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.

Give them something for free. It doesn’t have to be something expensive. Guests, like people in general, remember the feeling they got from a gift, not the actual monetary value of the gift itself – that’s the principle behind the famous chocolate on the pillow, which costs the hotel little but makes a big impression.

Offer mobile check-in. This is rapidly becoming an expected feature, but you’re still ahead of the curve if you offer your guests a way to check in remotely so they don’t have to wait in line behind the group of twelve at the check-in when they’re tired from travelling.

Take the time to talk to guests who want to chat. Especially if you end up recommending restaurants or attractions in the area. Some guests don’t want personal interaction with you, and that’s fine. Others however, particularly in this time of digital-everything, want to get to know you and the area and appreciate your spending time with them. And if you find out during your chat that the guest could stay longer, offer them a discount on the extended stay then and there.

If you recognize regular guests, give them room upgrades once in a while for no reason other than “hey, thanks for being a regular”. The guest won’t forget either the pleasant surprise or the kind gesture soon and you’ll have just scored word-of-mouth marketing too.

Street price the minibar items. This would be a completely unexpected benefit, but it speaks loudly in telling guests you went out of your way to think of their interests. They won’t feel gouged and they will genuinely appreciate the convenience. Plus, you’ll sell a lot more items.