Why Most Hospitality Tech Isn't Delivering, and What I've Found Actually Works - Matthew Bell, Mollie's

In this conversation, our guest experience correspondent, Danica Smith, interviews Matthew Bell, Managing Director at Mollie's, and former Chief Hotel Operations Officer at citizenM, about why so many digital initiatives continue to underperform. Matt explains how misaligned goals, over-engineered projects, and a lack of clear value metrics often hold hotels back, and why a more incremental, guest-led approach delivers better results. He also shares why personal devices, identity, and authentication will shape the next wave of guest experience innovation. Hospitality leaders will come away with a clearer framework for evaluating their tech stack and focusing on what actually delivers results. A few more resources:If you're new to Hospitality Daily, start here. You can send me a message here with questions, comments, or guest suggestionsIf you want to get my summary and actionable insights from each episode delivered to your inbox each day, subscribe here for free.Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.If you want to advertise on Hospitality Daily, here are the ways we can work together.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