FREEMANGROUP - Key Persons
Amy has over ten years' experience coaching frontline to senior-level leaders in corporate, educational, financial, and municipal settings. Amy's work experience previous to joining FreemanGroup includes Facilitation Management positions for JetBlue Airways and the Neuroleadership Institute.
Amy's current role with FreemanGroup is Project Director. Amy is leading hospitality culture training initiatives in FreemanGroup clients such as WestJet, JetBlue and The Heart Hospital Baylor. As a facilitator, she is personable and easily engages large and small audiences. She facilitates topics in a simplified manner for real-life application.
- Executive Director
- Senior Trainer and Project Director
Andrew Basore manages FreemanGroup's Data Collection & Analysis team. Andrew is responsible for designing and implementing measurement processes and reporting platforms for the firm's clients. This includes services such as FreemanGroup's Healthcare Embedded Quality Inspections and Intercept Surveys. Andrew works with FreemanGroup's clients to analyze the data collected from the mystery shop and customer survey tools to provide action-oriented recommendations for their management teams to achieve their desired service objectives.
Andrew is also an accomplished senior trainer and project director, certified to facilitate all FreemanGroup's Signature Training Services. Most notably, Andrew has worked with such clients as Virgin Hotels and Baylor, Scott & White group of hospitals.
Andrew came to FreemanGroup with extensive travel and aviation experience. Andrew held an instrumental leadership role with JetBlue Airways where he developed and managed JetBlue University's College of Hospitality. Andrew managed a team of Master Trainers and instructors that were responsible for rolling out a company-wide service culture initiative for crewmembers in departments which included Inflight, Airport Operations and Customer Support. Andrew's team trained and coached over 12,000 employees across 92 cities.
Andrew has achieved a Masters in Industrial and Organizational Psychology in addition to a BA in Political Science and currently resides in Long Beach, CA.
Benjamin has over 20 years working in the hospitality and gaming industry with such companies as Bellagio Casino Resort in the Las Vegas. Benjamin established Avant Hospitality Service Advisors in 2012.
Prior to founding the company, he served as Senior Director of Projects for FreemanGroup. In this role, Ben acted as project lead on a host of FreemanGroup clients in the hotel, casino, aviation and government sectors. Ben continues to work today as a licensed contract trainer with FreemanGroup. In addition to his hospitality expertise, Benjamin is certified as a Corporate Etiquette and International Protocol Consultant by The Protocol School of Washington and is fluent in Spanish and French.
Bernie Vasquez has recently rejoined the FreemanGroup team as one of our Project Directors. Bernie's first stint with FreemanGroup was during the years 2000 - 2003, where he played an integral part in leading the implementation of service culture initiatives in many of FreemanGroup's prestigious hotel/resort clients such as Turtle Bay Resort, Inn at Loretto, Portofino Hotel & Yacht Club and Westin St. Francis.
In between stints with FreemanGroup, Bernie Vasquez spent over five years as an Executive Trainer with Forbes Travel Guide. In this capacity, Bernie worked with many of the world's most prestigious luxury hotels and resorts, implementing brand standards and management training initiatives, assisting these properties to achieve their Four- and Five-Star designations.
In Las Vegas, he was the Director of Education and Talent Development for the 3,000-room Cosmopolitan Resort. As a member of the opening team, he led the development of Service Essential SOPs for all departments and hosted culture rallies for each division as it welcomed new team members to the resort. Prior to this opening, Bernie was the Director of Service Culture for the re-branding of the 1,400-room Tropicana Las Vegas Resort, where he spearheaded a service culture transformation at one of the most famed properties on the Strip. Bernie and his team worked to ensure a culture of continuous growth via inspection and development programs that impacted guest and team member satisfaction. He was also the Director of Service Excellence for two MGM Grand properties, and assisted two hotels in achieving a Four- and Five-Star designation.
Bernie has also worked for Starwood Hotels & Resorts Hawaii, where he directed training initiatives for more than 3,000 associates in Waikiki. He implemented three corporate programs and was named Master Trainer for the Hawaii region.
