Editorial Board   

Ms. Nedry

Roberta Nedry

President & 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. She 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.

Ms. Nedry 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. She 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.

Ms. Nedry 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), she started her guest service training with Walt Disney Productions and was selected as 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. Before launching HEI 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. 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.

Please visit http://www.hospitalityservicetraining.com for more information.

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

Coming up in January 2019...

Mobile Technology: The Future is Now

Mobile Technology continues to advance at a relentless pace and the hotel industry continues to adapt. Hotel guests have shown a strong preference for mobile self-service - from checking-in/out at a hotel kiosk, to ordering room service, making dinner reservations, booking spa treatments, and managing laundry/dry cleaning services. And they also enjoy the convenience of paying for these services with smart phone mobile payments. In addition, some hotels have adopted a “concierge in your pocket” concept. Through a proprietary hotel app, guests can access useful information such as local entertainment venues, tourist attractions, event calendars, and medical facilities and services. In-room entertainment continues to be a key factor, as guests insist on the capacity to plug in their own mobile devices to customize their entertainment choices. Mobile technology also allows for greater marketing opportunities. For example, many hotels have adopted the use of “push notifications” - sending promotions, discounts and special event messages to guests based on their property location, purchase history, profiles, etc. Near field communication (NFC) technology is also being utilized to support applications such as opening room doors, earning loyalty points, renting a bike, accessing a rental car, and more. Finally, some hotels have adopted more futuristic technology. Robots are in use that have the ability to move between floors to deliver room service requests for all kinds of items - food, beverages, towels, toothbrushes, chargers and snacks. And infrared scanners are being used by housekeeping staff that can detect body heat within a room, alerting staff that the room is occupied and they should come back at a later time. The January Hotel Business Review will report on what some hotels are doing to maximize their opportunities in this exciting mobile technology space.