Introduction

About Me

Roberta, President and Founder of Hospitality Excellence, Inc., has spent her career exploring and delivering guest experience management, guest service training and exceptional service. Before launching her now internationally recognized firm in 1999, she served as General Manager for the International Concierge Institute and the International School of Tourism for the United States, Latin America and the Caribbean. Roberta’s expertise is published and sought by the hospitality, financial, retail, healthcare, transportation, call center, yachting, food service, real estate and conference center industries and she is frequently quoted and featured in global media.
An International Honorary Member of Les Clefs d ‘Or, the global organization for the world's top professional concierges, Roberta has been keynote speaker and training facilitator at International Congresses in Lisbon, Toronto, London, Cologne, Queenstown, New Zealand ,Qatar in the Middle East and throughout the United States.
Based on demand for her expertise, she designed and launched 3DService, a unique training methodology, now available onsite and online worldwide & has several publishing projects under development. She was the featured expert on Guest Experience Management at the inaugural Boutique Lodging and Lifestyle Conference in Los Angeles and has her own channel on YouTube-the HEI Experience where she profiles and interviews hospitality leaders.
A former California’s Junior Miss, now Distinguished Young Women of America,Roberta started her guest service training with Disney and was selected as a two time Disney “Ambassador to the world” finalist , including the park's 25th anniversary. 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.

Business Description

Roberta Nedry, Founder and President of Hospitality Excellence, Inc., has spent her career exploring guest experience management, training techniques and impact, and exceptional service. Since launching her firm in 1999, Roberta and her team have trained over 30,000 employees, managers and students in all facets of service excellence and just what it takes to make moments memorable. She has consulted with executives and managers on transforming customer experiences and the evaluation, mapping and design of each experience touchpoint. The Hospitality Excellence Team is internationally recognized for its expertise in taking service to new levels of excellence and for implementing service excellence as a business success strategy in many industries. Roberta focuses on the link between experience delivery and revenue generation and provides competitive advantage strategies for driving loyalty and profitability.
Previously the General Manager for the International Concierge Institute and the International School of Tourism for the United States, Latin America and the Caribbean, Roberta writes an international business column on service excellence and guest service in the Hotel Business Review, serves on the editorial board of HotelExecutive.com, and recently featured in “Excellence in the Belgian Hospitality “. Her past roles with The Bohle Company PR, Kodak, Disney, The Geneva Companies and Gunster Yoakley Law firm showcase her many training, marketing and communication leadership talents and results. Considered an expert in customer, client and guest service, in addition to hospitality, Roberta’s expertise is published and sought by the financial, retail, healthcare, transportation, call center, yachting, food service, real estate and non-profit industries and she is frequently quoted and featured in USA Today and global media.
She was awarded International Honorary Membership and gold keys in Les Clefs d ‘Or, the international association of professional concierges resorts worldwide and has been keynote speaker and training facilitator at their International Congresses in Lisbon, Washington DC, Toronto, London, Cologne, Las Vegas, Queenstown, Qatar & more, working with the top 3% of professional concierges representing 43 countries. Based on demand for her expertise, she designed and launched 3DServicesm —a New Dimension in Service Excellence, a unique training methodology, now available onsite and online worldwide & has several publishing projects under development. She was the featured expert on Guest Experience Management at the inaugural Boutique Lodging and Lifestyle Conference in Los Angeles .Trained in Guest Relations through Walt Disney Productions and a two time Disney “Ambassador to the world” finalist, Roberta holds a B.A. In Linguistics from UCLA and is fluent in French, proficient in German and Spanish, with studies in Japanese and Italian. She is a former California's Junior Miss, now Distinguished Young Women of America.

My Skills

customer-experience-management
guest-experience-management
training
hospitality
concierge
les-clefs-d-or
hotels
guest-service
service-excellence
consulting
leadership
tourism
client-service
teambuilding
service-recovery
hospitality-excellence
five-star-service
ultimate-service
travel
e-learning
onsite-training
online-training
trends
customer-loyalty
emotional-intelligence
3d-service
emotional-experiences
emotional-destinations
pineapple-service

Education

UCLA

Degree: BA
Field of Study: Linguistics

Location

Contact Information

Lauderdale by the Sea, FL
Phone: 877 436-3307

Roberta's Badges

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