When it comes to hotels, delighting guests will generate referrals, positive reviews and repeat stays. However, customer delight is normally only achieved if all elements of the hotel experience hit the mark. It therefore seems a distant dream for many managers.

But there is a trick, a cheat, if you like. For whatever reason, if you lack the resources and skills to improve all areas of the business, focus on one small thing- the element of surprise.

If you provide a small gift to your guests without them having the slightest inkling that they will receive one, this will boost their satisfaction. The key is to provide your gift as your guests are departing, rather than as they arrive. This is because you want them to leave with a bang, having a strong last impression of the hotel. It is the tool that will stop dissatisfied customers from posting negative online reviews, and it is the icing on the cake that will lead satisfied customers to go that one step further and share their positive experience with others.

The gift need not be big or expensive, but ideally it should be something practical. Perhaps something for the road, or an ice cream each on a hot day. Avoid giving items that serve to also promote your hotel, such as pens with the hotel name on it. You want it to seem like you are giving out of the goodness of your heart, without any ulterior motive. If you can achieve this, your hotel will more than certainly be remembered.