538 Stone Villa Lane
Knoxville, TN, 37934
Phone: (615) 414-3648
Founder & Principal
Quality Management Services, LLC
customer surveys / guest satisfaction / employee surveys
full service hotels
management and leadership
USA, Canada, Caribbean
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.
Since 1988, Judy has assisted clients achieve excellence by connecting people and performance. She has provided an array of services, all directed to maximizing revenue and increasing the loyalty of guests and staff, to numerous resorts, hotels, and inns during pre-opening, repositioning, and on-going 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 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.
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.
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.
B.S. Degree, University of Tennessee, Knoxville
American Hotel & Lodging Association, Tennessee Hospitality Association, American Society for Quality
Representative List of Clients
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
Articles and Publications
Quality Leadership and Management in the Hospitality Industry, Educational Institute of AH&LA