Hospitality podcast

Standing out from the competition can be hard. Matt talks about how to identify what makes your brand unique, what that means for the experience you give guests and how you can design that journey with some of the tech tools available today.

Not only is a website a chance for guests to learn about you, but it offers guests a way to book directly with you. How do you do build a site and how do you do it well? Matt has some tips – and some lessons he learned the hard way.

A hotel kiosk can offer a simple low-cost solution to eliminate check-in queues, improve efficiency – even with reduced staff, and unlock extra revenue. But it takes a bit of know-how to drive adoption and get the most value from them. Matt offers some advice on the secrets to kiosk success.

In this episode, Matt breaks down how embedded payments are transforming the hotel payment flow. He digs into why pre-authorizations matter, how they support direct bookings and shares tips to cut down on chargebacks.

Have you ever stopped to think what's really behind staffing challenges and how small changes, including leveraging technology, can lead to happier staff and greater retention? Lucky for you, Matt thinks about it a lot and has some great advice in this episode.

We could talk all day about the value of direct bookings and a seamless booking engine. But what’s more useful are Matt’s practical tips to help your guests book direct, increase ancillary revenue, and build excitement before they arrive.

In this episode, we’ve invited our in-house expert on door locks – one of the most challenging aspects of hotel operations. Matt and Mews Product Director Adam Britton dig into old hotel room door locks, why they hold hoteliers back and how they can fix it with innovative tech.

Matt’s passion for data is a constant at Mews, and today, we’re excited to share it with a broader audience. Hotels can easily turn data into better decisions, smoother operations, and more revenue. Matt gives real examples and tips on the best tech.

We recently commissioned analyst group IDC to research and write a paper on the business value of Mews and Mews Payments, including the impact of our platform on efficiency and revenue. In this episode, Matt shares the findings and dives into how automation can affect daily tasks and business operations.

Guest loyalty is more than points and rewards. It's about creating remarkable experiences and emotional connections with guests, leading to genuine loyalty. It also happens to be one of Matt's favorite topics, and he offers some key takeaways that any property, including independent hotels, can implement.

It may not be the sexiest term, but user disengagement could be the difference between delivering exceptional guest experiences and guest journeys that are full of friction and frustration. In this episode, Matt goes deep on how a cloud platform delivers a more considered interface for staff, why attaching a reservation to a room is an outdated way of thinking and why you can't afford to ignore friction in the guest journey.

What can hospitality learn from superstars like Beyoncé or Taylor Swift? In this episode, Matt uses his love of pop culture to tell you about 9 ways the entertainment industry can inspire hospitality to build better guest experiences.

Ett Hem, a beautiful hotel in Sweden, is one of Matt's favorites and for good reason. Ever stayed at a hotel that feels like home? Creating a homey feeling for guests is top priority for Ett Hem. Matt talks to Nicole Torbiörnsson, Director of Sales and Reservations at the hotel, who shares what their staff does to turn every stay into something personal and memorable.

Matt doesn’t usually talk sports, but Wimbledon made him break his own rule. In this episode, he looks at how the tournament’s mix of tradition, innovation and excellence mirrors serving in hospitality. Anticipating needs before they appear. Turning every detail into a moment guests remember. Building dedicated teams and performing under pressure. Hotels and tennis might look different, yet they share a lot of the same values. Tune in.

It’s Friday at 3pm, the lobby hums and the line at the reception snakes past the elevators. Guests tap their feet. Staff keep their heads down. Familiar pain? In this episode, Matt explores the real reason hotel queues build up and how technology can keep arrivals and departures flowing without piling pressure on the front desk.

Michael Coscetta, President of Mews, knows how to build and scale global business teams in high-growth industries. He also spends about half of every year staying in hotels, which makes him an expert on loyalty programs from the guest perspective. In this episode, Michael joins Matt to talk points: are they still relevant, and do they have anything to do with loyalty?

Survival requires food and water, but the spirit craves community. By building sports clubs inside refugee camps, KLABU creates places where people can gather, play and regain a sense of normal life amid displacement. KLABU’s Founder Jan van Hövell explains how these clubhouses are set up in crisis zones, why sports help build communities and how KLABU and Mews are collaborating to support indigenous Venezuelan refugees in Boa Vista, Brazil.

Can a hotel run with one seventh of staff and still outperform its peers? Bob W is built for the modern traveler who wants the best of both worlds: the consistency and reliability of a hotel, with the space, utility and local feel of a short-stay apartment. But what truly sets Bob W apart is its software-first mindset. Niko Karstikko, Co-founder and CEO of Bob W, joins Matt to explain how Bob W blends apartments, hotels and automation into a new hospitality category.