- Founding Partner
- Rosewood Hotel Executive With an Extensive Operational, Coaching and Training Background in Europe and the United States Founded FreemanGroup in 1985
In 1985, Bill formed FreemanGroup with the intent of providing the hospitality industry with a practical approach to quality that encompassed a workable product, a practical approach to implementation and an objective measurement tool. Since then, Bill has built an international reputation in the implementation of quality processes that work.
After receiving a degree in Hotel Management from Manchester Metropolitan University, Bill entered into the operational field through working with TrustHouse Forte Hotels in the United Kingdom where he was responsible for quality for six London properties from 1976 to 1980, including Grosvenor House and The Hyde Park Hotel. In 1981, he joined Rosewood Hotels in the United States as Vice President of Quality Assurance.In this capacity, he was instrumental in many of the initiatives that made Rosewood a leader in the service culture at the time while working on their signature properties, including The Mansion on Turtle Creek in Dallas, The Hotel Bel-Air in Los Angeles, The Remington (now St. Regis) in Houston and The Hotel Hana-Maui (now Travaasa Hana) in Hawaii.
While at Rosewood Hotels and during the opening of The Remington and the transition of the Bel-Air Hotels, Bill saw an opportunity to start a company that provided quality products and services that could be practically used within each department of a luxury hotel on the job on a daily basis and in March 1985, founded FreemanGroup. Initial focus was placed on the Luxury Hotel segment, working in such hotels and resorts as The Plaza in New York, The Rosewood Properties, Regent Hotels, Grand Champions Resort in Palm Springs, The Adolphus Hotel in Dallas, The El San Juan Hotel in Puerto Rico and The Savoy Group in London. In 1989 the company added the opening of The Mirage Hotel and Casino in Las Vegas to its client list and that project led to a long standing and continuing relationship with the Casino Industry. FreemanGroup has undertaken the openings of such properties as the MGM Grand, Mandalay Bay and Aria Resort and Casino in Las Vegas, The Trump Taj Mahal in Atlantic City, The MGM Hotel and Casino in Detroit, and Atlantis in the Bahamas. Extensive work in the luxury hotel/resort and casino sectors led to large scale projects with governments and the aviation industry, working to improve their tourism and guest experiences. A few of the destination and aviation clients include Puerto Rico Tourism Company, British Virgin Islands, Cayman Islands, Panama, Trinidad & Tobago, Hartsfield-Jackson-Atlanta International Airport and JetBlue Airways.
Bill Freeman, a Rosewood Hotel Executive with an extensive operational, coaching and training background in Europe and the United States founded FreemanGroup in 1985.
After joining the luxury adventure travel company Abercrombie & Kent, Julian opened and managed operations throughout Africa, developed hotels in Asia, and led Abercrombie & Kent's sales team in North and South America. He then set up a hotel management company, with a portfolio of experiential properties that included The Point, at the time acknowledged to be one of the finest hotels in the world. In each operation the highest service standards were achieved and maintained after implementing practical and relevant ongoing training programs.
- Managing Partner, FreemanGroup Caribbean
- President and Founder of NorthStar Consulting
Kedrick Malone is president and founder of NorthStar Consulting, a Caribbean consulting company specialising in marketing, strategic planning, business development and management consulting services in the travel and tourism, SME, international business, and government sectors.
Kedrick has been driving innovation and change in the tourism sector for much of his career having served as a Director of Tourism, Deputy Permanent Secretary in a Ministry of Tourism and Chairman of his local Hotel Association. As a Director of Tourism, he spearheaded one of the Caribbean's most comprehensive service standard and training initiatives and implemented an innovative tourism statistics system to manage the sector. As a Deputy Permanent Secretary he established a film commission to promote the tourism destination as a filming location. As Chairman of the Hotel Association he spearheaded the response to the 911 crisis. His reputation and network stretch far and wide and his entrepreneurial spirit has motivated him to share his energy and enthusiasm for strategic change and success with the tourism, government, diplomatic, small business and international business sectors of the Caribbean Region.
