The following are a sampling of representative clients, projects and presentations
delivered by Hospitality Excellence.
General Manager’s Panel, Les Clefs d’Or Congress, South Florida featuring, from left to right: Amaury Piedra, Complex General Manager, Westin Beach Resort, Fort Lauderdale and The Sheraton Yankee Clipper Fort Lauderdale; Sandra Finlay, General Manager, Regent Bal Harbour; Sam Crooke, General Manager, Marriott South Beach; Kathleen Horrigan, General Manager, Four Seasons Palm Beach; James K. Oliver, General Manager, Ritz Carlton Ft. Lauderdale; Roberta Nedry, President, Hospitality Excellence, Inc.
Multi-hospital chain-developed patient access and satisfaction standards for use in 50 related hospitals.
Leading Automotive Dealership in SouthEast
Designed and delivered comprehensive service initiative and training.
The Biltmore Hotel, Coral Gables
Executive Program to Management Team on Service Excellence Leadership.
Call Center providing personal assistance services powered by the world’s finest concierge, emergency travel and medical assistance infrastructure.
Provided comprehensive training program to all frontline employees in regional offices and Train the Trainer to team leadership
UICH, International Association of Les Clefs d’Or Concierges
Facilitated education symposium , education and media efforts for Toronto Congress in 2011 and London Congress in 2012. Over 600 of world’s top concierges, from leading 4 and 5 star resorts in 40 countries.
il Lugano Hotel
Fort Lauderdale, FL
Boca Raton Resort and Club
Boca Raton, FL
Les Clefs d’Or International Congress
Lisbon, Portgual
American Cancer Society
Hope Lodge, “Guest Experience Management”
Southern Florida Concierge Association
“Technology, Communication, Leadership and More Trends for Today’s Concierge Profession”, Hollywood, Florida
Florida Concierge Conference
“Trends, Tools and Strategies for the Concierge Profession”, Miami Beach, Florida
The Devonshire
Boston, “Service Excellence Training”
Monticello Motor Club New York
“Service Excellence and Concierge Training”
Pelican Grand Beach Resort
“Grand Service at the Pelican”, Ft. Lauderdale, Florida
International Longshoremen’s Association, South East Florida Employers Port Association, Greater Ft. Lauderdale Convention and Visitor’s Bureau
“The Professional Porter Program, SUNsational Service”, 800 Porters trained.
Joe Williams (left) receives his SUNsational Service pin for completion of the Professional Porter Training from Roberta Nedry, President of Hospitality Excellence, the guest service training firm hired to develop and conduct this specialized program for 800 Porters.
Florida Concierge Conference, The Diplomat Hotel, Hollywood, Florida
“SUNsational Service”
International Game Fishing Association, Ft Lauderdale, Florida
“SUNsational Service”
53rd International Congress of Les Clefs d’Or Concierges, Washington DC
“Global Challenges in Service and Trends In Hospitality, International Panel of Experts”
Gavin de Becker & Associates, Los Angeles
“Service Excellence at Gavin de Becker & Associates”, management and general training workshops.
Hollywood Beach and Downtown Community Redevelopment Agency , Florida
“SUNsational Service”
Sunstream Hotels and Resorts
“Ultimate Five Star Service” Training Program
Tourisme Tahiti, Business
Forum “Guest Experience Management”
Washington DC Area Concierge Association
“The Profitability and Strategic Impact of Today’s Concierge” and “Guest Experience Management–Service Excellence Skills for Success”, full day educational seminar.
City of Lauderdale Lakes
SUNsational Service Training Program
Jack Nargil, former Les Clefs d’Or USA President & co-chair of Concierge Congress; Marjorie Silverman, Past President, Union International des Concierges d’Hotels (UICH) & Honorary Chairperson, 53rd Congress; Richard Adie, General Manager of the Statler Hotel at Cornell University; Jean-Luc Naret, Director, Michelin Guide; Roberta Nedry, President, Hospitality Excellence, Inc.; Michael Batt, President & CEO of Carlson Leisure Group; Marshall Calder, Senior VP of Marketing for Leading Hotels of the World; Shujaat Khan, President, Les Clefs d’Or, USA
Yellow Cab
Ft. Lauderdale, SUNsational Service Training Program
Greater Fort Lauderdale Convention and Visitor’s Bureau, Broward County Government and Greater Fort Lauderdale Lodging and Hospitality Association
SUNsational Service, Countywide public and private sector education, training and recognition program. Over 7,000 employees and managers trained.
Les Clefs d’Or USA, Ltd
Congress of the America’s International Media Relations Campaign
“The Profitability Impact of Today’s Concierge”, United States Congress, Santa Fe, NM.
www.lesclefsdorusa.com
Boca Raton Resort and Club
“Ultimate Guest Experience Management”, Consulting and Training Program for Hospitality and Service Excellence
Discovery Cruise Line
The Discovery Cruise Line Service Excellence Program
Cheney Brothers Inc.
“Service Excellence Initiative”, Consulting, Research and Training Program for Ultimate Sales and Service Management
Merrill Lynch
“Ultimate Service”, Customized Service Excellence Training Program for Lifestyle Services
International Concierge Institute
Consulting and Training
www.concierge-institute.com
Clerk of Courts
SUNsational Service, customized on-site
City of Tamarac
“Customer Service: Being Nice isn’t Enough”, Leadership sessions on service excellence management and Customer Experience Mapping.
Riverside Hotel
SUNsational Service, on-site
Broward Sheriff’s Office
Courtesy Training Video, Dealing with Difficult and Angry Customers
Fort Lauderdale Beach Resort
SUNsational Service, on-site
South Florida Business Journal
THE GUEST REPORT
www.amcity.com/southflorida
South Florida Hospitality Human Resources Association
“Complaints or Compliments… your choice in managing today’s guest experience”
Southern Florida Concierge Association
Education and Concierge development programs Florida Statewide Conference
www.sfcaonline.com
Hertiage Property Investment Trust
Customized Professional Concierge Training Program
Broward County Medical Association
“Complaints or Compliments, Your Choice”
Academy or Travel and Tourism
“Service Excellence… Why it matters and how to make it” Presentation on the National Academy Foundation Summit
Association of Luxury Suite Directors
“Guest Experience Management”, ALSD 10th Annual Meeting
Hospitality Sales and Marketing Association International
“Networking in Today’s Hospitality Industry”, Annual Meeting
The Language Academy
Hospitality Training and Lecture series
www.languageacademy.com
International Electronic Article Surveillance Manufacturer’s Association
Website Development, Sensormatic, Inc.
Concierge Choice
“The Profitability Impact of Todays’ Concierge”, Professional Concierge Forum.
General Manager’s Panel on Service Excellence, Professional Concierge Forum.
