Roberta Kathleen Nedry, President
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 has been a guest columnist for The Triton, an international mega-yacht publication. She has held many training, marketing and communication leadership roles in a variety of business and professional service firms. Considered an expert in customer, client and guest service, Roberta’s expertise is also published and sought by the financial, retail, healthcare, transportation, call center, food service, commercial real estate and non-profit industries and she is frequently quoted in USA Today and other mainstream media.
She was awarded International Honorary Membership and gold keys in Les Clefs d ‘Or, the international association of professional concierges from top four and five star resorts worldwide and has been keynote speaker and training facilitator at their International, Pan American and European Congresses in Lisbon, Portugal, Washington DC, Toronto, Canada, and London, England, Germany, Las Vegas and many 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 online training and certification program, now available to a worldwide audience and has a book and other publishing projects under development. She was recently the featured expert on Guest Experience Management at the inaugural Boutique Lodging and Lifestyle Association 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. A former California’s Junior Miss, Roberta served the Florida’s Distinguished Young Women of America ( formerly Junior Miss) Scholarship Program as Mistress of Ceremonies for the State Finals and served on the Florida and California Junior Miss Board of Directors , the Florida Chamber of Commerce, numerous hospitality associations and led the statewide marketing efforts of the American Cancer Society. She served on the Advisory Council of Pine Crest School and resides in Lauderdale by the Sea, Florida in the United States.
Advisors / Faculty / Guest Experience Management Leaders
Pam Evans, Director of Training
Pam is a seasoned Learning and Development Professional with extensive experience in organizational diagnosis, and the design and facilitation of both large and small scale professional development events. She is a results driven team player with excellent organization, communication and interpersonal skills.
Recognized for her energetic and engaging presentation style, she has over 20 years of experience designing, developing and facilitating leadership, customer service, team building, communication and employee recognition initiatives. Pam held senior leadership positions with organizations such as Marriott Host International, Hilton Hotels, Holiday Inn World Wide, Federated Department Stores and First Management Services. While in those positions, Pam developed and delivered training programs that led to improvement in management and leadership effectiveness, service delivery and employee engagement. She is also the co- designer and lead presenter for the highly successful SUNsational Service program in South Florida in which over 20,000 employees and managers have been trained to date and 250 employees have been certified as SUNsational Service Trainers.
Her experience in designing and delivering customized content in over 25 industries along with top evaluation scores and feedback from clients allow her to effectively lead the Training Team for Hospitality Excellence. Pam is also an executive and management coach and effectively facilitates conflict resolution and employee perception studies.
Pam received her Bachelor of Science degree in Psychology from the State University at Oneonta, New York. She is a Certified MBTI (Myers-Briggs Type Indicator) Practitioner. Pam is actively involved in numerous professional organizations such as the Coconut Creek and Coral Springs Chamber of Commerces, the Hospitality Human Resources Association of Broward County, and the Association of Talent Development (ATD). She currently sits on the board of ATD South Florida as the Vice President of Member Services.
Elaine Oksner is Past President of Les Clefs D’Or, USA the professional concierge membership association representing the highest standards of service excellence and ultimate service. In this role, she traveled internationally representing the concierge profession to the business community and to business leaders worldwide. She is the former Chef Concierge of the Breakers Resort, Palm Beach, one of only two Five Star, Five Diamond hotel properties in the state of Florida. Previously she served as Chef Concierge for the Four Seasons in Palm Beach and the Park Hyatt in Washington, DC. She has been the recipient of numerous awards and has served as President of Washington, DC and Palm Beach, Florida concierge associations which she helped to establish.
Elaine was also one of 100 delegates selected by President Clinton to attend and participate in the first White House Conference on Travel and Tourism. Ms. Oksner is a frequent lecturer on “Managing the Guest Service Staff” and “The Ethics of Service Delivery” and remains an active teacher and leader in the concierge profession. She has been a lead instructor/trainer for the International Concierge Institute and provides guest and concierge service training, consulting, development and mystery shopper services for Hospitality Excellence, Inc. She also remains on the concierge staff of the Four Seasons, Palm Beach. She has a BA from Adelphi University and did postgraduate work at George Washington University. She can be reached at 954.739.5299 or firstname.lastname@example.org.
A master at effecting change, Lisa R. Delman, M.A. innately inspires individuals and organizations to evolve and unleash their magic. Her Leadership and Team Building Skills have earned her the Masters Award through the University of Phoenix South Florida in June 2011 for excellent instruction in the classroom and educational leadership.
Certified as an Executive Leadership Coach and Facilitator, Lisa helps generate conversations of value that empower others to achieve great success and facilitates executives and teams to define their vision, strategy and action plan. Lisa helps her clients, customers and students achieve optimum performance with a deep knowledge of desired outcomes. She supports excellence, progress and success and has continuously received accolades in all her endeavors.
