Company: Quality Management Services, LLC
Position: Founder & Principal
Since 1988, Judy has assisted clients in achieving excellence by connecting people and performance. She has provided an array of services, all directed at maximizing revenue and increasing the loyalty of guests and staff, to numerous resorts, hotels, and inns during pre-opening, repositioning, and ongoing operations. Judy has served as a highly effective change agent and facilitated the development of organizational infrastructures that work. She served as the senior consultant for the transformation of the service culture at Madison Square Garden and service training was designed and delivered for MSG’s theaters: Radio City Music Hall, The Beacon Theater, and The Chicago Theatre. Judy designed and developed a highly successful departmental management training program for Royal Caribbean Cruises, Ltd.
USA, Canada, Caribbean
Leading edge and emerging organizations, from large to small, have benefited from Judy’s expert assistance in Change Management, Customer Service, Facilitation, Leadership and Staff Development, Operational Training and Quality Assurance, Process Improvement, Strategic Planning, and Team Building.
American Hotel & Lodging Association, Tennessee Hospitality Association, American Society for Quality
Judy is a frequent speaker at lodging and hospitality conferences and company meetings. Service and Quality, Leadership Development, Communication, and Conflict Resolution are the most requested topics.
Quality Leadership and Management in the Hospitality Industry, Educational Institute of AH&LA
Madison Square Garden * Radio City Music Hall * Royal Caribbean Cruises, Ltd. * The Ocean House * The Sanderling Resort & Spa * Morris Inn at The University of Notre Dame * Spruce Point Inn Resort * La Jolla Beach & Tennis Club * The Homestead * Pinehurst Resort & Club * MGM Mirage * Select Registry * Caneel Bay Resort * Loews Hotels * Grand Canyon National Park Lodges * Colonial Williamsburg Hotel Properties * The American Club * Sandestin Resorts, Inc. * Callaway Gardens * Keystone Resort
B.S. Degree, University of Tennessee, Knoxville
Early in her career, Judy was the Employee Relations Manager for the Opryland Hotel in Nashville, TN. She subsequently served as Quality Manager, responsible for the design, implementation, and management of quality assurance for the Hotel. She has served twice as an Examiner for the Malcolm Baldrige National Quality Award.