The Operating System Behind High-Performing Hospitality Brands: Critical Thinking, Culture, and Guest-Centric Design - Matthew Bell, Mollie's

Matthew Bell, Managing Director at Mollie's, shares the foundational ideas that shape his approach to building modern hospitality brands in this conversation with our guest experience correspondent, Danica Smith -- from applying critical thinking and experimentation to empowering frontline teams through an inverted-pyramid culture. Drawing on formative experiences and a decade leading operations at citizenM, he explains how assumptions are tested, how failure becomes learning, and why clarity of product and guest-centric design matter most when scaling. Bell also offers a first look at the evolution of Mollie’s as it expands from roadside motels into urban, design-led hotels and diners, revealing the principles he believes will define high-performing hospitality in the years ahead.

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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands