Through Performance-Based Metrics


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Related High-Impact Service Teams and Organizations


The following testimonials reflect the breadth, scope, approach and spirit of our programs and services. They have been authored by presidents, vice presidents and general managers of the companies noted.

Hyatt Hotels International

I first met Gene when we were both working for the Hilton International Hotel Company. I have since worked with him in my executive capacities at Hyatt International and Ritz-Carlton Hotels and various independent ventures. I have always been impressed by Gene’s ability to combine the art of team dynamics, the process of business strategy, and the science of management. He understands a company’s needs to align their human capital resources with vision and mission in order to enhance guest experience and build brand awareness. Gene is a very effective management presenter and organizational facilitator. He cuts through pretentious management principles to get to the core of what it takes to develop a strategic approach and bring about effective change in organizations. In bringing together a group of executives who are in some degrees strangers, he helps them discover through dialogue, spirit and the rituals of community the potential inherent in the team and company.

The Ritz-Carlton Hotel Company

Thank you for assistance in our strategic growth over the past 10 years. Your programs have helped us strengthen our executive and team-member awareness of our Ritz-Carlton Hotel Company Brand and its quality systems, process improvement initiatives and team-performance expectations. Your employee feedback surveys have served as a continuous barometer for us to benchmark our continuous performance improvements over the past ten years. Moreover, the data was immensely helpful in our successful application for the Malcolm Baldrige Quality Award.

Inter-Continental Hotel Group

Thank you for your insightful survey reports which have enabled us globally over the past six years to raise the performance bar for working environments and the guest experience. Your programs and services have assisted us greatly in adding value to the worldwide IHC Brand.

Claridge's London

In November 1998, Dr. Ference conducted an initial executive retreat for us at Claridge’s in London. The program was both practical and applied, and Gene gave us all an easy-to-apply way to develop the right leadership and strategy tools for our business plan. Since then we have gone on to win the 2002 Employer of the Year Award in the United Kingdom and the 2002 Best Human Resources Practices Award and The Ference Group continues to assist us. This would not have been possible without the organizational survey programs, management retreats and operational insights provided by Ference Leadership and Strategy & Center for Survey Research.

MGM Grand Las Vegas

Thank you for helping us to define our customer feedback measurement tools for MGM Grand Las Vegas and The City of Entertainment in the midst of an evolving brand strategy. We now have a clearer vision of our strategy for the coming years.

Harrah's Entertainment Las Vegas

Dr. Gene Ference and The Ference Group have made a very positive impression and significant contribution to our organizational culture at Harrah’s Entertainment. He has assisted us in developing our mission statement, core values and company-wide hotel operating standards. His workshops and seminars have provided us with a holistic view of our organizational team and service world. He focuses on powerful concepts, applied skills and operational points of view that can be embraced by everyone and used tomorrow.

Barona Valley Ranch Resort and Casino

Thank you for being a part of our Barona Family here at Barona Valley Ranch Resort and Casino. You have contributed to the growth and development of our business culture, as well as the continued development of the leadership team. We have always been proud of the positive environment you have helped us cultivate at Barona Valley Ranch. You have helped us gain nationwide recognition as one of the premier Indian gaming organizations. Your ongoing work with the executive team in our strategy retreats has helped us better articulate our core beliefs and, in doing so, we have better focus on our future goals. Your individual coaching has helped us gain better insight into our personal leadership. We sincerely hope Ference Leadership and Strategy & Center for Survey Research will continue to provide Barona Valley Ranch with a strong focus on continuous improvement processes that will allow us to strengthen an already very strong service culture.

Benchmark Hospitality International

Thank you for helping to give birth to our Benchmark Hospitality's focus! You read our very diverse and opinionated group exceptionally well. You kept us focused on our company vision and forced us to confront challenges and develop an action plan for the future. The outcome of our time with you placed us exactly where I’d hoped, but never really believed, that we would be – a strong group of individuals with a far better appreciation for our fellow team members, sharing a common goal and an operational game plan for building our future.

