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.

Florida Concierge Conference, The Diplomat Hotel, Hollywood, Florida

“SUNsational Service”

International Game Fishing Association, Ft Lauderdale, Florida

“SUNsational Service”

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.

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

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 –

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


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 –

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 –

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.

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