Being successful in a hotel industry isn’t determined by the number of new customers but by the effective retention of the customers. So, How much of knowing them is knowing enough? Sometimes you go out on a limb and decide to welcome your guest, especially VIPs, with gifts thinking ‘everyone will like a welcome gift’. That seemed like a good idea until we had Jane Coloccia expressed how she wished ‘hoteliers would take the time to either ask a guest if they drank or offered up something else as a VIP welcome gift than a bottle of wine. ‘