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 The April Online Hotel Business Review




Feature Focus
Guest Service: The Personalized Experience
In the not-too-distant future, when guests arrive at a hotel, they will check themselves in using a kiosk in the lobby, by- passing a stop at the front desk. When they call room service to order food, it will be from a hotel mobile tablet, practically eliminating any contact with friendly service people. Though these inevitable developments will likely result in delivered to their door by a robot. When they visit a restaurant, their orders will be placed and the bill will be paid some staff reduction, there is a silver lining Ė all the remaining hotel staff can be laser-focused on providing guests with the best possible service available. And for most guests, that means being the beneficiary of a personalized experience from the hotel. According to a recent Yahoo survey, 78 percent of hotel guests expressed a desire for some kind of personalization. They are seeking services that not only make them feel welcomed, but valued, and cause them to feel good about themselves. Hotels must strive to establish an emotional bond with their guests, the kind of bond that creates guest loyalty and brings them back time and again. But providing personalized service is more than knowing your guests by name. Itís leaving a bottle of wine in the room of a couple celebrating their anniversary, or knowing which guest enjoys having a fresh cup of coffee brought to their room as part of a wake-up call. Itís the small, thoughtful, personal gestures that matter most and produce the greatest effect. 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.