Matt Talks Hospitality: Real conversations for innovative hoteliers

What hotel SOPs can never teach, with Miru Schuurman of Amrâth Hotels

The best guest experiences don’t come from SOPs. Hotels invest in training programs, but the moments guests talk about long after checkout are rarely the ones anyone planned for. Miru Schuurman, Guest Performance & Product Quality Manager at Amrâth Hotels, shares how too much structure can create staff that sticks to scripts instead of reading rooms, and what that can cost you on OTA ratings.

Miru Schuurman is a Guest Performance & Product Quality Manager at Amrâth Hotels, a collection of hotels spread out across the Netherlands. Miru has spent her career deep in hotel operations, including more than a decade with NH Hotel Group, before moving into a role focused on guest experience, quality and training.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Profit vs property management with AAHOA’s Chairman Kamalesh (KP) Patel

Is it time we thought about the PMS as profit, not property management? Asian American Hotel Owners Association (AAHOA) represents nearly 20,000 hotel owners who operate 60% of all hotels in the US. Mews has recently become AAHOA’s official PMS. The association’s Chairman, Kamalesh (KP) Patel, joins Matt to talk about the partnership’s impact, along with why technology is now a profit decision, especially if you’re an independent hotelier.

Meet KP and Mews at AAHOACON

Kamalesh (KP) Patel is the 35th Chairman of the Asian American Hotel Owners Association (AAHOA), the largest hotel owners association in the world, representing nearly 20,000 members who collectively own over 60% of hotels across the United States. A second-generation hotelier, KP grew up in the business and today owns and operates hotels with his family in California. Alongside running properties, he has spent years working inside AAHOA, serving as ambassador, regional director and secretary before becoming its chairman.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

0:00 - AAHOA’s origin story

5:35 - Why Mews became AAHOA's official PMS

9:01 - Why PMS is now a profit management system

14:45 - On hotel franchise fees

19:40 - Building a tech ecosystem for independent hoteliers

23:28 - Why hoteliers still fear cloud

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Aparthotel playbook and mindful check-ins with Guido Lips of The July

What makes your guests return? And why do some stays become stories people keep telling instead of just rating? Guido Lips has the answers to this. He is the Co-founder and Head of Guest Experience and Culture at The July, a group of unique aparthotels that blend hotel service with the feeling of living in a neighborhood. Guido joins Matt to talk aparthotels, mindful check-ins and what it takes to make guests feel like they belong.

Guido Lips is the Co-founder and Head of Guest Experience and Culture at The July. He works with properties in London and Amsterdam, focusing on how spaces are run day-to-day and how guests and staff interact.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

0:00 - What guests really want today

2:36 - Aparthotels, long stays and pricing

7:25 - Building The July brand

9:08 - Culture always comes first

16:05 - Personality vs skills in hiring

20:57 - The mindful check-in

28:20 - What's next for The July

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Hotel rooms inside bridges: Suzanne Oxenaar on SWEETS’ bold idea

This hotel doesn’t have a lobby, but it also doesn’t need one. Scattered around Amsterdam's canals, 28 abandoned bridge keeper houses have been transformed into SWEETS hotel, a collection of standalone suites. Suzanne Oxenaar, SWEETS' Curator and Artistic Director, shares how the hotel came to life and how technology helps manage rooms when they’re spread across the entire city.

Suzanne Oxenaar is a Curator and Artistic Director at SWEETS and a co-founder behind several concept hotels in Amsterdam, including Lloyd Hotel & Cultural Embassy, LLove Hotel in Tokyo and Hotel The Exchange.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

0:00 – An unconventional hotelier

2:46 – The 1-to-5-star hotel concept

4:25 – Turning bridge houses into hotel rooms

9:39 – Running a hotel across the entire city

14:19 – When guests can’t find the hotel

19:03 – Hospitality and homelessness

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Being a landmark hotel with Robert-Jan Woltering of De L'Europe

De L’Europe Amsterdam recently became the first hotel in the Netherlands to earn a record three MICHELIN Keys. Open since 1896, De L’Europe Amsterdam carries a long history. What makes it stand out? And what comes with running the landmark everyone measures themselves against? De L’Europe’s Managing Director Robert-Jan Woltering talks heritage, luxury and the kind of hospitality that keeps a hotel at the top.

Robert-Jan has over 30 years of hospitality experience and has led hotels in Europe, the Middle East and Africa across several major luxury brands before returning to Amsterdam to take on De L’Europe.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

0:00 - What earned D L’Europe 3 MICHELIN Keys

3:26 - Leading a landmark hotel

7:24 - Great service starts with “why”

10:36 - Dutch directness and hospitality

12:45 - The golden future of hotels

19:56 - Small gestures that win guests for life

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

A decade of growing a hotel group with Inge Decuypere of C-Hotels

How do you grow from one hotel into a group and don’t become a rigid chain? Inge Decuypere, Owner of C-Hotels, breaks down the operational choices and technology decisions that enabled their growth from a single property to a multi-hotel group along the Belgian coast. Inge also shares how walking away from a global franchise meant gaining control over their own operations, without sacrificing the occupancy they'd built.

Inge Decuypere is the Owner of C-Hotels, a Belgian hotel group, which she has scaled significantly over the past decade. With expertise in hospitality operations, revenue management, and technology integration, Inge has successfully navigated the transition from independent properties to a distinctive multi-hotel brand while maintaining quality and culture at every location.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

0:00 - Introducing C-Hotels

2:58 - Growing from one hotel to a group

6:10 - Taking a bet on Mews early on

9:30 - Walking away from a global brand

13:08 - Why a Revenue Management System is a must

17:00 - Scaling without losing soul

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Branding in hospitality with Mews Creative Director Vicky Irwin

Vicky Irwin has spent over six years shaping how Mews looks, sounds and feels as the company's Creative Director. In light of Mews launching a new identity, she joins Matt to talk about branding in hospitality. What is a brand when you strip away the logo? What makes hotels feel disconnected from their own identity? And when does a rebrand become necessary? Listen in.

