THE HOSPITALITY EXCELLENCE TEAM

ROBERTA KATHLEEN NEDRY, PRESIDENT

3D Service Certified

Ms. 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 additional business based on exceptional service. With more than 30 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.

Ms. Nedry is active in the Hospitality and Tourism Industry and has been a featured speaker at numerous hospitality, concierge and business platforms. Her work has been published in China, Australia, Poland and throughout the United States. 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 is a member of the Editorial Board of HotelExecutive.com, the Gold Coast and Southern Florida Concierge Associations and is published regularly in HCareers.com, eHoteliers, 4Hoteliers and numerous other hospitality news sources and publications. Considered an expert in customer, client and guest service, Ms. Nedry's expertise is also published and sought by the funeral, financial, healthcare, commercial real estate and non-profit industries.

A former California's Junior Miss, Ms. Nedry served the Florida's Junior Miss Scholarship Program as Mistress of Ceremonies for the State Finals and served on the Florida and California Junior Miss Board of Directors. She is also active with the America's Junior Miss Council and continues to emcee Junior Miss programs. She led the American Cancer Society's Marketing Committee as Chairman for the Florida Division 1997 - 1999 and remains active with the National efforts of the American Cancer Society. She was appointed to the Florida Chamber of Commerce Board of Directors in the late 90's. 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 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 resides in Lauderdale-by-the-Sea, Florida and can be reached at 954 739-5299 or roberta@hospitalityexcellence.com .

PAM EVANS

3D Service Certified

Pamela Evans is a skilled training and human resources consultant with over 18 years of successful experience. She specializes in designing and delivering training programs that help individuals work collaboratively with others, manage and lead, and provide service excellence to both internal and external customers. She has focused on analyzing service breakdowns and initiating processes for recovery, facilitating executive teams in articulating a shared vision and a strategy for implementation, and a team-based organizational approach to increase profitability. Ms. Evans has held senior corporate training positions with Hilton Hotels, Holiday Inn World Wide, First Management Services and has developed service initiatives for clients like Double Tree Guest Suites, Harrison Conference Centers, and Broward County Government. She has a B.S. in Psychology from the State University at Oneonta, has spoken at regional conferences for the American Society for Training and Development(ASTD), and was named to the YWCA/NYC Academy of Woman Achievers. “Ms. Evans has been the lead presenter for the highly successful SUNsational Service program in Broward County in which over 20,000 employees and managers have been trained, with outstanding evaluations.”

ELAINE OKSNER

3D Service Certified

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 elaine@hospitalityexcellence.com.

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.

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.