Massimo Montone - Why Hospitality Still Needs to Feel Human

In this episode of Captive Conversations, Adam Forman sits down with Massimo from Restaurant Keys to explore what it really takes to build, grow, and scale hospitality brands without losing their soul.Massimo shares his experience working with operators across the UK and internationally, from opening restaurants from scratch to helping brands expand nationally and abroad. The conversation covers relevance in marketing, the importance of listening to teams on the floor, and why hospitality remains a deeply human business.They also discuss how technology, design, and operational flow should support people rather than replace them, and why comfort, familiarity, and emotional engagement are becoming more important for guests.#hospitality #restaurantindustry #guestexperience #peopleandculture #hospitalityleaders #captiveconversations