Another way to create a memorable experience for guests in hospitality is to surprise and delight them with unexpected gestures, gifts, or offers. This can be anything from a complimentary upgrade, a welcome drink, a handwritten note, a local souvenir, or a special discount. The key is to make your surprises relevant, timely, and genuine. You can use your data and feedback to identify the best opportunities to surprise your guests and to match their interests and needs. Surprising and delighting your guests can make them feel happy, grateful, and loyal.