While talking with someone today about the finer points of service, I was reminded that the most important part of delivering a really memorable experience is the unexpected...or surprise solution that makes a person feel like you really care about them (like giving a Christmas gift that took real effort to find and that no one expected). In hospitality, the key is to be able to anticipate, artfully adapt and improvise, making an otherwise odd request or challenge seem completely normal. That requires creativity, experience and practice.