Steve Curtin brings over 20 years of experience in hotel operations management, sales and marketing, training and development, and customer service, particularly with Marriott International.
During his tenure as a Regional Director of Training in New York City, he spearheaded training initiatives across more than a dozen hotels, aligning them with Marriott’s comprehensive training standards and contributing to significant improvements in customer satisfaction and service quality.
At the New York Marriott Marquis, Steve, in collaboration with his executives, helped launch training programs that led to noticeable enhancements in employee satisfaction and customer service ratings.
Steve developed “The Fundamentals,” a program inspired by The Ritz-Carlton’s Gold Standards, which was later adopted throughout the global Marriott network, significantly shaping the company’s service culture.
With a dynamic presence that transcends geographical boundaries, Steve has delivered over 600 presentations across three continents, six countries, and 26 states, reaching nearly 20,000 attendees.
His sessions are known for their interactivity and tangible value, providing participants with a deeper understanding of what it takes to achieve excellence in customer service.
Steve Curtin was ranked fourth on Global Guru’s annual list of the Top 30 Customer Service Experts worldwide.
Steve is the author of two books: “Delight Your Customers” and “The Revelation Conversation,” which addresses two phenomena in the workplace.
The first is that most employees describe their roles in terms of tasks with little to no understanding of the job’s essence itself. As a result, interactions with them feel more like routine tasks than memorable experiences.
The second phenomenon is that while most advanced organizations have crafted a mission, vision, or purpose statement and a set of core values, few employees remember them. Consequently, they cannot connect their daily work activities to the organization’s overarching goal and their job role.
After a twenty-year career with Marriott International, where he worked in hotel operations, sales and marketing, and training and development, Steve now dedicates his time to consulting and writing about exceptional customer service.
He has been a certified member of the National Speakers Association for 15 years.