Vicky Irwin is the Creative Director at Mews and has spent over six years shaping how the brand looks, sounds and feels. Prior to this, she studied at the University of the Arts London and has worked across several creative agencies.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

0:00 – What makes a brand?

4:17 – Brand stagnation and copycats

6:22 – What’s behind Mews branding

8:35 – Standing out at industry events
13:33 – Why designing by committee fails

26:01 – Hotel branding with a small budget

29:41 – Branding pitfalls and rebranding

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Profit vs purpose with The Social Hub CEO Charlie MacGregor

Can a hotel brand successfully scale while building social impact into its business model? The Social Hub, now certified as a B Corp, is built on the belief that a hotel can serve its city as much as its guests. The Social Hub’s Founder and CEO, Charlie MacGregor, shares what it takes to keep profit high and purpose alive as the company scales.

After three decades across real estate, hospitality, student living and coworking, Charlie MacGregor now leads more than a thousand people at The Social Hub.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

0:00 - Why the hotel sector needed disrupting

3:14 - How The Social Hub began

7:33 - The business model of three dials to occupancy

10:08 - Why The Social Hub rebranded

12:15 - Profit vs purpose in hospitality

18:09 - The pains of choosing hotel tech

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

How skipping housekeeping can plant a forest, with Floris Licht

Hotels have spent years trying to convince guests to skip daily cleaning through towel reuse signs, drink vouchers or loyalty points. Having run large city hotels, Floris Licht saw firsthand how none of those ever worked. He ended up founding Hotels for Trees, a non-profit that turns skipped room cleans into forests. One skipped clean –⁠ one tree planted, with over 800 thousand trees planted so far. Floris joins Matt to explain how Hotels for Trees fits into hotel operations, from door hangers to the digital guest journey with Mews.

Floris Licht is an experienced hotel GM who has run large city hotels and founded Hotels for Trees, helping hotels turn skipped room cleans into trees.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

0:00 – The concept of Hotels for Trees
3:04 – The benefits of skipping housekeeping
5:17 – How Hotels for Trees developed
7:59 – Hospitality and sustainability
11:36 – What the data says about guest behavior
14:59 – Hotels for Trees and Mews
18:32 – Future plans and market expansion

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

How hotels buy new tech, with Jordan Hollander of HTR

When hotel GMs receive hundreds of emails from software vendors claiming to be the best, judging new tech becomes difficult. That exact problem led to Hotel Tech Report, one of hospitality’s most-trusted review platforms. Its co-founder Jordan Hollander joins Matt to talk about what goes into hotel tech buying decisions. The episode lands as Mews wins Best PMS for the third year in a row and Best POS at the 2026 HotelTechAwards, run by Hotel Tech Report.

Jordan Hollander is the Co-founder of Hotel Tech Report, the industry's leading platform for ranking and reviewing hospitality technology solutions through verified customer reviews, partner input, and comprehensive evaluation criteria. With a decade of experience observing how hotels evaluate and purchase software, Jordan has become a trusted authority on identifying authentic product quality and market trends in the hotel technology sector.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

00:00 – How hotels buy tech
01:00 – Vendor noise and buying pressure
05:32 – The origin of Hotel Tech Report
08:34 – Trust and risk in choosing hotel tech
14:55 – What winning platforms get right
20:15 – Hotel reviews and AI
29:39 – What comes next for hotel tech

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Inside Bob W: Why Niko Karstikko treats hotels like software

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.

Niko Karstikko is the Co-founder and CEO of Bob W, a European hospitality tech company operating thousands of apartments across more than 19 cities. With a builder’s mindset shaped by scaling companies outside the traditional hospitality sector, Bob W has pioneered a hybrid hotel-apartment model that achieves 2.5x greater EBITDA profitability than comparable hotels.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

00:00 – 1/7 staff, 6/7 tech: The Bob W operating model
03:24 – Why Bob W is not an Airbnb and not a hotel
08:45 – Inside Bob W’s automated tech stack
12:10 – Why Bob W is 2.5x more profitable
14:09 – Making self-service feel human
17:49 – “The last check-in ever”
26:34 – Scaling without using the local touch

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Cocoons to capsules: Halima Aziz on Zedwell's city-centre hotel vision

Cocoons and capsules sit at the heart of Zedwell Hotels’ London city-centre vision, where rooms are designed around sleep, efficiency and the realities of urban life rather than tradition. In this episode, Matt speaks with Halima Aziz, Head of Hotels at Criterion Hospitality, which owns and operates Zedwell Hotels, about turning forgotten city spaces into some of London’s most profitable hotel real estate, all while removing TVs, kettles and even windows from the rooms.

Halima Aziz is Head of Hotels at Criterion Hospitality, with a background that spans real estate, operations, and large-scale development. Halima works with underutilised buildings that most people would call difficult and turns them into functioning, profitable hotels.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

00:00 – A city-centre hotel that breaks the rules
03:44 – Do guests really care about windows
07:41 – What hotels get wrong about room amenities
10:15 – Why daily housekeeping doesn’t make sense
15:35 – The OTA expectation gap
20:03 – Capsules versus hotels and hostels
31:12 – Early check-in, late check-out and paid convenience
38:08 – What’s next for Zedwell Hotels

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Sports, refugee clubhouses and a new idea of hospitality with Jan van Hövell

Survival requires food and water, but 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.