In 2006 Kedrick partnered with FreemanGroup to establish and lead FreemanGroup Destinations where he led the establishment of national service standard and training programmes in Cayman Islands, Turks and Caicos, St. Kitts and Trinidad. The signature programme in Cayman Islands, PRIDE, is still ongoing to this day in that destination.
Kedrick holds an MBA from the Zicklin School of Business, Baruch College, City Unversity of New York. He is a past Chairman and current member of the BVI Chamber of Commerce and Hotel Association and currently president of the Lions Club of Tortola (BVI) and a member of the Board of Directors of the Family Support Network (BVI).
- Founder of Table Ten Concepts
- Senior Project Director
Kevin Hawkins is a Senior Project Director for FreemanGroup and is responsible for implementing custom solutions onsite with our clients. Currently, a significant portion of Kevin's time is spent supporting our healthcare clients, such as Baylor Scott & White Health, with patient experience improvement processes. Kevin's practical knowledge and experience allow him to design, implement, and evaluate patient experience programs including strategy, tools, processes and data analytics for various delivery models.
Kevin is a passionate champion and emerging expert on guest experience improvement, organization culture and change, and operational excellence. Kevin is also an accomplished senior trainer and project director, certified to facilitate all of FreemanGroup's Signature Training Services.
Prior to joining FreemanGroup, Kevin was an Executive Chef by trade and has over 25 years' experience in the hospitality industry. Chef Hawkins' career includes Princess Cruise Lines where he had the opportunity to lead and develop employees from many different cultures from around the world. Kevin has held positions such as Corporate Executive Chef for Rouses Supermarkets and Double R Restaurant Group.
Kevin is also the founder of Table Ten Concepts, LLC, through which he works with his clients on menu development, staff and management training, and operational troubleshooting needs.
Kevin currently resides in Dallas, TX with his wife and two children.
- Chief Marketing Officer at Digital Twin Studios
- Managing Partner, FreemanGroup Immersive Learning
Marcus Lyle Brown leads the team responsible for FreemanGroup's development of innovative immersive learning solutions for our clients. These creative active learning solutions leverage the internet, learning management systems, and gamified simulation training to reduce training costs while increasing the effectiveness of skills and knowledge transfer.
Marcus' creative skills stem from his background as an entertainment industry veteran, film producer and video game developer. He is an accredited administrator of instruction, curriculum and workforce development.
Marcus is the Chief Marketing Officer at Digital Twin Studios (DTS) and responsible for its Multi-Industry Business Development. DTS is an immersive and interactive learning development company specializing in the Extended Realities (XR) of Augmented Reality (AR), Mixed Reality (MR), and Virtual Reality (VR). Through his role with DTS, Marcus is able to bring vast experience of developing these types of learning solutions in operational excellence for its global clientele. Marcus is able to integrate their tenured insights in educational and professional development solutions for multiple industries to include: Hospitality, Healthcare, Education, Defense and Energy.
FreemanGroup is proud to partner with Marcus and DTS as we develop training and orientation modules that dynamically integrate the latest best practices in customer service, patient experience, hygiene and safety excellence. A recently completed project in which Marcus managed the creative design is an innovative MR platform for Virgin Hotels New Hire Orientation. The immersive platform allows Virgin Hotels to introduce new staff to their unique brand and culture. Utilizing this latest active learning technology to improve their new hire experience, allows Virgin Hotels to position themselves as an innovative learning and development leader in the hospitality industry.
Currently, Marcus is leading our FreemanGroup hospitality trainers and the DTS programmers to develop a series of AR modules designed to train staff to deliver hospitality in the new health aware environment. These modules allow learners to access AR environments to simulate both technical and behavioral protocols now required, such as sanitizing, wearing PPE, communicating procedures to guests and simulating difficult conversations when dealing with non-compliance.
