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 February Online Hotel Business Review




Feature Focus
Social Media: Interacting with the Hotel Customer
Consider these astonishing numbers: 1.49 billion active monthly Facebook users. 1.1 billion active monthly YouTube users. 320 million active monthly Twitter users and nearly 400 million registered users on LinkedIn. 400 million active monthly Instagram users and 200 million active Google+ users. The power and reach of social media is an awesome force and it has transformed how hotels interact with their customers. In the past year, social media advertising spending increased 33.5% to nearly $24 billion dollars. Social networks are being utilized by hotels to reach more visitors, expand brand awareness, enhance brand reputation and to establish more direct and personal communication with their customers. Savvy hotel operators are adopting a comprehensive social media strategy, and there are several emerging trends to note. Video continues to be a powerful and influential element in social media marketing, with 70% of companies saying that it is their most effective marketing tool. Video generates a 62% higher engagement rate than photographs alone, and with new social sites like Meerkat and Periscope which offer live video streaming, those numbers will only increase. Sponsored content is another growing trend. Though advertorials have been around for decades, hotels are finding new ways to maximize the visibility of their content. Some are placing sponsored content on Facebook, or on influencer blogs. Another trend is the integration of a “Buy Now” button into social media websites. Customers will be able to make purchases without ever having to leave their favorite social sites. This development is a major convenience for customers and should also be an additional revenue source for hotels. The February Hotel Business Review will explore these issues and examine how some hotels are successfully integrating social media into their operations.