Roberta Kathleen Nedry, President of Hospitality Excellence, Inc. promotes service excellence through guest experience management and develops specific programs to enhance guest and customer service. She works with industry leaders on how to generate repeat, referral and incremental business based on exceptional service.  With more than 20 years of executive training, client service and marketing experience, Ms. Nedry consults with clients and hospitality leaders on guest perception studies and programs to enhance profitability while making guests happy.  Previously, she served as the General Manager for the International Concierge Institute and the International School of Tourism for the United States, Latin America and the Caribbean.  Trained in Guest Relations through Walt Disney Productions and a two time Disney “Ambassador to the world” finalist, Ms Nedry holds a B.A.  In Linguistics from UCLA and is fluent in French, proficient in German and Spanish, with studies in Japanese and Italian. 

Prior to joining the International Concierge Institute, Ms. Nedry was Director of Marketing for one of Florida’s largest professional service firms, Gunster, Yoakley, Valdes-Fauli & Stewart, P.A., and was Vice President of The Geneva Companies, the nation’s leading specialist in business valuations, mergers and acquisitions, handling sales, training and presentation marketing.  In addition to her experience with Disney, she also directed marketing and communication programs for nonprofit organizations in Southern California and worked with a major consumer public relations agency in Los Angeles.  Her accomplishments include developing and managing public relations strategies and campaigns for numerous Fortune 1000 corporations; designing a national award winning Internet website; organizing more than 300 events, presentations and seminars for specialized audiences and trade associations; conducting market research and French translation for an international theme park;  building marketing teams into full multi-service divisions and developing client service initiatives to impact the bottom line. 

A former California’s Junior Miss (1978), Ms. Nedry served the Florida’s Junior Miss Scholarship Program as Mistress of Ceremonies for the State Finals and served on the Florida Junior Miss Board of Directors. She is also active with the America’s Junior Miss Council.  She led the American Cancer Society’s Marketing Committee as Chairman for the Florida Division 1997 - 1999 and was appointed to the Florida Chamber of Commerce Board of Directors.  Ms. Nedry was named one of South Florida’s “40 Rising Stars under 40" in 1998 as recognized by the South Florida Business Journal for her accomplishments. She is active in the Hospitality and Tourism Industry and has been a featured speaker at numerous hospitality, concierge and business platforms.  She writes an international business column on service excellence and guest service in the Hotel Business Review and is a guest columnist for The Triton, an international mega-yacht publication.  Ms. Nedry was recently awarded honorary membership and honorary gold keys in Les Clefs d ‘Or, the international association of professional concierges from top four and five star resorts worldwide.   

She currently has a book, newsletter and other new training products under development to meet the increasing demand for her expertise in guest experience management and exceptional service delivery.  She is married to Michael Gary Platner and has one son, Brence Platner and resides in Lauderdale-by-the-Sea, Florida.   

Ms. Nedry can be reached at 954 739-5299 or roberta@hospitalityexcellence.com