Jan van Hövell is the founder of KLABU, an organization that builds sports clubs to support refugee communities around the world. With a background in law and experience at the UNHCR, he is dedicated to creating long-term impact through sport.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

00:00 – Jan’s early experience working with refugees

08:02 – Life in a refugee camp

11:24 – Leaving corporate law for hospitality

15:00 – The inspiration behind KLABU

17:37 – How sport impacts refugees

19:50 – Building the first clubhouse

30:56 – How the Mews-KLABU partnership plays out

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

AI and other key trends changing hospitality in 2026 with Wouter Geerts

What can the hospitality industry expect in 2026? Especially given the rapid development of AI and the fact that a third of travelers already use LLMs to search and get travel inspiration. Wouter Geerts, Director of Market Research at Mews, joins Matt to break down the 2026 Hospitality Industry Outlook report, shaped by conversations with 18 industry experts, including hoteliers, tech vendors, consultants and investors. You’ll hear about the changing AI use cases in hotels, new guest behavior patterns and what determines which hotels get surfaced and booked in 2026.

Download 2026 Hospitality Industry Outlook

Wouter Geerts is the Director of Market Research at Mews, where he leads comprehensive industry research initiatives, including the 2026 Hospitality Industry Outlook Report. With expertise in hospitality technology trends and data-driven insights, Wouter brings a rigorous, objective approach to understanding the future of hotel operations.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

00:00 – About the 2026 Hospitality Industry Outlook report

04:50 – The AI inflection point for hotels

06:45 – Agentic AI and guest booking behaviors

15:10 – How to beat OTAs in 2026

17:12 – Turning unused spaces into revenue

19:19 – Why AI won’t fix your data silos

22:37 – Semantic layer explained

32:16 – Is 2026 really the year of change?

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

The future of work and hospitality with Rogier Braakman

From the archives*

Rogier Braakman from Net OS and Mr. Green Offices joins Matt to talk occupancy, why offices have tolerated emptiness for decades, and what happens when you apply hotel logic to desks, pricing and space. Along the way, Rogier dives into what technology should handle, where people still matter, why hotel room desks are often a mistake, and how underused meeting rooms could become a serious revenue stream if hoteliers rethink how work actually happens today.

*Note that this episode was originally released in March 2025.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

0:00 - Introduction to the future of work

2:52 - Occupancy in hotels

4:11 - The damage of legacy in hospitality

16:17 - Humans and remote work

20:03 - Innovative office solutions

22:02 - Dynamic pricing strategies for office space

24:44 - Rethinking hotel room functionality

42:47 - Implementing co-working in hotels

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Unlocking hotel revenue potential with Alexander Edström from Atomize

From the archives*

Matt sits down with Alexander Edström, founder of Atomize RMS, a Mews Company, to dive into the world of revenue optimization. They explore how revenue management software can help hotels of all sizes, the state of RMS adoption in hospitality and the undeniable revenue uplift these systems provide.

*Note that this episode was originally released in February 2025.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue'

0:00 - Introduction to Atomize RMS

5:13 - Revenue systems for different hotel sizes

8:39 - Current RMS adoption in hotels

12:57 - Expected revenue uplift from implementing RMS

20:17 - Real-time pricing strategies

27:12 - Dynamic guest profiling and pricing

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

End-of-year special on everything hotels and hospitality with Mews founder Richard Valtr

For this end-of-year special, Matt is joined by Mews founder Richard Valtr. Except this time around, they both ask each other questions. What was the first app they opened this morning? What advice have they ignored? What decision looked smart at the time but almost broke the company? From there, they talk about the drivers behind great hotels, the core of hospitality and the 13 years of working together to shape Mews into what it is today.

With a background in hotel development, Richard launched Mews in 2012 after managing his family’s hotel and experiencing first-hand the limitations of legacy PMS systems.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

05:40 – Is having a role model really that important?

10:41 – What drives Richard’s passion for hospitality?

20:23 – A culture of transparency

23:29 – Underestimating the American market

27:01 – To build or not to build a PMS?

30:19 – Matt’s favourite Mews customer story

38:58 – Mews in 2026 and beyond

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Seasonality and revenue in a hotel carved from ice, with Maria Mänty

How do you build a revenue strategy for a hotel that melts away every spring? When the temperatures fall in Finland, Maria Mänty, Sales Director at Snowhotel Family, and her team shape memorable stays out of snow, freezing nights and the glow of the Northern Lights. They build extraordinary ice rooms, set up ice sculpture workshops and even snow saunas. Maria joins Matt to talk about what it takes to keep their Arctic SnowHotel & Glass Igloos thriving when what you sell only exists for a few months of the year.

With a background in theatre and tourism, Maria Mänty now leads sales and revenue strategy for Arctic SnowHotel & Glass Igloos in Lapland.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

0:00 – Life and work in Santa’s Village

03:24 – Finding purpose through theatre and tourism

05:31 – How to know it’s going to be a good season

07:25 – Carving hotel rooms from ice

11:49 – The tech turnaround with Mews

17:30 – How do snow saunas even work?

20:10 – Building stellar guest experiences

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

When hospitality becomes a lifeline: Armen Melkonian’s story

Armen Melkonian was forced to flee war-torn Syria and then Lebanon, until he rebuilt his life from scratch in the Netherlands through UNHCR’s resettlement programme. He opens up about finding safety as a member of the LGBTIQ+ community, the challenges of acclimatizing to a foreign culture and how his experiences shaped a deeply personal approach to service. To Armen, hospitality starts with something small –⁠ a greeting, a moment of acknowledgment, the thing that tells someone they’re no longer invisible.

