roberta nedry
Creepy Stairwells, Ghastly Garages and Eerie Elevators-Neglected Nightmares
Roberta Nedry | October 2, 2018
By Roberta Nedry Dark, dismal and dirty stairwells. Parking garages that are Gross! Elevators that are extremely eerie! Well, it is almost Halloween, so these may seem appropriate and in season, BUT these are not amusement park novelties. They are actually part of your hotels, your businesses and your environments all year long-YUCK! I am constantly amazed by the experiences in beautiful hotel lobbies, impeccable office buildings and delicious restaurants that come to a screeching halt when you enter one of these backstage areas for the same high-class setting. Why, oh why are these areas relegated to be the stepchildren of the establis...
Tour Guiding the Guest Experience
Roberta Nedry | August 2, 2018
By Roberta Nedry Sometimes I just can't help myself! I see a darling couple, standing on the restaurant dock, taking photos of each other. I must leave my own meal and partner to offer to take a photo of them together. I just have to jump in and make sure their experience is as wonderful as it can be, even when I am not on duty. Or, no matter what state or country I am in, I seem to be the person people stop in airports or on the streets to ask directions or to ask for information I don't even know. And, whether it is a tour of my country, my state, my town, my neighborhood, my house or even my kitchen, I must make sure my audience (whe...
Please Use the “F” Word!!
Roberta Nedry | May 8, 2018
By Roberta Nedry Relax! Not that 'F' Word! This 'F' stands for Feelings, which are critical to any service interaction or guest experience and they must be front and center to make meaningful emotional connections. Whose feelings you might ask? Yours, theirs and ours!!! How you perceive your guests are feeling as they arrive, experience and depart can make a powerful difference in the feelings they remember. Once that perception is made, the next step is how to respond and deliver behaviors that will make those feelings positive. How can hospitality leaders orient their teams to do this and deploy an "F" word strategy for each touchpoin...
Global Warming: A Weather Proof Strategy for Hospitality and Service Success
Roberta Nedry | January 13, 2017
By Roberta Nedry There's nothing like warmth, when it comes to hospitality, that blanket of welcome that surrounds a guest or customer when caring and proactive efforts cause greater comfort to happen while making frigid moments forgotten. As guests contemplate their seasonal choices for leisure and business travel in the new year, global warming may be a genuine environmental concern but global warming takes on new meaning when through the eyes of hospitality and a meaningful service emphasis. In this case, warming the hearts of guests and customers is a weather proof strategy for all seasons in the arena of Guest Experience Manage...
Take the Service Elevator to the Top Floor
Roberta Nedry | February 6, 2016
Get the C-Suite Ready for Customer Experiences by Roberta Nedry Customer experience management is increasingly critical as a top investment area and skill essential for C-suite executives (some firms even have a CXO). What does that mean exactly and what do leaders need to do to ensure they are ready? How will they proactively acquire these skills and mindset when there is no single or even clear roadmap as to exactly what to do or how to do it? On top of that, the new science of customer emotions is inspiring even more considerations and most CEO's don't like to 'get emotional' about their business strategies! Some are ...
Technology Trauma May Cause Guests to Need the ER-Emotional Recovery
Roberta Nedry | January 26, 2015
By Roberta Nedry Please press "1" if you are frustrated, please press "2" if you are annoyed and please press "3" if you just want to SCREAM about technology replacing human resources and decision making!!! According to Professor Stephen Hawking, one of today's pre-eminent scientists, when asked about the progression and greater impact of technology, he recently told the BBC, "The development of full artificial intelligence could spell the end of the human race." He continued with, "Humans, who are limited by slow biological evolution, couldn't compete and would be superseded." Y...
How a Tissue Box and a Pepper Shaker Rocked My World
Roberta Nedry | December 22, 2014
By Roberta Nedry Greetings! Chilled champagne in a silver bucket, chocolate -covered strawberries, spectacular floral displays, elegant upgrades and décor, delicious chef creations, limousine luxury and red carpet treatment...each of these are extraordinary gestures and touchpoints in the world of hospitality. These examples are some of the ways in which hoteliers and their teams go above and beyond for guests to celebrate an exceptional moment or occasion. They are designed to create a special feeling, extra recognition, a moment of surprise and a sense of appreciation. They are "WOW" efforts that are usually recognize...
Getting Dimensional About Guest Experiences
Roberta Nedry & Hospitality Excellence | April 23, 2014
By Roberta Nedry Tangible tasks, creative designers, innovative architects, accurate measurements and efficient operations lead to getting the physical dimensions of a hospitality environment right. Though physical, these elements have the power to evoke emotions, set the stage, and greatly impact the guest experience. Intangible behaviors, effective leadership, thoughtful training, soft service skills and perceptual insight lead to getting the emotional dimensions of the role that the people have in creating the guest experience. Exploring the many dimensions of service, both physical and emotional, and how to tap into a variety of exp...
