Ms. Nedry

Roberta Nedry

President and Founder

Hospitality Excellence, Inc.

Roberta Nedry has spent over 32 years exploring, delivering and managing guest and customer experiences and service training. She helps organizations the world over to reach levels of exceptional service and regularly consults with executives and managers on transforming customer experiences including the evaluation, mapping and design of each experience touchpoint. Her Hospitality Excellence Team is internationally recognized for its expertise in creating customer experience strategies that zero in on and inspire the DNA of each client yielding enhanced internal employee experiences and external customer and brand value.

Ms. Nedry is the designer of 3DService®, a unique service training methodology integrating touch points, behavior and how to drive positive customer emotions recognizing the multiple dimensions of exceptional service. Her diverse background with both public and private companies allows clients to draw on her extensive career experience for business solutions. Her passion and authentic style inspire deep dives into the soul of an organization resulting in powerful road maps to excellence creating brand value and customer loyalty.

Ms. Nedry is an International and USA Honorary Member of Les Clefs d ‘Or, “the Keys of Gold”, representing the top 3% of the concierge profession worldwide, awarded for her educational contributions to the profession. Roberta has been keynote speaker and training facilitator at global Les Clefs d’Or congresses in Portugal, Canada, Germany, England, New Zealand, the Middle East and throughout the United States. She was the featured expert on Guest Experience Management at the inaugural Boutique Lodging and Lifestyle Conference in Los Angeles and often speaks on customer, guest and patient experiences and excellence.

Roberta is widely published and sought by many industries including hospitality, financial, legal, retail, healthcare, technology, transportation, commercial real estate and conference centers as well as city and country destinations and leading Fortune 500 companies. She is frequently quoted and featured in global media on her service delivery expertise. Her YouTube channel interviews service excellence leaders across the globe.

A former California’s Junior Miss (now Distinguished Young Women of America), Ms. Nedry started her guest service training with Walt Disney Productions and was selected as a two time Disney “Ambassador to the world” finalist. She holds a B.A. In Linguistics from UCLA and is fluent in French, proficient in German and Spanish, with studies in Japanese and Italian.

Before launching HEI in 1999, Ms. Nedry served as General Manager for the International Concierge Institute and the International School of Tourism for the United States, Latin America and the Caribbean. Prior to that she held executive level or senior positions in financial and legal industries, public relations, entertainment and hospitality. As founder of Hospitality Excellence, Ms. Nedry drives the publishing, consulting, training and speaking agendas for HEI.

To learn more about Hospitality Excellence online and onsite programs, visit www.hospitalityservicetraining.com.

Ms. Nedry can be contacted at 877-436-3307 or roberta@hospitalityexcellence.com

Coming Up In The April Online Hotel Business Review




Feature Focus
Guest Service: The Personalized Experience
In the not-too-distant future, when guests arrive at a hotel, they will check themselves in using a kiosk in the lobby, by- passing a stop at the front desk. When they call room service to order food, it will be from a hotel mobile tablet, practically eliminating any contact with friendly service people. Though these inevitable developments will likely result in delivered to their door by a robot. When they visit a restaurant, their orders will be placed and the bill will be paid some staff reduction, there is a silver lining – all the remaining hotel staff can be laser-focused on providing guests with the best possible service available. And for most guests, that means being the beneficiary of a personalized experience from the hotel. According to a recent Yahoo survey, 78 percent of hotel guests expressed a desire for some kind of personalization. They are seeking services that not only make them feel welcomed, but valued, and cause them to feel good about themselves. Hotels must strive to establish an emotional bond with their guests, the kind of bond that creates guest loyalty and brings them back time and again. But providing personalized service is more than knowing your guests by name. It’s leaving a bottle of wine in the room of a couple celebrating their anniversary, or knowing which guest enjoys having a fresh cup of coffee brought to their room as part of a wake-up call. It’s the small, thoughtful, personal gestures that matter most and produce the greatest effect. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.