Armen Melkonian fled Syria as an LGBTIQ+ refugee and rebuilt his life in the Netherlands. He now works at Hotelschool The Hague and advocates for inclusion with UNHCR.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

00:00 - The meaning of hospitality

03:05 - Hospitality across cultures and borders

05:55 - When hospitality meets survival

07:57 - Leaving Syria, Lebanon, and reaching UNHCR

12:38 - Rebuilding a life in the Netherlands

20:23 - Hospitality as recognition and safety

24:47 - On advocacy and creating a sense of belonging

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

How a five-star London hotel turns pet-friendly luxury into revenue, with Dean Culpan

A five-star hotel and a Michelin-starred restaurant that welcome dogs? There’s a big difference between a hotel that embraces pets and one that simply tolerates them. Dean Culpan, General Manager of South Place Hotel in London, has built a dog-friendly approach that even drives more revenue: fuller weekends, higher on-property spend and loyal guests who return because their pets are treated well. He joins Matt to talk about rising demand for pet-friendly stays and how his team delivers a luxury experience for both guests and their fluffy companions.

Dean Culpan is the General Manager of South Place Hotel, a boutique, five-star property in London complete with a Michelin-starred restaurant. With over 20 years of hospitality experience, Dean has pioneered a strategic approach to luxury hospitality by positioning dog-friendly amenities as a revenue-driving business strategy.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

0:00 – Dean’s background and love for pets

02:21 – Luxury at South Place Hotel

04:35 – Solving weekend occupancy with a dog-friendly strategy

06:11 – Personalised dog amenities and menus

10:35 – Operations, cleaning and pet-ready rooms

15:36 – Dogs in the Michelin-star restaurant

20:06 – The rising demand for pet-friendly hospitality

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Walkie-talkies, AI and the remaking of housekeeping with Luka Berger

When Luka Berger landed a summer job as a housekeeper at Yellowstone National Park, he didn’t expect it to inspire his whole career trajectory. But seeing staff juggle walkie-talkies and race between rooms to remain on top of housekeeping tasks ultimately sparked the idea behind Flexkeeping. In this episode, Luka shares how Flexkeeping, now part of Mews, uses AI to automate time-consuming housekeeping tasks and break down language barriers.

Luka Berger is the Founder and CEO of Flexkeeping, a housekeeping management software company recently acquired by Mews. With a background that began with cleaning rooms, Berger combines operational expertise with entrepreneurial vision to address critical pain points in hotel housekeeping management. His work has transformed how hotels manage staff, automate personalised guest services, and optimise operational workflows across properties ranging from small independent hotels to large chain operations globally.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

0:00 – How one summer job inspired Flexkeeping

05:59 – Flexkeeping's first version was built on e-paper

09:10 – Pen and paper vs smartphones in housekeeping

12:25 – Breaking language barriers in housekeeping with AI

15:20 – Why housekeeping is so stubborn to innovate

19:50 – Flexkeeping can tell which room to clean next

23:16 – How Strawberry improved their ops with Flexkeeping

26:52 – Flexkeeping + Mews, why it works

34:23 – What’s next for housekeeping tech

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

What's next for AI in hospitality and why Mews is investing

AI in hospitality so far meant chatbots and big promises, while hotel teams still worked using manual checklists and post-it notes. Matt talks about the rise of AI agents and how the next wave will move fast for hotels built on the right tech stack. He explains why Mews acquired DataChat and how its technology brings a new kind of intelligence into hotel operations, one that listens, learns and acts.

For more on the topic, download Agentic AI for Hotels guide: Agentic AI for Hotels | Mews

Matt Welle is CEO of Mews. He began his career in hospitality operations, joined Mews in its early days, and has led the company to scale globally. With a background grounded in hotel service and tech, Matt believes low-value work belongs in systems, not people, and focuses on building software that supports hotels and the teams who make them run.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

0:00 – Current state of AI in hospitality

01:30 – Why manual hotel checklists need to go

04:53 – How Mews came to be

09:30 – The evolution of AI in hospitality

12:05 – Generative AI vs. Agentic AI

15:57 – Why Mews acquired DataChat

18:12 – Top 3 hotel AI agents: Revenue, operations, guests

25:54 – Building the Mews ecosystem

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

The push and pull of automating hotel operations

When Maurits Bots stepped into the Hotel ICT Specialist role at WestCord Hotels, some properties still ran on legacy systems. Others used Mews like the old PMS. He didn’t set out to replace tools, but rather to rebuild how the work gets done. “The fact that somebody has to check every reservation – that time has passed”, Maurits says, as he joins Matt to talk about what it takes to automate the everyday without slowing anyone down.

Maurits Bots is a Hotel ICT Specialist at WestCord Hotels, a portfolio of 15 independent boutique hotels across the Netherlands. With a background spanning front-of-house operations, food and beverage management, and hotel openings, Bots brings a unique operational perspective to technology strategy. He is recognized for spearheading digital transformation initiatives, including the implementation of cloud-based PMS systems, AI-powered chatbots, and automation workflows that enhance both guest and employee experiences.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

0:00 – Maurits Bots’ hospitality journey

04:50 – The homework before getting new tech

07:45 – Making Mews work like it’s meant to

12:10 – Standardizing automation across hotels

17:00 – What gets automated and what stays manual

22:35 – Automating task flows

26:45 – The role of AI in hotel operations

31:10 – What the future of hotel automation looks like

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Why hotels struggle to hire and keep their staff

Staff turnover in hotels is up to 70-80%, as Matthew Parker, Senior Manager of Talent Acquisition at Mews, points out. Between that and outdated recruitment and retention methods, many hotels are stuck in a loop of constant rehiring. Matthew joins Matt to discuss what it takes to attract and hire the best people in hospitality. They talk about the most effective recruitment channels, using AI in hiring and focusing on trial shifts over case studies.

