte Carlo Resort & Casino, The Mirage, The Setai Miami Beach and Windsor Court Hotel. Will has also helped deploy measurement solutions for companies such as Millennium Hotels & Resorts, Benchmark Hospitality, Hard Rock International and MGM Resorts International, JetBlue Airways among others. He has assisted some of the world’s most renowned hotels, casinos, resorts, and restaurants in their achievement of Forbes Four and Five-Star ratings and AAA Four and Five- Diamond ratings.
Will graduated from High Point University with a Bachelor of Arts Degree in Human Relations and a Bachelor of Science degree in Business Administration. He is also a trained butler and a member of the International Institute of Modern Butlers. When he’s not working, Will is likely training for his next marathon, trying a new restaurant, or volunteering in the community.