Last week I wrote a post entitled "Hospitality Happens At The Margins." The post was based in part on a Bloomberg interview with a Starwood VP, who was emphasizing the importance of basically "customizing" stays, because apparently 2% of their guests generate 30% of their profits. I explained that a large portion of my perception of travel brands isn't shaped by the 90% of the time that stuff goes as planned, but rather the few times that an employee goes out of their way to make me smile.
I gave the example of the hotel I frequent more than any other -- the Grand Hyatt Tampa -- and how they surprised me last week with a welcome amenity consisting of Diet Coke with lime and nuts. I've always chosen points as the amenity at this property so certainly wasn't expecting that. Not only was it a great gesture as such, but the attention to detail is what really put a smile on my face -- the limes, the fact that it was Diet Coke rather than Diet Pepsi (which is the Hyatt brand standard), and the nuts. Those are three of my favorite things!
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