In this conversation, our guest experience correspondent, Danica Smith, speaks with Matthew Bell, Managing Director at Mollie's, and former Chief Hotel Operations Officer at citizenM, about what it really takes to scale a hospitality brand without losing its soul and energy. Matt explains the “starfish principle” behind great organizational design, showing how cross-functional, self-contained teams stay closer to the guest experience and make better decisions at speed. He also shares how clarity of vision and the right strategic frameworks create autonomy for creative, ambitious teams.
Hospitality Daily is brought to you with support from Mews, the operating system for hospitality that replaces fragmented systems with one connected way to manage reservations, payments, revenue, and guest service. Listen to my recent conversation with Mews founder Richard Valtr for a deep dive on what's happening with AI and hotel tech today.
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If you found this episode interesting or helpful, send it to someone on your team so you can turn the ideas into action and benefit your business and the people you serve!
Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