A marketing graduate from the University of North Florida, Pat Moore had nearly 20 years of experience in the hospitality industry. Since joining FreemanGroup in 1999, Pat was an essential member of FreemanGroup‘s sales and business development teams. Pat was responsible for sales, business development, trade show strategy development, as well as marketing atFreemanGroup. Pat was vital in securing numerous FreemanGroup accounts, including two government accounts. In addition to her day-to-day sales office responsibilities, Pat worked closely with many of the FreemanGroup's Caribbean clients.
Prior to joining FreemanGroup, Pat successfully organized hospitality industry trade shows and seminars at William H. Coleman, Inc., where she was promoted to vice president and general manager. In 1994, Pat opened her own company, Travel Promotions Management, which specialized in the organization and management of pre-scheduled appointment shows in the tourism industry. At Travel Promotions, some of her clients included the Nassau Paradise Island Promotion Board, CHA, Exposimex S.A., Quintana Roo Hotel Association, and ConsumerScan.
Patrick is in charge of the day-to-day operations of FreemanGroup. Patrick's extensive practical experience in hospitality operations allows him to take on the responsibility of lead consultant to the firm's clients in designing and implementing customized solutions to their service culture needs. Patrick came to FreemanGroup in 1997 with experience as an operator in Food & Beverage and Casino/Gaming. Patrick holds a bachelor's degree in Human Resources and he is a Certified Hospitality Trainer.
During the 23 years he's been with FreemanGroup, Patrick has worked with an array of hospitality, tourism and aviation clients. He holds the responsibility of lead consultant to the firm's premier clients. Patrick has been instrumental in developing partnerships, and has custom built solutions for clients such as MGM Resorts International, St. Regis Hotels & Resorts, JetBlue Airways, Toronto Pearson International and Hartsfield-Jackson Atlanta International Airports.
Patrick worked with Departments of Tourism and stakeholders in destinations such as Puerto Rico, Miami Convention & Visitors Bureau, Cayman Islands, Trinidad & Tobago, Aruba, St. Kitts and Turks & Caicos. In these destinations Patrick was the lead consultant in designing and executing national guest service campaigns. This included communication plans, training and measurement in all tourism sectors such as immigration, customs, taxi, airports, restaurants, hotels, cruise ports, tour operators and attractions.
- Managing Partner, FreemanGroup Healthcare
- Managing Partner, Healthcare
- Executive Director
- Executive Director With
Will's hospitality career began at the O. Henry Hotel Greensboro before joining Carlson Hotels Worldwide and Radisson Hotels & Resorts. His experience has been focused in the areas of front office/guest services, revenue management, and facilities/housekeeping management. He has held departmental and divisional leadership positions including Executive Housekeeper, Front Office Manager, Revenue Manager, Director of Food & Beverage, and Director of Rooms for various hotels in North Carolina, Oklahoma, and Texas.
Will also served as General Manager for Dallas-based Hospitality Management Corporation and has overseen openings, conversions, and renovations for hotels ranging from economy to luxury in varying market environments. Will is the co-founder and owner of Service Metrics Group a hospitality-focused customer experience measurement company.
In is role as Executive Director with FreemanGroup, Will has led new property opening training teams for clients such as L'Auberge Del Mar, MGM Grand at Foxwoods, CityCenter Las Vegas, and Hyatt Regency New Orleans. Additionally, he has overseen property-wide standards development and training implementation for hotels and casinos such as Monte Carlo Resort & Casino, The Mirage, The Setai Miami Beach and Windsor Court Hotel. Will has also helped deploy measurement solutions for companies such as Millennium Hotels & Resorts, Benchmark Hospitality, Hard Rock International and MGM Resorts International, JetBlue Airways among others. He has assisted some of the world's most renowned hotels, casinos, resorts, and restaurants in their achievement of Forbes Four and Five-Star ratings and AAA Four and Five- Diamond ratings.
Will graduated from High Point University with a Bachelor of Arts Degree in Human Relations and a Bachelor of Science degree in Business Administration. He is also a trained butler and a member of the International Institute of Modern Butlers. When he's not working, Will is likely training for his next marathon, trying a new restaurant, or volunteering in the community.