The Little Things Make a Big Difference in Hospitality

Hospitality is about the people who take pride in making guests feel truly seen and valued, going way beyond clean rooms and reliable service.

And sometimes, it’s the smallest details that leave the biggest impact.

Recently, a guest named Jeff Joiner shared his experience at the Fairfield Inn & Suites by Marriott Pecos, a Mehr-managed property. Jeff has spent more than 1,488 nights in Marriott hotels over the years, traveling across the country for work. Despite always noting on his Marriott profile that he preferred extra pillows and towels, only two times in 20 years have those requests been acknowledged.

When Jeff checked into the Fairfield Inn in Pecos, Christina at the front desk surprised him. “Your room is ready, Mr. Joiner. I saw in your profile that you like extra pillows and towels, so I’ve arranged for those to be in your room.”

For Jeff, this was incredibly rare, and it meant so much that he took to social media to share the story. In his words, “The little things make a big difference when it comes to service and hospitality!”

We couldn’t agree more. This thoughtful gesture is a perfect example of how hospitality comes alive through the people behind the desk, in the housekeeping hallways, and across every guest interaction. Christina’s attention to detail and genuine care created a memorable moment for Jeff, and under the leadership of General Manager Cathy Garcia, the Pecos team continues to shine.

To recognize her outstanding service, the Mehr team is sending Christina a token of appreciation as a way of saying thank you for delivering on the big promise of hospitality. Stories like this remind us why we do what we do: because great service is always about the people behind it.

Read Jeff’s original post here: Jeff Joiner Training on Facebook