I'm visiting here in the south, and I'm reminded of what a great job they do with hospitality. From the porters, to the concierge, to the bartender or the front desk, to the woman behind the counter at the drugstore or the driver of the cab, my experience has been that they all seem to really try and and make you feel as though they will do most anything to make you happy. We stayed at a very charming, nice old hotel. There are no swipe cards, they have a full honor bar in the sitting room complete with champagne, wine and whiskey, fresh ice, (in a glass ice bucket) and crystal glasses, and they actually make you a breakfast to order served in the courtyard.
When we realized we would miss out on the biscuits that took 20 minutes to make in order to make our scheduled ticketed walking tour this morning, we were a bit sad. However, they insisted we enjoy hot, fresh buttered biscuits (on them) when we came back to pick up our luggage late this afternoon. It's those extra things that count. As a business, it is important to pay attention to the little things that make loyal customers.