The guest experience manager

Best Practices and up to the minute news on Customer Experience Management and Service Excellence

Have a guest experience tip? Click here to share.
Have a guest experience tip? Click here to share.

Best Practices and up to the minute news on Customer Experience Management and Service Excellence

The guest experience manager

Best Practices and up to the minute news on Customer Experience Management and Service Excellence

Have a guest experience tip? Click here to share.
Have a guest experience tip you'd like to share Drop a line here.

Daily insights for hospitality leaders responsible for the moments guests remember.

Expert interviews, industry trend forecasts, and actionable frameworks drawn from real operators — not recycled advice.

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Editors Pick

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The Journal Team

Roberta Nedry

Founder & Publisher

Guest experience strategist with 40+ years in hospitality leadership.

Joe Pye

Editor in Chief

Hospitality trade journalist covering guest experience and operations.

Kristen Grau

Contributing Correspondent

Hospitality journalist covering leadership, service, and industry trends.
Roberta Nedry
01

Roberta Nedry

Founder

Roberta is the designer of 3DService®, a unique service training methodology integrating touch points, behaviors, skills, strategies, and methods to drive positive customer emotions, recognizing the multiple dimensions of exceptional service. Her diverse background with both public and private companies allows clients to draw on her extensive career experience for business solutions. Her passion and authentic style inspire deep dives into the soul of an organization resulting in powerful road maps to excellence creating brand value and customer loyalty.

Roberta Nedry

Roberta is the designer of 3DService®, a unique service training methodology integrating touch points, behaviors, skills, strategies, and methods to drive positive customer emotions, recognizing the multiple dimensions of exceptional service. Her diverse background with both public and private companies allows clients to draw on her extensive career experience for business solutions. Her passion and authentic style inspire deep dives into the soul of an organization resulting in powerful road maps to excellence creating brand value and customer loyalty.

Joe Pye
02

Joe Pye

Editor-In-Chief

Joe Pye is the Editor-in-Chief of The GEM Journal. For the past eight years, Pye has worked as a finance reporter before diving into the world of guest experience. He’s observed one common thread among his finance and hospitality reporting: emotions drive financial decisions. Unforgettable guest experiences can lead to lifelong customers.

Joe Pye

Joe Pye is the Editor-in-Chief of The GEM Journal. For the past eight years, Pye has worked as a finance reporter before diving into the world of guest experience. He’s observed one common thread among his finance and hospitality reporting: emotions drive financial decisions. Unforgettable guest experiences can lead to lifelong customers.

Kristen Grau
03

Kristen Grau

Staff Writer

Kristen Grau is a personal finance and freelance writer of six plus years for sites including LendingTree, ValuePenguin and Debt.com. She has covered finance topics like credit cards, debt, small business taxes and accounting — as well as LGBTQ+ issues, education and hospitality. She has a journalism degree from Florida Atlantic University.

Kristen Grau

Kristen Grau is a personal finance and freelance writer of six plus years for sites including LendingTree, ValuePenguin and Debt.com. She has covered finance topics like credit cards, debt, small business taxes and accounting — as well as LGBTQ+ issues, education and hospitality. She has a journalism degree from Florida Atlantic University.

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