Editorial Board   Guest Author

Ms. Curtis

Nina Curtis

Founder & President, The Nile Institute

Nina Curtis is the founder and president of the Nile Institute, 'A Source Vit'al', located in West Hollywood, California. The Nile Institute is dedicated to offering exceptional wellness services, the finest in quality personal care products and information that is relevant for its clients to make responsible choices about their individual wellness, beauty and personal care needs. Motivating, dynamic, and inspirational all describe Nina Curtis' interaction with audiences during seminars, lectures, workshops and keynote speeches. Ms. Curtis' enthusiasm and sincere desire to move her audience to action, has captured the attention of many corporations looking for leadership and consulting in the areas of corporate communications, sales force and technical training. Known as the "Esthetician's, Esthetician", Ms. Curtis has a twenty-plus year history in the professional skin care industry, where she is respected as an innovative skin care specialist, educator, lecturer and businesswoman. Originally licensed as a cosmetologist, Ms. Curtis has obtained certification in Aromatherapy, Reflexology, Acupressure, Micro Current, Reiki and Color Light Therapy. Ms. Curtis has trained throughout the United States, France, Germany, Australia and England. She received her Bachelor degree of Science in Management and her MBA from Pepperdine University and is also a graduate of the Lynwood Business Institute. Recognized as a trailblazer, Curtis has served as a volunteer member of the Barbering and Cosmetology Advisory Council and as Director of Education for Aesthetics International Association. Through her work with many of the cosmetics' industry heavy-hitters, she has been instrumental in the development and execution of training modules and programs for salons and spas. Ms. Curtis continues to travel internationally to heighten the standards of the professional skin care industry. Ms. Curtis has received five "Teacher of the Year" awards from the Fashion Institute of Merchandising and Design, located in Los Angeles, California, which inducted her into the Hall of Fame. In 2002 Ms. Curtis received the coveted 'Distinguished Alumna Award' from Pepperdine University for her outstanding accomplishments in serving humankind through the humane pursuits of business, for participating in building a stronger university and for her personal character as an example to all of the university's students, alumni and faculty. Ms. Curtis has been a volunteer for the American Cancer Society's Look Good, Feel Better program that provides skin care and cosmetic seminars for cancer survivors. Ms. Curtis has also reached out to the future business community as a volunteer speaker and valued mentor for the Academy of Business Leadership program located on several Southern California college campuses. Ms. Curtis currently serves on the UC Irvine Spa & Hospitality Management advisory board.

Ms. Curtis can be contacted at 310-275-6453 or curtiscomm@earthlink.net

Coming up in April 2018...

Guest Service: Empowering People

Excellent customer service is vitally important in all businesses but it is especially important for hotels where customer service is the lifeblood of the business. Outstanding customer service is essential in creating new customers, retaining existing customers, and cultivating referrals for future customers. Employees who meet and exceed guest expectations are critical to a hotel's success, and it begins with the hiring process. It is imperative for HR personnel to screen for and hire people who inherently possess customer-friendly traits - empathy, warmth and conscientiousness - which allow them to serve guests naturally and authentically. Trait-based hiring means considering more than just a candidate's technical skills and background; it means looking for and selecting employees who naturally desire to take care of people, who derive satisfaction and pleasure from fulfilling guests' needs, and who don't consider customer service to be a chore. Without the presence of these specific traits and attributes, it is difficult for an employee to provide genuine hospitality. Once that kind of employee has been hired, it is necessary to empower them. Some forward-thinking hotels empower their employees to proactively fix customer problems without having to wait for management approval. This employee empowerment—the permission to be creative, and even having the authority to spend money on a customer's behalf - is a resourceful way to resolve guest problems quickly and efficiently. When management places their faith in an employee's good judgment, it inspires a sense of trust and provides a sense of higher purpose beyond a simple paycheck. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.