Matthew Parker is a global recruiting leader with over a decade of experience helping companies scale through smarter hiring. As Senior Manager Talent Acquisition at Mews, he leads GTM and Fintech recruiting, driving hundreds of hires each year. Known for building high-performing teams and data-driven hiring strategies, Matthew is passionate about connecting the right people to the right opportunities at speed and scale.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

0:00 – Why hiring in hospitality is tough right now

03:06 – Turnover and the cost of replacing staff

07:46 – Why hiring needs to be a business goal

10:24 – Pay transparency and retention

12:57 – Where to find candidates beyond job boards

20:16 – When AI helps and when it hurts

25:42 – Trial shifts vs. case studies to assess skills

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

How AMANO Group hotels rebuilt their tech with Mirco Weber

When AMANO Group asked independent turnaround consultant Mirco Weber to review their hotel accounting processes, it didn’t take long to see the problem ran deeper. He found that the entire tech stack needed rebuilding, including the PMS. That shift triggered both a systems and a concept change, as AMANO rolled out Mews and rethought how guests are welcomed, including removing the reception desk at some of their hotels. Matt sits down with Mirco to hear how they pulled it off.

Consultant with roots in the manufacturing industry, Mirco recently led a complete tech overhaul and Mews PMS rollout across AMANO Group hotels. His expertise in process optimization and technology integration has been instrumental in preparing AMANO Hotels for their ambitious expansion plans to double their room capacity in 2026-2027.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

0:00 – A consultant steps into a hotel group

01:29 – What hid behind accounting

02:38 – How disconnected systems slow hotels down

03:30 – Building a new hotel tech stack from the ground up

08:01 – Rolling out Mews across all properties

11:15 – Overcoming internal resistance

16:30 - How to find the right hotel tech

20:15 – Does a hotel need a reception desk?

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

One year older, 50 episodes later: Matt Talks Hospitality is celebrating

We’re celebrating. Matt Talks Hospitality turns one and hands over the mic to Ella McCann-Tomlin, VP of ESG at Mews. On this 50th episode special, Matt is the guest. He shares how the podcast began as a creative spark during a rough patch, how it turned into a weekly ritual, and what he learned from fifty weeks of honest conversations with hoteliers and industry leaders. Along the way, Ella gets Matt’s podcasting tips and tricks as she gears up to launch her own show, The Future is Human.

Ella McCann-Tomlin is VP of Environment, Social, and Governance (ESG) at Mews. She’s a creative and determined leader known for driving meaningful cultural change within fast-growing organizations. She specializes in scaling high-growth companies from the ground up and brings a fresh, innovative approach to Diversity, Equity, and Inclusion initiatives that truly stick.

A firm believer that ethical, people-centric practices fuel innovation and long-term success, Ella has helped build environments where talent thrives and teams do their best, most fulfilling work.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

0:00 – Why Matt started the Matt Talks Hospitality podcast

01:29 – Finding creativity and balance through podcasting

03:47 – From solo talks to guest interviews

06:17 – The power of asking better questions

08:31 – Inspiring change in hospitality through conversation

11:06 – Favorite episodes and moments

15:51 – Lessons from guests

20:29 – Ella on The Future is Human

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Frogs, hotel AI agents and customer automation with Jason Noronha

No Wi-Fi, a cold shower and a power outage topped with a frog jumping in his face. That’s what greeted Jason Noronha in a budget guesthouse in Goa and inspired him to open his own hostel. Years later, frustrated by disconnected hotel systems, Jason created D3x, a platform powered by AI agents that route guest messages from any channel straight to the right hotel system. Today, Jason joins Matt to share how it all works.

Jason Noronha is the Co-founder and CEO of D3x, a pioneering AI technology company optimizing hospitality operations through intelligent workflow automation. With a unique journey from financial services consultant to backpacker hostel owner in India, Jason brings over a decade of hands-on hospitality experience combined with deep technical expertise. He previously built and scaled a successful PMS system serving 1,200 hostels before launching D3x, which specializes in converting natural language into API actions to streamline hotel operations.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

0:00 – How a hostel owner becomes a hotel tech founder

02:27 – The real problems behind hotel systems

03:51 – Building D3x and what it actually does

04:52 – Turning guest messages into actions

09:59 – Voice, upselling, and AI limits

13:25 – Making hotel tech systems work together

18:16 – Security, resistance to AI, and what’s next

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Why hostels hold the tech lessons hotels need to know

Hotels count rooms, hostels count beds. But as hotel commercial performance and technology consultant Diogo Vaz Ferreira explains, that doesn’t mean hostel revenue management is simpler. Quite the opposite. Where they do differ is their approach to tech. With younger tech-savvy guests expecting instant service, hostels are innovating rapidly and building lighter, faster, more connected tech stacks. Which might just offer a preview of where hospitality tech is heading.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

0:00 – Introduction to Diogo Vaz Ferreira
2:18 – The difference between hotel and hostel operations
5:31 – Hostel metrics: RevPUB and revenue per square meter
10:14 – Building the perfect tech stack for modern hostels
12:25 – Implementing AI for customer service excellence
17:38 – What hotels can learn from hostel operations
22:38 – Social media strategy and user-generated content
25:37 – What defines an effective tech stack
27:39 – Data integration and management in hospitality
29:38 – Final thoughts

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Mews Summer Release: New features for smooth hotel operations

Hospitality is at its best when everything just works. That’s the idea behind the very first Mews Summer Release, aptly named Smooth Operations. It's a bundle of new Mews features intended to make hotel operations (and stays) smoother. Think guest ID & selfie collection, wallet-based room keys, guest lifetime value insights and automatic payment routing, among others. Adam Britton, Product Director at Mews, joins Matt to talk it all through.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

