What Personalized Hospitality Is and What It Isn’t

Doug Kennedy | May 28, 2024

By Doug Kennedy As a hotel conference speaker opinion writer, I always try to stay up on the very latest innovations and tech solutions, and so I start each day by reading at least a half dozen lodging industry eNewsletters. Being a provider of training in the topic areas of hospitality, sales, and guest service excellence, my eyes are always drawn to any headline with the words “personalized” or “guest hospitality” in it. Seems that just about every day, a new article comes out somewhere featuring these words, yet when I read what follows, it inevitably seems to be about some new tech or AI-powered solution that does not result in...