I don't need extraordinary service from a hotel. In fact, an excess of personality can get annoying. But I'm impressed by casual virtuosity in the hospitality business. I stayed at the Hyatt Regency in Austin for SXSW, and noticed from the start that every encounter with a staffer was smooth and helpful. But it was when I was leaving that something inexplicable and deeply impressive happened.

I went down to the lobby early. Hung out on a couch twittering and emailing. Finally walked outside to catch a cab to the airport. The uniformed guy called over the taxi, grabbed my bag, threw it into the trunk, and said "Have a good trip, Mr. Hill." Um, wha? I hadn't checked out at the desk, hadn't had any contact with anyone in the lobby. No tag on the luggage.

That's some hospitality mojo.