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 May 2020...

Eco-Friendly Practices: Creative Innovation

Being eco-friendly is no longer a fad. It is an urgent planetary need and hotels are actively doing their part to reduce their carbon footprint by implementing sustainable, green practices. In addition to the goodwill derived from doing the right thing, hotels are also realizing the benefits to their business. A large percentage of Millennials expect hotels to be eco-friendly and will only patronize those properties that are proudly conforming. Consequently, more hotels are realizing that sustainability is a key element in a successful branding strategy. In addition, going green can lead to a more profitable bottom line, as savings on electricity, water and cleaning materials can add up. Also, there are other advantages that come with being an eco-friendly business, such as government subsidies and tax and loan incentives. As a result, many hotels are finding innovative ways to integrate eco-friendly practices into their business. Geo-thermal energy systems, along with energy-from-waste systems, are being used to heat and cool the property. Passive solar panels, green roofs, natural lighting and natural ventilation strategies also assist in energy conservation. Low-flow water systems and plumbing fixtures make a contribution, as does eco-friendly hardwood flooring, and energy efficient televisions and appliances throughout the property. In addition, some hotels have implemented in-room recycling programs, and only provide all-natural, personal care items. One hotel has actually constructed a bee-keeping operation on their grounds. Not only is this good for the bees but the hotel also produces products from the operation which they sell. This kind of creative innovation also holds enormous appeal to guests. The May issue of the Hotel Business Review will document what some hotels are doing to integrate sustainable practices into their operations and how they are benefiting from them.