“When our Executive team saw the need to engage a firm that specialized in strategic hospitality industry training and development, we were fortunate enough to discover Hospitality Excellence. Roberta Nedry and her team of experts clearly lived up to their company name, Hospitality Excellence Inc., throughout our entire review and program development process.
As General Manager of the Georgia Dome, one of three distinctive properties that make up the Georgia World Congress Center Authority campus (along with Centennial Olympic Park and the World Congress Center convention facility), our unique customer base drives our teams service requirements. Given the diverse and varied customer base of our sister facilities, the challenge was to create an integrated shift in our cultural landscape that took the best practices from all three facilities and design a program that didn’t just play to lowest common denominator of each.
Through some deep dives into the soul of our organization, Hospitality Excellence honed in on and helped us find our sweet spots and ultimately guided us through the development of our “Best in Class” program that became the road map that has helped to focus our entire organization on how to achieve the next level on our journey to excellence. Do yourself and your team a favor…engage and explore Hospitality Excellence!”
“We had the fortunate opportunity to retain Hospitality Excellence to develop and present “Managing for Results” training series for our management team for our nine Auto Tag Group offices throughout Florida. We were very interested in coaching and inspiring our managers in all areas of service excellence, leadership and team building.
Training Leader Pamela Evans captured the participant’s attention with bold statements, vivid examples and humor in the workshops which were customized, practical and memorable. Pam and the Hospitality Excellence Team had the unique ability to really understand our business as well as our needs and build rapport with individuals at all levels of our organization. Our management team continues to apply the management skills learned months later. We plan to have Hospitality Excellence back in the future to reinforce the skills and ideas they taught our management team.”
Philip G. Caldwell
Auto Tag Management Group
I wish to thank Roberta Nedry for her informative and delightful presentation on “The Power of Service Excellence” given to the physicians at Broward Health Imperial Point. Her presentation was customized to our audience and she delivered concrete examples and applications for the healthcare environment. She inspired the audience to better enhance communication skills, improve office staff and patient interactions, and establish a plan to stay on track for excellent customer service. She was engaging, involved the physicians, and kept the program lively. Roberta’s program will definitely help our team increase patient feedback scores (HCAHPS) while improving the overall patient experience.
I highly recommend Roberta for assisting other businesses find ways to improve service to their customers, regardless of the industry. Her experience and background, along with her upbeat style, is the perfect combination to effect improvements that will ultimately help businesses succeed.
Janice Benggio, CPMSM, CPCS
Regional Manager, Medical Staff Administration
“The hospitality excellence training for managers and supervisors is a must! Roberta and her team presentation embody the true passion of guest service. As a Hotel Comptroller, the Return on Investment (ROI) for this training continues to multiply without end. Great service creates loyal customers that advertise your company, therefore increasing your company’s revenues.”
Pelican Grand Beach Resort
“Your workshop to over 100 hospitality and concierge professionals delivered an excellent contribution not only in Qatar but in the UAE as well. I received several positive comments from your workshop every time I’m in different hotel. This is exactly what I wanted to happen to educate them and to understand how important they are in the guest experience.”
Founder & President – Qatar Concierge Society
Les Clefs d’Or member
Chief Conciege – InterContinental Doha
“It was as if fine guest service skills have slowly vanished over time. Hospitality Excellence’s Roberta Nedry maintains the grassroots of guest service skills so that your employees shine above the rest.”
“Pam Evans and the team at Hospitality Excellence exceeded my highest expectations! Pam was incredible and delivered flawlessly. Thank you for this great opportunity to recognize the efforts used to provide unrivaled service and to showcase our skills. Your help has been invaluable!”
VP of MyAssist Operations
“The training we received from Pam Evans and the team with 3D Service was just the type of refresher MyAssist needed to help us regroup and move forward. We look forward to sharing these concepts and ideas with our new hires as well as regularly infusing the whole team with service excellence updates.”
Customer Service Trainer
“I think it is phenomenal (3D Service Online Course)! Kudos to you and your team. I really appreciate you pulling this together in such a short time-frame.”
Concierge Department Manager
“The 3D Online Course really captures the essence of creating a complete guest experience. As upgrades and renovations continue with our property, we know that our service skills must constantly be upgraded as well . Hospitality Excellence’s online and onsite programs have done that and greatly enhanced our commitment to service excellence.”
Sun Tower Hotel and Suites
“Your presentation to our managers and supervisors was honest, detailed and forward yet not a 2 x 4 on the forehead. You facilitated great interaction and introspect. The program was captivating being that you looked at real time data.”
John R. Carns
General Manager The Beach Club
Boca Raton Resort and Club
“I really want to thank you for making this experience so wonderful. The training was very informative and I feel much more comfortable carrying out the training with the staff I hire over the next 5 months.”
“Hospitality Excellence went above and beyond to make the service aspects stand out and show me what it is all about.”
Manager of Large Northeastern Hospitality Venue
“Thank you for all of the time and energy you invested in order to make our service excellence program the best it could be. We truly enjoyed your visit, and we have been able to apply many of the lessons learned.”
“We appreciate your understanding of our unique business, and I can’t tell you how impressed we were at your ability to tailor your program to our specific needs.”
“We do not believe any other company could have offered the level of expertise offered by Hospitality Excellence. You went above and beyond to help us make our employees stronger.”
“Gavin de Becker & Associates has built a reputation of “excellence” over the years. We thank you for helping us to hone our hospitality and service skills so that our clients benefit from even better performance!”
Warm Regards –
Director of Operations
Gavin de Becker Associates