Understanding What Personalized Hospitality Is (and What It Isn't!)

21 - 21 March 2025
Grand Hotel Amrâth Amsterdam
Prins Hendrikkade 108
Amsterdam, 1011 AK
Netherlands, The

The phrase "personalized service" is used an awful lot these days, most often to promote some new AI-powered tech solution to drop guests' names into welcome emails and display it on their TV, or to conduct creepy-feeling research on guests' social channels in an attempt to recommend an amenity, a local attraction or an activity. However, when you simply look at the root word, it seems quite clear that true "personalization" is best done by a person! In this webcast, Doug will share his opinions of what personalized service is not, based on his personal experience as a guest at over 80 lodging companies of all types over the previous 12 months. More importantly, he will also share examples that staff members of all departments can use during everyday micro-encounters to truly provide the kind of personalized guest experiences that encourage social media promoters and enduring guest loyalty.

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Doug Kennedy
Email: Doug@KennedyTrainingNetwork.com


Kennedy Training Network (KTN)
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