COVID-19 Standards for the Accommodation and Yachting Sectors
The BVICCHA in collaboration with the FreemanGroup will be delivering a 60-minute webinar session on the Best Practices for Retraining Staff in the COVID-19 Environment for Opening the Accommodation and Yachting Sectors.
COVID-19 has redefined how the hospitality sector will operate for the foreseeable future. As the accommodation and yachting sectors prepare to open when Health Authorities determine it is safe to do so, businesses must have the requisite standards and protocols in place to operate in a manner that protects the health and safety of citizens, visitors and workers.
It becomes imperative, therefore, to ensure that a process is in place for the effective training and coaching of all workers within the accommodation and yachting sectors. This will ensure that hospitality staff used to one way of working are quickly acquainted and trained within the new COVID-19 standards and protocols.
In 2004 the FreemanGroup implemented the Caribbean's first full destination-wide Service Standard programme in the BVI. It included behavioural training for frontline staff at all visitor contact points from Immigration to Departure Security and every point in between. Standards of Performance manuals for all accommodation properties and restaurants were provided to all businesses, including the yachting sector. Utilizing its industry-leading standards of performance manuals, FreemanGroup has just completed the development of COVID-19 manuals for accommodation and yachting that integrate health and safety standards and protocols. This includes the training of managers and supervisors on how to implement and manage in a COVID-19 environment.
PURPOSE OF WEBINAR:
The main objectives of this webinar include aiding participants in
- Understanding COVID-19 Impacts to Guest Perception
- Reframing Frontline Staff Behaviors in COVID-19 Environments
- Overcoming the Physical Challenges of COVID-19
- Refocusing and Developing Leaders to Address COVID-19 Environments
- Training and Retooling Frontline Staff Behaviours
- FreemanGroup COVID-19 Solutions and Support
This Webinar is designed for owners, managers, supervisors working in the hospitality and tourism sectors.
MEET THE PRESENTERS
Bill Freeman: Founding Partner
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. From his early career in the UK where he worked with noted brands including TrustHouse Forte Hotels, Grosvenor House and The Hyde Park Hotel to his US career which began in 1981 at Rosewood Hotels where he served as Vice President of Quality Assurance, Bill has worked internationally to build a reputation as a leading service quality expert. He played a significant role in making Rosewood a leader in the service culture at the time while working on their signature properties. In March 1985 Bill founded FreemanGroup with an initial focus on the Luxury Hotel segment and 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. These two sectors led to large scale projects with governments, destinations 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.
Patrick O’Byran: Managing Partner
Patrick is a Certified Hospitality Trainer with extensive practical experience in hospitality operations and is the lead consultant to the firm’s clients in designing and implementing customized solutions to their service culture needs. During the 23 years, he’s been with FreemanGroup, Patrick has worked with an array of hospitality, tourism and aviation 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. He has also worked with Departments of Tourism and stakeholders in destinations such as Puerto Rico, BVI, Miami Convention & Visitors Bureau, Cayman Islands, Trinidad & Tobago, Aruba, St. Kitts and Turks & Caicos where he designed and executed national guest service campaigns.
Andrew Basore: Executive 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 a BA in Political Science from Long Beach State University and currently resides in Long Beach, CA.
Kevin Hawkins: 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.