The hospitality training company, FreemanGroup has announced that they will implement a comprehensive training and performance management program for the Woodfin Suites Hotels group. The program will help Woodfin Suites and Chase Suites employees deliver on their commitment to provide world-class hospitality service, quality and innovation on a daily basis.
FreemanGroup’s personalized and comprehensive ongoing training program, Pillars™, will provide the platform for the project. The idea behind the employee-driven training program is to ultimately create an experience that drives loyalty through the philosophy that guest care is built upon key standards – or pillars. Pillars™ incorporates, but is not limited to, several factors such as acknowledgment, which is the key for a hotel employee to show respect towards a guest, ranging from a simple smile to making eye contact or taking the time to speak when passing; recognition, which aims at creating a special connection between employee and guest. For example, addressing guests by name; and more complex tasks like garnering or building relationships, which can include details as simple as sending handwritten notes to give hotel guests a sense of care.
“There needs to be a human side to hospitality if industry businesses are interested in earning the loyalty of their guests. When people travel, they are usually away from loved ones on business or vacationing far from home. The experiences they encounter can really contribute to their overall feeling and allegiance towards one hotel brand over another,” said Bill Freeman, founder and CEO of FreemanGroup. “We show hotel managers and their line employees how to deliver a top notch level of service that makes guests feel special when they are on the road.”
Woodfin Suites Hotels and Chase Suites Hotels employees in supervisory/managerial positions will initially undergo a two week Foundations™ workshop, aimed at coaching and correcting staff performance. FreemanGroup will then put employee learning into action through Practices™, ensuring personnel adherence to service goals through actual, day-to-day encounters with guests.
"To continue enjoying a competitive advantage over other hotels in our class, we are investing in ongoing education for our entire team,” said Murray Ancell, Director of Customer Experience for Woodfin Suites Hotels. “Our current renovations will be perfectly complimented by our involvement with FreemanGroup. James Batt, Woodfin’s new President and COO, has known and worked with Bill Freeman for over 25 years in the international hospitality industry’s highest levels. Each has enjoyed their own successful career on separate continents in recent years and bringing them together again is certainly an exciting prospect.”
About Woodfin Suites Hotels
Woodfin (woodfinsuitehotels.com) is a hotel management, franchise and development company based in San Diego, California. Woodfin Suites Hotels are upscale, all-suite full and limited service hotels designed to appeal to both business and leisure guests who would typically stay at traditional full-service hotels. Chase Suites Hotels are mid-priced, all-suite, limited service hotels. Both brands offer spacious, well appointed, one or two-bedroom accommodations with large living and work space. Woodfin currently has franchise agreements with seven (7) Woodfin Suite Hotels and ten (10) Chase Suites Hotels. Hardage Suite Hotels, LLC (HSH) is the owner of 16 of the 17 hotels franchised and operated by Woodfin.
FreemanGroup (freemangroupsolutions.com) offers an entirely integrated consulting service, a comprehensive range of service solutions and exceptional quality support to the hospitality and travel industry worldwide. The firm's clients include major hotels and resorts, restaurants, casinos, destinations and ports of entry worldwide. FreemanGroup services are comprised of hospitality employee training, quality inspections/mystery shopping, standards of performance, job description templates, human resources solutions, creation and customization of service standards for any function and executive search. Founded in 1985 by Bill Freeman, FreemanGroup is based in Richardson, Texas. The firm also has offices in New York, London, San Juan, Florida, Costa Rica and Vancouver.