Inspired by Hospitality.
Designed for Your Organization. 

OUR FOUNDER

I founded FreemanGroup in 1985. My work as VP of Quality with Rosewood Hotels required me to source a customer service training vendor for a hotel opening in Houston. I was looking for a practical process that would sustain after opening. All I could find were vendors who facilitated programs through training seminars and then left. Without a process to sustain it, the work would simply die on the vine. I knew that approach was not going to have long-term value or lasting impact, and my vision for FreemanGroup was born.

My background as a hotel executive, along with my extensive operational, coaching, and training experience in Europe and the United States, taught me that simply hiring trainers who provide content knowledge is entirely not enough. The industry needed experts who practically know how to solve service challenges: the most experienced and genuine experts in their operational field. That has never changed.

Over 40 years, our customized, bespoke model has remained practical, measurable, and built to create a consistent service culture long after we leave the room.

We will always advocate for our clients, and more importantly, for their guests, their customers, their patients, and crucially, their team members.

"We will always advocate for our clients, and more importantly, for their guests, their customers, their patients, and crucially, their team members."

— Bill Freeman, Founder

INDUSTRIES WE SERVE

From the curb and security screening to concessions, the lounge, the gate, and the cabin, a traveler's opinion of an airport or airline is built across dozens of interactions, on the ground and in the air. Many of those people work for different companies, and few report to the same manager. The traveler still experiences it all as one journey and judges one brand.

FreemanGroup helps airports, airlines, and concession operators build service cultures that hold up across every touchpoint, through shift changes, contracted partners, and peak-hour pressure. Whether we're elevating premium airline service on the ground and in the air, aligning airport teams around a shared service vision, or raising the standard in concessions, we set service standards every team can deliver, so the passenger experience is consistent, memorable, and unmistakably yours.

Engineer the service culture and standards 

Leaders bring it to life across teams and departments