Everybody likes to be (pleasantly) surprised and delighted by a business. As a hotelier you have plenty of opportunities to do nice things for your guests that they’ll remember – and remember you for.

What kinds of wine you serve is between you and your customers. The range and quality of spirits you sell is up to you. If you sell a variety of specialty beers or just stick with the favourites, that’s your business.

When’s the last time you inventoried your table presentation? Are your glasses getting scratched and in need of replacing? Do your silverware settings say “This is a quality restaurant” or “We bought these by the handful at the op shop?”

You offer your guests tea bags in their room as part of your standard amenity tray. Most likely you have coffee sachets and sugar too.

It’s no secret that the hotel room minibar has peaked in popularity and is disappearing from more and more hotel rooms. Guests are bringing their own drinks and snacks or just drinking the vodka and replacing it with water.

The good ol’ hotel amenity tray. Yep, there’s your square coffee packets, standard black tea bags, your shampoo, conditioner… sigh.

It’s something you probably don’t even question, the in-room coffee for your guests. It’s just something you do, right? Guests are either going to drink it or not?