Editorial Board   Guest Author

Mr. Currie

Joe Currie

District Sales Manager, Egencia

Joe Currie has more than 20 years of experience in the corporate travel world. He grew up learning from his parents, who owned a global corporate travel agency with strong client ties to the automobile industry. As a child he learned the ins and outs of the industry over the dinner table, and that knowledge continues to serve him well. While he got his start working for Total Travel Management/Global Experts in Travel, he took a hiatus from travel to explore one of his other great loves, writing. For several years he worked in Los Angeles, as an actor and writer, before returning to the world of travel. Over the past eight years, Mr. Currie has served in numerous positions with Egencia, an Expedia, Inc. Company, including sales operations, customer service and strategic account management. In his current role at Egencia, Mr. Currie is a District Sales Manager for the Southeast Region. Mr. Currie is the current president of the GBTA North Carolina Chapter, and enjoys the opportunity to connect with other members of the travel community. In his time as president the North Carolina Chapter of GBTA has hosted numerous networking and educational events, increased membership and raised money for a variety of charities including Wine to Water, several North Carolina Children's Hospitals and Step Up for Soldiers. Raised in the suburbs of Detroit, Mr. Currie has also lived in Boston, Los Angeles and Tampa. With years of urban living under his belt, he is now embracing small-town life in Hillsborough, NC with his wife and two sons. In his spare time, Mr. Currie enjoys playing poker and golf, going fishing, playing sports with his kids and finding fun new restaurants with his wife.

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

Mr. Currie can be contacted at 919-225-8094 or jcurrie@egencia.com

Coming up in April 2019...

Guest Service: A Culture of YES

In a recent global consumers report, 97% of the participants said that customer service is a major factor in their loyalty to a brand, and 76% said they view customer service as the true test of how much a company values them. And since there is no industry more reliant on customer satisfaction than the hotel industry, managers must be unrelenting in their determination to hire, train and empower the very best people, and to create a culture of exceptional customer service within their organization. Of course, this begins with hiring the right people. There are people who are naturally service-oriented; people who are warm, empathetic, enthusiastic, pleasant, thoughtful and optimistic; people who take pride in their ability to solve problems for the hotel guests they are serving. Then, those same employees must be empowered to solve problems using their own judgment, without having to track down a manager to do it. This is how seamless problem solving and conflict resolution are achieved in guest service. This willingness to empower employees is part of creating a Culture of Yes within an organization.  The goal is to create an environment in which everyone is striving to say “Yes”, rather than figuring out ways to say, “No”. It is essential that this attitude be instilled in all frontline, customer-facing, employees. Finally, in order to ensure that the hotel can generate a consistent level of performance across a wide variety of situations, management must also put in place well-defined systems and standards, and then educate their employees about them. Every employee must be aware of and responsible for every standard that applies in their department. 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.