Understanding the importance of both people and process, Lisa is passionate about exceeding expectations. As a manager for over 10 years in the Foodservice Healthcare Industry with Diamond Crystal Specialty Foods, Lisa pioneered and spearheaded the launch of a private label while developing sales trainings, pricing, strategies and distributor relations growing the business to 5 million. She is a Published Author with Penguin Group (2005), Dear Mom, I’ve Always Wanted You to Know… and has received national media attention from newspapers, magazines, and radio. Lisa earned a Masters of Arts Degree in Organizational Management and is a member of ASTD South Florida, American Society for Training and Development.
Alex Santos, M.S., M.B.A., S.P.H.R., is a senior human resources and training executive with over 17 years of progressive experience. Alex’s work in private industry has focused heavily on the development of learning systems that transform employee performance from ordinary, to remarkable. Alex’s expertise lies in building systems that support and reward service excellence at every level of the organization. He accomplishes this by combining organizational development strategies and tactics to blended learning programs with line of sight alignment to clearly defined performance goals.
He earned his Master of Science in Instructional Systems from The Florida State University, and his Master of Business Administration from The University of Miami. In addition, he holds the coveted Senior Professional in Human Resources certification from the Human Capital Institute. Alex has developed courses for use by the U.S. Navy, CSX Transportation, Visa International, Ocean Bank, Fontainebleau Resorts, and the Ritter Academy. Additionally, Alex is the VP of Programs for South Florida ASTD’s Miami GIG, a chapter of the American Society for Training and Development.
Marco M. Pinna
Marco serves as Chairman and President of The Language Academy and develops multi cultural language programs for business executives and university students. A political science graduate from the University of Rome, Italy, Marco was born in Tunisia, grew up in France and Italy and speaks fluent French, Spanish, Italian and English. He launched The Language Academy after selling his yacht building business, Intermarine Yachts, using practical business applications, personalized attention, customer service, and multi-cultural programming as the key elements of The Language Academy’s success. Marco and his executive team maintain an extensive network with corporations, travel agents and schools worldwide and incorporates the American Way of Doing Business into curriculums that fast track executives into finance, law, journalism, economics, human resources and international trade. Marco serves as a member of the National Italian American Foundation, the Greater Ft. Lauderdale Chamber of Commerce, the National Association of International Educators and the European Council of International Schools.
Based in metro Washington DC area, Mr. Prasad runs a software start up. As of now, his operations evaluation software based on customer feedback has nearly 100 installations among hotels, restaurants, casinos, golf courses, auto-dealers and retail stores at locations in the US, the Caribbean, Latin America and India (www.hotelqms.com and www.restaurantqms.com). He is also an executive in residence at School of Business, George Washington University where he has taught graduate level courses in tourism and hospitality management and is a consultant to National Geographic Imaging. Mr. Prasad began his career as a member of faculty at the Indian Institute of Management in Ahmedabad after receiving MBA degree from Harvard Business School. Next he became Managing Director of a Royal Dutch Shell’s joint venture – Wavin India in Madras, India that manufactured and marketed plastic pipes for agriculture and rural development. Later he worked in New Delhi with Mr. P.R.S Oberoi, Chairman, Oberoi Hotels International (www.oberoihotels.com) as Vice President, Planning and Control with oversight responsibilities for hotels in India, Egypt, Iraq, Kuwait, Sri Lanka and Bali. He returned to the US and worked with Promus Hotels owners of Embassy Suites, Hampton Inn and Homewood Suites brands with nearly 1200 hotels (now Hilton www.hilton.com) in research and strategy in Memphis, TN. He then became Director, Hotel Practice, J. D. Power and Associates in Southern California (www.jdpa.com) where his clients included Ritz Carlton, Disney World, Omni, Atlantis, Hyatt and others. His next assignment before locating in metro DC area was with Opinion Research, Princeton, NJ as Vice President, Customer Satisfaction and Loyalty Practice.
Mr. Prasad has co-authored a book on marketing concepts and cases published by Tata-McGraw Hill in India and articles for Cornell Hotel Quarterly and Cornell Hospitality Research Center.
Michael G. Platner, Director & Board Member
Michael has spent the last 15 years building ways to connect people on the web. He founded and was previously CEO of LifeFiles.com, the first online memorial and obituary application, Aldor Solutions, a SAAS application, and LayeredTech.com, one of the world’s fastest growing web hosts. He is an early stage investor and adviser to Cognasys, an expert software system developer and 3tera, the leading cloud software computing platform developer. Michael is also a corporate finance and technology lawyer with Lewis Brisbois Bisgaard & Smith LLP.
Jim Faulhaber, Chief Information Officer
Jim has over 15 years of experience in media including the internet and print publications. His focus has been on marketing and technology at Worth International Media Group, Borrell Technology and Time-Warner, Inc. Jim has been involved with numerous media distribution projects throughout his career and is responsible for implementing brand maximization strategies and fulfilling technical requirements. Jim is a Microsoft Certified Systems Engineer (MCSE) and also holds an MBA.
Guest Experience Management Leaders
Hospitality Excellence features relationships with a team of consultants and facilitators around the country with unique expertise in Management Development, Human Resources, Cultural Diversity and Training. Depending on project scope and consulting needs, these leaders may be added to the team.