Consultants - Policies & Procedures  

Consultants - Policies Procedures


Successfully Serving Indian Country with Policies, Procedures, Job Descriptions and Customer Service Training

“Providing customer service solutions to the Hospitality, Healthcare, Tourism and Travel industries since 1985”

FreemanGroup and the American Hotel & Lodging Educational Institute (EI), the premier provider of professional certifications, education and training materials to the hospitality industry for over 35 years.    

FreemanGroup 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 management and line level training, mystery shopping, guest/employee feedback, customization of standards of performance/job description templates, and new property openings. Founded in 1985 by Bill Freeman, FreemanGroup is based in Dallas, Texas. The firm also has offices in London and Costa Rica. 


Known as TRAC (Train, Retain, Assess, and Certify), each program includes a trainer's guide, a job description, five employee reference guides, a training DVD, and five line-level certification exams. 

 Trainer's Guide

Each TRAC trainer's guide provides tools for systematic and detailed training of employees in that job area. It includes step-by-step instruction for successful skills and knowledge training, with detailed task breakdowns and specific trainer actions for delivering more effective training.

Hospitality Skills Certification

Standards of Performance Manuals

FreemanGroup products and services are based on the premise that for any service training process to work, a business of any description must have clearly defined standards; without them, performance standards cannot be met consistently.

Historically, this has always proved to be a challenge. The industry never had available a product that could be easily adapted to specific requirements and efficiently utilized to ensure service success. This gap has now been addressed through the availability of the FreemanGroup generic Standards of Performance manuals (SOPs).

The FreemanGroup product is the most comprehensive compilation of service standards ever produced and covers every job category within the industry. It is available in hard copy or CD Rom format and is easily adaptable to any type of hotel, resort, or casino market. It saves an enormous amount of time in production of standards, and most importantly, it is the only product available that is offered with a full training system backup.

FreemanGroup offers in both Spanish and English a complete set of 43 generic manuals covering more than 150 positions. For smaller properties, manuals can also be purchased in a in a set consisting of 19 different positions.

Contact FreemanGroup

Corporate Headquarters
3501 Token Drive, Suite 100
Richardson, TX 75082
tel (972) 479-1345
fax (972) 479-1366