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. He lives in Denver with his wife, four children, and a Goldendoodle named Nugget.


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 March 2019...

Human Resources: An Era of Transition

Traditionally, the human resource department administers five key areas within a hotel operation - compliance, compensation and benefits, organizational dynamics, selection and retention, and training and development. However, HR professionals are also presently involved in culture-building activities, as well as implementing new employee on-boarding practices and engagement initiatives. As a result, HR professionals have been elevated to senior leadership status, creating value and profit within their organization. Still, they continue to face some intractable issues, including a shrinking talent pool and the need to recruit top-notch employees who are empowered to provide outstanding customer service. In order to attract top-tier talent, one option is to take advantage of recruitment opportunities offered through colleges and universities, especially if they have a hospitality major. This pool of prospective employees is likely to be better educated and more enthusiastic than walk-in hires. Also, once hired, there could be additional training and development opportunities that stem from an association with a college or university. Continuing education courses, business conferences, seminars and online instruction - all can be a valuable source of employee development opportunities. In addition to meeting recruitment demands in the present, HR professionals must also be forward-thinking, anticipating the skills that will be needed in the future to meet guest expectations. One such skill that is becoming increasingly valued is “resilience”, the ability to “go with the flow” and not become overwhelmed by the disruptive influences  of change and reinvention. In an era of transition—new technologies, expanding markets, consolidation of brands and businesses, and modifications in people's values and lifestyles - the capacity to remain flexible, nimble and resilient is a valuable skill to possess. The March Hotel Business Review will examine some of the strategies that HR professionals are employing to ensure that their hotel operations continue to thrive.