0:00 – Introduction to Mews Summer Release
2:20 – Guest ID and selfie collection
6:06 – Apple Wallet room keys
10:41 – Personalizing guest experiences
12:10 – Customer lifetime value through a granular view
13:00 – AI tooltips
17:16 – Improving back-office ops
17:43 – Dynamic conditions for emails
20:25 – Billing automations

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

The art of unscripted hospitality with Dina Belon

What happens when you hire for personality? That’s how Staypineapple built a culture where staff aren’t afraid to be themselves at the front desk, where genuine interactions win over guests and where hospitality feels authentic, not scripted. The hotel group’s president Dina Belon explains how that same culture kept the staff resilient when Staypineapple overhauled most of its tech stack – PMS, POS, CRM, housekeeping and guest communication tools.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

0:00 – Introduction to Dina Belon
2:30 – What's at the core of Staypineapple Hotels
4:36 – Creating an inclusive culture
11:20 – How to build an authentic hotel brand
12:46 – Is trust scalable?
16:53 – The power of empathy
18:56 – How changing hotel tech affects staff
25:38 – How to best collect guest data
28:44 – Advice for women in hospitality

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Are your hotel guests loyal, or just collecting points? With Michael Coscetta

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?

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

0:00 – Introduction to Michael Coscetta
2:51 – What research says on loyalty programs
4:52 – What’s the point of hotel points?
9:42 – The challenges with loyalty programs
16:58 – How should hotel loyalty programs change?
21:59 – Why guest experience matters
24:44 – How to delight your guests
30:00 – Loyalty and travel behavior

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

How AI is already simplifying hotel operations with Charlie Delamare

Charlie Delamare knows hotel operations inside out. Before joining Mews, he was a hotelier himself, dealing with the same manual tasks every hospitality team faces. In this episode, Charlie and Matt discuss how AI tools like ChatGPT are already lightening the load for hotel teams. Think scheduling staff rotas without the spreadsheet pain, replying to reviews and guest emails in any language or staff onboarding that’s quick and interactive.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

0:00 – Introduction to Charlie Delamare
4:43 – Responding to guest reviews
10:06 – How AI can solve staff scheduling
17:36 – Staff onboarding using AI tools
19:52 – Is the concierge role still relevant?
26:10 – Creating an AI-first culture
27:56 – The future of AI in hotels

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

The front desk mess: How to cut hotel queues

It’s mid-afternoon and the reception line is growing. Guests are restless, and staff are heads down just trying to keep up. Sound familiar? In this episode, Matt uncovers why lines really build up—and how smart tech keeps arrivals and departures flowing without overloading the front desk.Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

0:00 Introduction
0:46 Identifying check-in spikes
4:21 How housekeeping influences queues
6:07 Ways to speed up check-out
8:15 Why SMS is better than emailing
10:26 How to soothe the pains of check-in
13:06 The role of kiosks
14:59 How payment automation cuts queues
17:33 Key takeaways

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Why this revenue manager tracks every square meter

Rebecca Lane knows every inch of Paradise Resort. Having first served breakfast, 15 years later, she’s now running revenue across the entire property. Rebecca’s seen the resort transform from outdated systems and long check-in lines to one of the best rated family resorts in Australia. In this episode, she tells Matt how better tech and a shift in focus helped the team stop chasing room revenue and look at the full picture, leading to more efficiency and revenue.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms #hotelrevenue

0:00 – Introduction
0:40 – Rebecca's journey at the resort
3:26 – QR codes as a sales booster in hotels
4:45 – TikTok for hotels. Does it work?
7:53 – Revenue per square meter as the new metric
12:12 – Upselling with AI
17:32 – How to get rid of queues at check-in
22:06 – Building a revenue culture

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

New PMS, same chaos? What hotels get wrong about changing tech

Claudia Meglin, Director of CMC Hospitality Software, has seen it all – botched migrations, bloated rate plans and hotels that swap systems without fixing what’s actually broken. In this episode, she joins Matt to unpack why so many PMS projects go off the rails, how to prepare your teams for go-live day and what smart hoteliers do before even touching their tech stack.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms

0:00 – Introduction
1:31 – Claudia Meglin's journey in hospitality
4:41 – Understanding hotel needs
5:26 – The problem with franchise hotels
9:52 – Real-life example: AMANO hotel
14:14 – Hotels don't need 150 rates
16:03 – What makes a PMS deployment successful
19:56 – The burden of legacy tech
26:28 – Survival guide for PMS migration

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

The case for human-led hospitality with Bashar Wali

Have we over-engineered the basics in hotels? Bashar Wali, Founder of Practice Hospitality and This Assembly, argues that true hospitality is human-led even as automation, AI and dynamic pricing become the norm. The tools may evolve, but the heart of great service stays the same. Bashar explains what hotels should protect as they modernize.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms

0:00 – Introduction
2:34 – What really drives successful hotels
4:57 – The concept of belonging in hospitality
6:55 – Taking care of hotel staff
11:03 – Why human connections still matter
17:05 – Bribery vs. loyalty in hospitality
22:02 – Tipping hotel staff
26:36 – Independent vs. branded hotels
33:41 – The analog nature of travel
39:43 – Dynamic pricing in hotels
41:05 – AI and ultra customization
43:43 – Is good night’s sleep still a thing?

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Top 4 AI chatbots on Mews Marketplace for hotels

AI chatbots are flooding the hotel tech space, but which of them actually deliver? In this episode, Matt puts the spotlight on the top 4 AI chatbots on Mews Marketplace and asks the founders to pitch their products. You'll hear from Evan Chen (Akia), Jeremy Atlan (Duve), Michiel de Vor (Runnr.ai) and Tiago Araújo (HiJiffy).

