Editorial Board   Guest Author

Mr. Curtin

Steve Curtin

Founder, Steve Curtin LLC

Steve Curtin was rated #4 by Global Guru on its annual listing of the Top 30 experts in the world on the topic of customer service.

Mr. Curtin is the author of Delight Your Customers: 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary (AMACOM BOOKS), now in its 6th printing. He wrote the book to address this nagging observation: "While employees consistently execute the mandatory job functions for which they are paid, they inconsistently demonstrate voluntary customer service behaviors for which there is little or no additional cost to their employer."

In response to readers requesting ways to cascade the lessons from Delight Your Customers to a broader audience, Mr. Curtin collaborated with instructional designer, Brian O'Neill, to create the Delight Your Customers Companion Guide containing a variety of learning activities that organizations can use to help reignite and sustain their commitment to extraordinary customer service.

During his 20-year career with Marriott International, Mr. Curtin worked in hotel operations, sales and marketing, and training and development in a diverse set of locations, including: suburban, downtown, and resort hotels. In his final eight years with the company, Mr. Curtin traveled to more than 100 domestic and international hotel properties to facilitate management-level training.

Mr. Curtin now devotes his time to speaking, consulting, and writing on the topic of extraordinary customer service. Since 2007, he has worked with clients from a variety of sectors, including: hospitality, tourism, healthcare, retail, banking, technology, government, associations, and non-profits.

Mr. Curtin is an accredited 10-year member of the National Speakers Association.

Please visit http://www.stevecurtin.com for more information.

Mr. Curtin can be contacted at +1 303-325-1375 or steve@stevecurtin.com

Coming up in January 2020...

Mobile Technology: Meeting Tech Expectations

What once seemed futuristic is now the norm, owing to the escalating developments in mobile technology, and hotels must continue to innovate in order to meet guest expectations. In a recent study from Mower, 65 percent of guests said they would gladly pay more for a hotel that provides the mobile technology they deem essential. The same study shows that 44 percent of travelers are more likely to book a smart hotel, and nearly 7 in 10 want to use smart devices provided by the hotel. And how do guests wish to use all this technology? A majority expressed a desire for mobile check-in and check-out, and mobile payment options. They also want to be able to stream content from their phone to the TV; to make service requests of the hotel staff; to control in-room lighting, temperature and sound; to order food and beverages; and to request a wake-up call - all from their mobile device. Guests also expressed preferences for robust wi-fi and convenient device charging ports throughout the hotel. They also appreciate the use of hotel branded apps which allow a guest to book a room, access loyalty programs, receive discounts and rewards, and even use the app to choose the room, floor and view they prefer. Some hotel apps also allow a customer to track their charges throughout their stay, rather than waiting to receive a bill at the end. Finally, mobile tech lounges are popping up more frequently in some hotels. These lounges offer guests the opportunity to perform tasks like airline check-ins or access to local info guides, but they also provide a place where guests can comfortably get some work done outside their room. The January Hotel Business Review will report on what some hotels are doing to meet their customers' expectations in the mobile technology space.