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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.