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 May Online Hotel Business Review




Feature Focus
Eco-Friendly Practices: The Value of Sustainability
The hotel industry continues to make remarkable progress in implementing sustainability policies and procedures in their properties throughout the world. As a result, they continue to reap the benefits of increased profitability, enhanced guest experiences, and improved community relations. In addition, as industry standards are codified and adopted worldwide, hotels can now compare how their operations measure up against their competitors in terms of sustainable practices and accomplishments. This capacity to publicly compare and contrast is spurring competition and driving innovation as hotels do not wish to be left behind in this area. Water management and conservation is still a primary issue as population growth, urbanization, pollution and wasteful consumption patterns place increasing demands on freshwater supply. Water recycling; installing low-flow fixtures; using digital sensors to control water usage; and even harvesting rainwater are just a few things that some hotels are doing to preserve this precious resource. Waste management is another major concern. Through policies of reduce, reuse and recycle, some hotels are implementing “zero-waste” programs with the goal of substantially reducing their landfill waste which produces carbon dioxide and methane gases. Other hotels have established comprehensive training programs that reinforce the value of sustainability. There is employee engagement through posters and quizzes, and even contests are held to increase innovation, sensitivity and environmental awareness. Some hotels are also monitoring a guest’s energy usage and rewarding those who consumed less energy with gifts and incentives. The May issue of the Hotel Business Review will document how some hotels are integrating eco-friendly practices into their operations and how they and the environment are benefiting from them.