Monthly Archives: August 2015
Technology and Profitability Trends for the Concierge
By Elaine Oksner, Guest Service and Concierge Trainer, Hospitality Excellence, Inc. I remember when my father would reminisce about his youth, beginning his stories with “Why, when I was a boy…” He would launch into how dramatically things had changed … Continue reading
Concierge Referrals:Tips on Maintaining High Standards with Your Outside Venues
By Marjorie Silverman, Honorary President, Union Internationale des Concierges d’Hotels, Les Clefs d’Or The symphony of service! The ubiquitous Verizon Wireless television ad featuring the “network” comes to mind when one conjures up the “part Merlin, part Houdini” magic of … Continue reading
Les Clefs d’Or Gather in Lisbon for International Congress
LISBON, Portugal, January 27, 2010. Three hundred and thirty of the world’s top professional concierges from top hotels and resorts in 40 countries gathered in Lisbon, Portugal last week to focus on exceptional service, leadership and guest experience management at … Continue reading
Concierge Congress Press Release: Service Excellence on a Global Scale
The 53rd International Congress of Les Clefs d’Or Concierge s features top government and hospitality leaders in bottom line business forum, held for only the second time ever in the USA Washington DC, January 10-15, 2006: Global challenges in delivering … Continue reading
Major Award Bestowed Upon Roberta Nedry, Hospitality Excellence, Inc.
New York, NY, August 21, 2007 – Les Clefs d ‘Or, USA awarded Roberta Nedry, President of Hospitality Excellence, Inc, Honorary Membership at the organization’s 13th USA National Congress, held at the Waldorf Astoria in New York City last week. … Continue reading
Concierges go extra mile in Internet age
Concierges go extra mile in Internet age – By Gary Stoller, USA TODAY Roberta Nedry, president of Hospitality Excellence, which provides concierge and guest service training for hotels and other clients, says hotel guests want “meaningful and memorable experiences” that … Continue reading
Imperial Hotel Management College: A Concierge Career
A Concierge Career: What it takes to be the keeper of the keys Imperial Hotel Management College The Successful Concierge Roberta K. Nedry, president of Hospitality Excellence, Inc., which promotes service excellence through guest experience management and develops specific programs … Continue reading
Ladies First: The concierge profession’s first ladies share their unique service platforms
First Ladies, like Michelle Obama and first lady candidates like Ann Romney during this election year in the USA, are pioneering new paths of influence in today’s society and many first ladies have used their position to change perceptions and … Continue reading
The Concierge Gave Me the Finger and I Loved It
What to my wondering eyes should appear, but a giant embedded computer screen across which the concierge and I could peer. During these times of so many technology innovations, some of which can be confusing, detached and frustrating in hospitality … Continue reading
Complimentary Service That is Uncomplimentary to Service
It is better to give than to receive… right? What happens when hoteliers give a complimentary stay or experience, a “comp”, to support a special program or fundraiser and the recipient, the lucky “comp” winner, shows up to experience their … Continue reading