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms

0:00 - Introduction to AI chatbots in hospitality
1:32 - Building hotel guest journeys with Akia
6:07 - How Duve scales guest personalization
12:20 - Next level guest comms on WhatsApp with Runnr.ai
17:57 - Solving guest conflicts with HiJiffy
22:21 - Why hotels should keep experimenting

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

What hoteliers can learn from serving at Wimbledon

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.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms

0:00 - Why talk about Wimbledon
1:32 - The power of flawless service under pressure
4:38 - Anticipation is everything
7:06 - Tradition meets modern expectations
9:46 - The invisible team behind the stars
13:22 - Emotional highs and emotional lows
16:32 - Serving as an art form
20:09 - Closing notes

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

How to run your hotel with fewer staff

It’s a time when hotels are short on staff. Costs are up. Talent’s scarce. How do you keep things running without burning out your team – or affecting the guest experience? In this episode, Matt gets into the real talk: what actually works when you have to do more with less and which parts of the job are best handled by technology and AI.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms

0:00 - What we're seeing in the hotel job market
0:55 - Why hotels shouldn't hesitate to use AI
3:06 - How to drive front office efficiency
4:45 - A way to get rid of queueing at the reception
8:10 - How hotel job roles are changing
10:31 - About the shift in F&B operations
13:30 - On the benefit of integrated payments and terminals
15:21 - A better way to manage revenue
19:20 - What modern housekeeping looks like
22:15 - Why hotels no longer need minibars
23:27 - AI and guest communications
26:34 - Why less staff doesn't mean less service
29:28 - The importance of trying new technology

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Hotel pricing and revenue strategies shaped by data

Hotels love to talk data. But what does that look like in making pricing and revenue decisions? In this episode, Matt sits down with Henry Blackman, Director of Product GTM Strategy at Mews, to talk about data and testing as a fuel for smarter revenue strategies. They break down why it’s better to test and learn in the real world than to guess around a meeting table, why you don’t need perfect data to act and why knowing your guests is the foundation of good pricing and packaging.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms

0:00 - Introduction
2:03 - How hotels should approach their data
3:43 - How to test hotel data
5:01 - Revenue and upselling best practices
6:37 - Empathy as part of your revenue strategy
8:43 - Guests as the best source for data
11:15 - Training staff for customer engagement
12:57 - Shifting focus from rooms to experiences
18:55 - Steps to effective monetization strategy
21:30 - Why simple is always better
25:40 - Psychological tactics in revenue management
28:09 - The value of experimentation and testing

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Creating a home away from home for guests with Nicole Torbiörnsson from Ett Hem

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.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms

0:00 - Introduction to Ett Hem hotel
0:32 - The story behind Ett Hem
2:39 - What it takes to create a homey atmosphere at a hotel
3:10 - How to hire the best people
7:16 - About the focus on quality and local sourcing
9:39 - Best website practices
11:34 - Direct bookings vs. OTAs
12:22 - Best tech for best guest experience
13:49 - Tips for personalizing hotel experience
15:49 - The power of human touch in hospitality
17:35 - How to build lasting relationships with guests

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

How to keep a hotel platform stable and scalable with Ryan Tomlinson

Matt talks to Ryan Tomlinson, VP of Product and Engineering for Platform Enablement at Mews, about what it takes to keep a global hotel platform reliable and secure. He explains how the team utilizes cloud infrastructure, protects customer data and builds tools that help developers move fast – all so hotels can scale without disruption.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

The joy of PMS migration with Manisha Athukorala

Is there joy in PMS migration? There can be, when it's done right. In this episode, Matt talks to Manisha Athukorala, VP of Deployment and Customer Success at Mews, about the secrets behind what really makes switching to a new PMS successful. Hear how flexible training, smart use of AI and strong partnerships help hotels stay on track while everything behind the scenes changes.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

How a cyber attack reshaped this hotel’s security with Joshua Edwards

Joshua Edwards (Penta Hotels), a seasoned hotelier, shares how a major cyber attack, coinciding with the birth of his son became a turning point for his hotel’s cybersecurity. In response, they rebuilt their strategy around six core pillars: protect, prevent, detect, respond, recover, and review. The overhaul included a new IT team, staff training to spot phishing, and tools like two-factor authentication and password managers. Key takeaway: sharing lessons from past breaches can drive real progress across the industry.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #hotelsecurity

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Best hospitality investment strategies with Joe Pettigrew

In this episode Matt talks to leadership consultant Joe Pettigrew about investment strategies. They delve into various approaches to investing, sharing insights and experiences to guide viewers in making informed financial decisions. Hear their perspectives on navigating the investment landscape and what to be focusing on for 2025.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #hoteltech #RMS #guestexperience #luxurytravel #loyalty #hospitality

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

The magic of Atomize RMS with Ellen Hartelius

Matt and Ellen, Product Director at Atomize, dive into how Atomize RMS enables real-time, context-aware price optimization for hotels. Ellen shares her journey from product research to UX, emphasizing trust in automation and the evolving role of revenue managers. They explore the shift toward total revenue optimization, the power of guest data, and reflect on what defines exceptional, future-focused hospitality.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #rms

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Hotel jobs of the future with George Barker

The hospitality industry is undergoing a shift as technology and AI reshape traditional roles. Positions like night auditors and reservation agents are changing. This week Matt caught up with George Barker, Senior Director of Communications, to see what it takes to thrive in this new landscape.
The takeaway? The industry must rethink education and hiring, placing greater value on curiosity, adaptability, and human connection.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Top 10 Mews features in the last year

We’re diving into ten powerful features of Mews that every hotelier should know about. From Apple Wallet integration for smooth key access to smarter guest profile management, these tools aren’t just flashy, they’re genuinely game-changing.

