FREEMANGROUP EUROPE HOSPITALITY TRAINING

Typically, hospitality companies aim their programs in the form of workshops at executive managers and middle management. This approach virtually ignores the main body of hotel staff (from waiters and chefs to housekeepers and front desk receptionists). Moreover, this information is presented in theoretical terms, in a classroom or meeting room. These seminars fill the participants with a quick rush of enthusiasm. At the conclusion of the session, the managers feel as if they have learned a lot, but reality quickly sets in as they face the day-to-day problems of running their departments. Suddenly these managers find they have little substance to fall back on.

FreemanGroup Europe recognised this problem, and developed a new approach. Our programs are not limited to middle managers. We go beyond and focus the majority of our time and attention on the people most directly involved in guest contact and services — and your success — the line employees.

Moreover, our attitude is that these employees should, as much as possible, receive the majority of the attention in the actual physical surroundings where they work. One should work with a waiter in a dining room, a housekeeper in a guest room, a front desk clerk behind the front desk.

FreemanGroup Europe customises our wide range of training processes to your specific needs 

Standards of Performance™
FreemanGroup Europe uses our extensive library of Standards of Performance (SOP) Manuals as a base, and then fine-tunes these international standards for all your property.

Promises™
This seminar ensures all hospitality employees in all sectors are trained as Service Ambassadors. Attendees learn the critical role they play in fulfilling the “promises” made by your property through its marketing campaigns.

Promises Pre-Shift™
This product takes 70 individual customer service excellence training modules from Promises and gives all levels of management this tool to continue training the team. Promises Pre-Shift™ creates a cultural change into service excellence.
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Foundations™
All levels of management receive instruction in the process of implementing departmental standards and maintaining service consistency. The Foundations™ session focuses on the basic principles of how to conduct formal training in the workplace. Heavy concentration is also placed on the basic skill of coaching sub-standard performance.

Practices™
To ensure implementation of agreed standards in the workplace, onsite service training is essential within each operating department. FreemanGroup Europe trainers go on location and model principles taught in Foundations™. Working side-by-side with managers, we demonstrate best practices, while helping implement and monitor pre-established standards.

Instructor Development™
This program enables FreemanGroup Europe clients to have at their disposal. Internal resources to train and develop existing and new managers in the service-delivery system. You will therefore have the capability to become self sufficient in the maintenance of service quality through a viable in-house resource.

We do not just train....... we enable a change in your team's service culture that your customers will appreciate.