Sonesta Beach Resort Bermuda

Upon arriving at the Sonesta Beach Resort, Bermuda, Gene Ference found an ocean of attitudes, emotions and business strategies to navigate. Subsequently, he was successful in achieving consensus and harmony among our executive team. Gene’s programs are applied, challenging and appropriate; his style is engaging, dynamic and credible; and his insights are informative, practical and experienced. I highly recommend Dr. Ference and his company for needs in organizational assessments, team building and business strategy.

Jonathan Club of Los Angeles

It gives me great pleasure to outline a reference and personal recommendation for Dr. Gene Ference for the work he has completed over the past eight years at the Jonathan Club in Los Angeles. Since 1992, his programs have contributed to the success of the Jonathan Club becoming the No. 1-rated club in the United States and to our membership in the Top 20 Clubs Worldwide. I have no hesitation in recommending Gene to anyone who is considering using Ference Leadership and Strategy & Center for Survey Research for organizational development.

Swissotels International

As I prepare to turn over my responsibilities for Swissotels to the new shareholder, I would be remiss if I did not express my gratitude to you for your valuable contributions and meaningful advice over the past years. Of particular note, my executive-board coaching, strategic meetings and team-building sessions, conducted by you, always resulted in closer, more honest relationships between the board members and a greater understanding of each other in the work environment. This, in turn, contributed significantly to the growth and success of Swissotels worldwide (which is now evidenced by our desirability to be purchased). I sincerely appreciate the time and effort that you put forward to get to know the Swissotel organization and me, individually, to make these sessions so beneficial. In particular, I want to point out the benefits we all experienced from your personal analysis and insights of various organizational assessments you conducted for us. I am also pleased to know that our individual hotel executive teams have over the years recruited your services and enjoyed the same successes within their working groups.

Mandarin Oriental Hotel Group

Thank you for your efforts and personal assistance in the extremely successful programs you have presented over the years. We consider our goals to have been met and even surpassed by the comprehensive programs you provided that focus on our staff input survey scores and needs for operational change. Rest assured that you and The Ference Group continue to be at the top of our list when we need assistance with our ongoing improvement efforts.

Four Seasons Pierre Hotel, New York City

What makes the difference when Dr. Gene Ference conducts a management program is his focus on service principles, operational experience and team dynamics. The research he has completed and his organizational insights all have something in common: they each help all participants to improve aspects of product, service and profit. His workshops are insightful and dynamic. New York City presents its own unique challenges in managing up-market hotels. However, Gene is successful in being able to focus and customize his programs to our specific needs and expectations here at The Pierre.

Station Casinos Las Vegas

I would like to say that Dr. Gene Ference has been a valued consultant for our company over the past twelve years. He has provided us with information critical for our evaluation of how our Team Members feel about working at Station Casinos as well as operational insights for our continuous improvement initiatives. The manner in which information and strategies are presented back to our organization is beyond reproach. We have also continued to work with Gene on many staff-centric projects, executive coaching assignments and team member feedback surveys utilizing his expertise in guiding us to meet our Company’s expectations. I would highly recommend him for additional work with any organization seeking to improve their company’s results.

Starwood Hotels & Resorts

Dr. Gene Ference has been an integral part of the Starwood family since 1998. Through the mergers of Starwood, Westin, and Sheraton, Ference Leadership and Stategy became a constant within the Starwood’s North America Division. Associates experienced their opinion and employee brand engagement surveys that the Center for Survey Research designed, administered, and reported against. In a dynamic world of constant change, the assessment process, analysis, and roll-out programs consistently had a positive impact on our brands — from St. Regis, Luxury Collection to W and our other brands — and became a north star for our corporate and operations associates.

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OD Competencies

Vision & Mission

• Executive Retreats

• Leadership Workshops

• Operational Meetings

Needs Analysis

• Systematic Research

• Strategic Meetings

• Blueprints and Plans

• Double Loop Follow-up

Quantitative Assessments

• Custom-Designed Employee Feedback Surveys

• 360-Relationship Management Profiles

• Professional Development Inventory

Action Planning

• Action Planning

• Customer-Centric Methodologies

• Performance Index Measures

High-impact Facilitation

• Action-Planning Sessions

• Customized Training

• Peak-Performance Leadership

• Make-It-Memorable Programs

Performance Tracking

• Manager Reports

• Executive Reports

• Customized Reports

©2015 Ference Leadership and Strategy & Center for Survey Research