These touches may be minor: a complimentary dessert, another round of tea sandwiches, vegan or gluten-free treats, or Harry Potter–themed bedding for the kids.
Or it could be even more personal.
A guest arrived at one of the Red Carnation hotels in London with a broken luggage lock. The room attendant noticed the lock, purchased a new one and had it back in the room with a note later that evening.
A guest of the historic Rubens at the Palace, also in London, had come to participate in the local marathon. The race route went by the hotel, so when staff learned that the runner was approaching, they organized to cheer him on as he ran by.
“It’s such a simple thing, but that was quite fun to have that cheering squad when the guest was visiting from out of town,” says Melissa Young, director of sales for Red Carnation Hotels. Staff have the autonomy to initiate these TNTs without the need for approval from management.
“They’re just little bits and touches. They make people feel like they’re at home,” says Young. “Our hotels are boutique; they’re smaller. This is what we do well. We really take care of everybody in a warm and genuine way.”