Article - What Personalized Hospitality Is and What It Isn't - 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.