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 November 2020...

Hotel Design: Home Away From Home

With the rise of the sharing economy and the peer-to-peer marketplace for lodging options, hoteliers are re-thinking the look, feel and appeal of their locations. There is an emphasis on re-creating a feeling of homeyness - a comfortable, cozy and inviting space that feels like home. 'This is accomplished through the careful selection of furniture design, paint colors, lighting design, artwork, bathroom fixtures and textile accessories. In addition, some hotels are providing their guests with upscale amenities, such as a book and movie library, home-style kitchenettes, a coffee machine with locally-sourced beans and tea, or even a batch of fresh-baked cookies. Similarly, there is a growing design trend based on the concept of place-making. Travelers are searching for experiences that are unique and authentic to the locale in which they find themselves, and so hotel designers are integrating a sense of place into their work. This is partially achieved by incorporating traditional artisanal crafts and other local artwork into hotel rooms and communal spaces. Another design trend includes the creation of full-service, co-working environments within the hotel. Guests don't like to stay alone in their room when they need to work, so now they can go downstairs to the lobby-or up to the roof-to work among others. These areas encourage guests - and non-guests alike - to stay as long as they like and to partake of hotel amenities. Finally, recognizing the importance of the Wellness Movement, some designers are exploring how room design can increase the likelihood of deep and restorative sleep. Creating dark and quiet spaces, blocking excessive light, providing guests with a selection of different kinds of pillows, and the ability to control room temperature, are a few of the best practices in this area. These are some of the architecture and design topics that will be covered in the November issue of the Hotel Business Review.