Editorial Board   

Mr. Boles

Jesse Boles

Executive Director of Operations, FreemanGroup

Jesse Boles joined FreemanGroup in 2007, and assumed the role of Executive Director of Operations in November 2008. He is currently responsible for FreemanGroup's training and measurement divisions, heading projects in conjunction with some of the hospitality industry's leading service providers. Mr. Boles has worked with leadership teams to develop brand service cultures at both existing and new properties for Las Vegas casinos and luxury hotels. He has been integral in the set up and execution of brand-specific measurement programs for Wyndham Hotel Group, Hard Rock International, Delaware North Companies, and MGM Resorts International. Mr. Boles has a passion for opening new properties, and has had the privilege of consulting during the openings of Hard Rock Hotel San Diego, MGM Grand Detroit, Aria Resort & Casino, CityCenter, and the historic Mauna Kea Beach Hotel on the Big Island of Hawaii, among others. He has also helped develop and lead customer service training initiatives for existing client properties for Destination Hotels and Resorts, Windsor Court Hotel New Orleans, and The Mirage Resort & Casino. In 2010, Mr. Boles initiated two of the largest and most complex training and measurement projects undertaken by FreemanGroup. In May 2010, FreemanGroup kicked off a nationwide service training initiative for Trinidad and Tobago, a country of 1.4 million people. The ongoing project targets providers in all areas of the tourism industry, including those in the immigrations, customs, taxi, hotel, restaurant, retail, and other sectors. In June 2010, work began on the development and implementation of an airport-wide service initiative at Hartsfield-Jackson Atlanta International Airport, the world's busiest air traffic center. Mr. Boles's profound interest in the ways organizations and groups function has led him to explore a wide array of fields, including behavioral economics, cognitive science, leadership, and motivation. Raised in Wisconsin, he is a product of the University of Wisconsin at Madison and steadfast fan of all things Bucky Badger.

Mr. Boles can be contacted at 972-479-1345 or jboles@freemangroup.org

Coming up in April 2021...

Guest Service: Health and Safety First

Though expectations are that hotels will return to some semblance of normalcy in 2021, their highest priority must continue to be the health and safety of guests and employees. To that end, hotels are training their guest service personnel in enhanced cleaning routines, which include the following practices - bathrooms, elevator buttons, remote controls and other high-touch items, are disinfected and cleaned with a higher frequency; all tables, chairs and menus in restaurants are cleaned at a much higher frequency, and after each seating; floor markers in public areas to remind guests and team members to maintain physical distance; hand alcohol stations and disposable gloves in lobbies and restaurants; loose items such as pens, note pads and information material removed from rooms and meeting rooms; limiting the number of seats in restaurants and public areas; and revised food & beverage offerings. The April issue of the Hotel Business Review will review how guest service personnel are being trained to maintain health and safety protocols in their operations.