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

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Chapters

00:00 – Intro

01:55 – Early years: Nurture, Debate, Curiosity

03:13 – Critical Thinking in Hospitality

04:06 – Experiments, Failure, Learning

05:12 – citizenM Lessons

05:54 – Customer Is King

06:47 – The Inverted Pyramid

08:16 – What is Mollie’s?

09:56 – Roadside Roots to Urban Hospitality

11:10 – Opening in Manchester

14:02 – Evolving Rooms & Diner Experience

16:34 – Scaling Growth & AI

20:13 – Cracking the Diner Model

25:13 – Hospitality as Connection