Freeman Group in Hospitality
Customized Guest Experience Solutions in Hospitality
With hundreds of choices at customers’ fingertips, there is a higher demand for assurance of quality, comfort, safety, and memorable experiences. To do this, it is important to step outside of the “cookie cutter” standards and have a tailored experience for customers.
When creating tailored experiences, hospitality organizations must demonstrate an uninterrupted focus on the customer and systematically deliver daily accommodating interactions through a measurable process. FreemanGroup’s hospitality training programs and processes incorporate all of these necessary requirements in our approach.
5 Steps to Redefine Your Service Culture
1
Customizing and Creating Bespoke Standards of Performance
Without clearly defined standards of performance and a structure to get you there, long-lasting behavioral change can’t occur.
Clear standards of performance and job descriptions increase the likelihood of an exceptional guest experience. They provide structure to managers and front-line staff, they provide clear expectations and ensure a consistent experience for the guest.
Whether you need help designing a new structure or redefining outdated standards, our content customization process will provide you access to our library of Standards of Performance Manuals and Job Description Templates will ensure your defined standards are measurable. Click here for a Sample Standards of Performance Manual.
2
Create Your Service Culture Blueprint
Creating your desired service culture requires a well designed plan
Our hospitality clients find a lot fo value in our Promises™️ Workshop which provides the structure for creating a desired service culture that consistently delivers on the marketing promises and improves patient engagement.
While creating this customized blueprint of promises, our team navigates leaders to define their desired culture and behaviors through actionable and measurable standards, at every guest touchpoint.
3
Develop Your Leaders
The success of a team is determined by its leadership
Unlike programs that have off-the-shelf answers to leadership, our Foundations™ Workshop and Leadership Development Series are custom designed and support leaders in the hospitality industry by equipping them with the skills needed to encourage and reinforce new behaviors that lead to improved customer experiences and performance scores.
To support a sustainable process, many clients put an internal resource through our Internal Resource Development & Certification process that helps maintain marketing promises and start Leading the Promises™ the operation.
4
Train and Coach
Side by side with our team, put your strategic blueprint into action.
Training and coaching without a logical progression forces a company to rely on staff to independently put together the pieces of every skill learned and apply it when the time comes. This is not ideal, so Freeman Group offers our Sequence of Service training. Our experts use the customized blueprint previously created with your senior leaders to develop your brand’s Promises™️ Workshop that your entire team will go through.
Going beyond training is imperative because knowing something does not mean change will occur. Our Practices™️ skills training allows your leaders the opportunity to work side by side with our team to implement the desired cultural shift and practice new skills learned.
5
Measure Your Success
Don’t expect what you don’t inspect.
Our comprehensive measurement tool captures customized data through qualitative and quantitative methodologies and measures your customer service delivery on the established standards of performance.
Real-Time Results
Custom KPI Goals
Drill Down Specifics
Trend Analysis Reporting