Editorial Board   Guest Author

Mr. Curtin

Steve Curtin

Founder, Steve Curtin Customer Enthusiast!

Steve Curtin has 20 years of experience between hotel operations, sales and marketing, training and development, and customer service roles working for Marriott International, one of the premiere customer-focused companies in the world. As the Area Director of Training for the New York City market, Mr. Curtin organized the training efforts at more than a dozen area hotels to successfully coordinate corporate-wide training initiatives. While at the NY Marriott Marquis, Mr. Curtin worked with a team of executives to implement training that resulted in dramatic increases in employee and customer satisfaction scores. One such initiative titled The Basics was adapted from the Ritz-Carlton Gold Standards in 1998 and branded by Marriott headquarters to become a company-wide initiative involving more than 3,000 hotels. Mr. Curtin has delivered interactive and engaging presentations on three continents, in six countries, and throughout the United States. He has delivered over 600 presentations to more than 20,000 people. In addition to hospitality audiences, Mr. Curtin has presented to associations, retailers, healthcare professionals, and state tourism groups. Mr. Curtin has received advanced training in public speaking from Cornell University School of Industrial and Labor Relations, National Speakers Association, American Society for Training and Development, and Decker Communications. He has met the rigorous professional speaking requirements to be accepted and accredited by the National Speakers Association. Mr. Curtin is a customer service, training, and public speaking enthusiast based in Denver, CO. Learn more: www.stevecurtin.com Please visit http://www.stevecurtin.com for more information.

Mr. Curtin can be contacted at 303-325-1375 or steve@stevecurtin.com

Coming up in February 2018...

Social Media: Engagement is Key

There are currently 2.3 billion active users of social media networks and savvy hotel operators have incorporated social media into their marketing mix. There are a few Goliath channels on which one must have a presence (Facebook & Twitter) but there are also several newer upstart channels (Instagram, Snapchat &WeChat, for example) that merit consideration. With its 1.86 billion users, Facebook is a dominant platform where operators can drive brand awareness, facilitate bookings, offer incentives and collect sought-after reviews. Twitter's 284 million users generate 500 million tweets per day, and operators can use its platform for lead generation, building loyalty, and guest interaction. Instagram was originally a small photo-sharing site but it has blown up into a massive photo and video channel. The site can be used to post photos of the hotel property, as well as creating Instagram Stories - personal videos that disappear from the channel after 24 hours. In this regard, Instagram and Snapchat are now in direct competition. WeChat is a Chinese company whose aim is to be the App for Everything - instant messaging, social media, shopping and payment services - all in a single platform. In addition to these channels, blogging continues to be a popular method to establish leadership, enhance reputations, and engage with customers in a direct and personal way. The key to effective use of all social media is to find out where your customers are and then, to the fullest extent possible, engage with them on a personal level. This engagement is what creates a personal connection and sustains brand loyalty. The February Hotel Business Review will explore these issues and examine how some hotels are successfully integrating social media into their operations.