Learn how AI tooltips and payment pre-auths can make check-in faster and easier, while dynamic pricing and automated workflows help boost revenue and cut out the busywork. Plus, we throw in two bonus features!

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem

0:01 Introduction to Mews Features
0:39 Feature 1: Apple Wallet
2:40 Feature 2: Match and Merge Profile
4:08 Feature 3: Tracking Guest Lifetime Value
5:08 Feature 4: AI Tooltips for Personalization
6:14 Feature 5: Streamlined Payment Processes
7:17 Feature 6: Enhanced Security with Passkeys
8:31 Feature 7: Early Check-In Options
10:22 Feature 8: Dynamic Pricing Strategies
11:57 Feature 9: Virtual Credit Card Automation
13:19 Feature 10: Activity Reporting Insights
14:45 Bonus Feature 1: Guest Selfie for Recognition
15:55 Bonus Feature 2: Revamped Accounting Ledgers

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

The history of Mews with Richard Valtr

Grab your popcorn and cozy chair for a special episode with Mews Founder, Richard Valtr. The two long-time friends and business partners chat about the original vision for Mews as a disruptor, how they earned early customer trust, and what it took to push through industry resistance. They discuss the importance of values, human connections and the future of Mews. And, if you've ever wondered about the history of the name, click that play button.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Best hotel website strategies with Michael Fitzsimmons

Matt sits down with Michael Fitzsimmons, VP of Growth at Mews.
They dive into why a hotel’s website is much more than just a place for booking, it's your digital front door, the first impression, the first experience and essentially the business card of the property.

They explore how a strong, well-designed online presence can make all the difference in converting casual browsers into loyal, paying guests, and why investing in your hotels digital storefront is no longer a nice to have, it's key for growth in competitive markets.

Check out the previous episode on website strategies and direct bookings - https://hubs.ly/Q03lNLfr0

#hoteltech #websitedesign #hotelwebsites #hotelmanagment #hospitality #hospitalitypodcast

0:00 - Introduction to Hotel Websites
0:51 - Michael Fitzsimmons' Background
1:52 - Personal Travel Booking Journey
3:05 - Importance of SEO in Hotel Discovery
4:23 - The Evolving Role of Hotel Websites
5:36 - Website Goals: Conversion vs. Information
9:11 - Hiring for Hotel Digital Strategy
11:36 - User-Friendly Website Platforms
12:56 - Impact of AI on SEO and Website Traffic
14:48 - Identifying Relevant Topics for Travelers
16:37 - Analyzing Engagement Metrics
18:09 - Balancing Aesthetics and Functionality
20:50 - The Role of Influencers in Hotel Marketing
21:47 - Aligning Brand and Guest Experience
23:19 - The Value of Chatbots in Customer Engagement
25:18 - Determining Advertising Budgets
27:57 - Exploring Cost-Free Growth Channels
28:51 - Leveraging Personal Platforms for Engagement
30:04 - Empathy in Content Creation
31:11 - Addressing Booking Abandonment
32:35 - Building Direct Relationships with Guests
34:54 - Utilizing CRM for Guest Retention
37:48 - Memorable Hotel Experiences

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

9 ways pop culture can inspire your hospitality

Matt dives into his love of pop culture—think Beyoncé and Taylor Swift—and how their approach to performance, feedback, and fan connection can inspire the hospitality world. He shares early hospitality stories, the value of emotional intelligence, and why creativity is key to building memorable, guest-first experiences.

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

Meet Matt Welle, CEO of Mews - https://www.linkedin.com/in/matthijswelle/

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Why multicurrency matters in hotel payments with Susanne Sandler

In this episode, Matt sits down with Susanne Sandler, GM of Fintech at Mews, to talk about brand-new feature Multicurrency. The pair discuss the challenges cross-border payments create for international guests – from unfamiliar currencies to hidden fees – and how Multicurrency enhances the guest experience and boosts hotel revenue in the process.

Want to meet the hosts - follow our main page: https://hubs.ly/Q0350wrf0

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

How to work with user disengagement

User Disengagement might not be the most exciting term, but it plays a crucial role in shaping guest experiences. Matt shares his insights on the topic with a comparison to TikTok.
It can mean the difference between seamless, personalized service and a journey filled with friction and frustration. In this episode, Matt explores how a cloud platform creates a more intuitive interface for staff, challenges the traditional approach of linking reservations to rooms, and explains why minimizing friction in the guest journey is essential. By the end, you’ll discover how we’re helping staff disengage from complex technology—ultimately enhancing the overall guest experience.
Learn more here: https://hubs.ly/Q034-Kzh0

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Macro trends and their impact to the travel industry with Wouter Geerts

In this conversation between Matt and Wouter Geerts, Director of Market Research at Mews, they talk about big-picture trends affecting the global economy. They discuss economic, political development and consumer sentiment and how this impacts and shifts travel demand.

Watch the video - https://www.mews.com/en/resources/matt-talks#ep25

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Driving total revenue per available guest

In this episode Matt dives into some fresh takes on hotel revenue and why the lifetime value of a guest really matters. He breaks down what actually drives performance, what motivates guests to spend more, and how hoteliers can tap into those opportunities. Plus, he shares how Mews helps make it all happen..

#mews #hospitality #hoteltech #hospitalitytech

More content here - https://hubs.ly/Q03hC3mG0

0:00 – Introduction: Shift to Guest Centric Profiles
2:13 – Focus on Revenue Metrics: RevPAG
2:51 – Traditional Metrics vs. Guest-Centric Metrics
4:07 – The Importance of Personalization
5:44 – Cost of Guest Acquisition vs. Retention
6:50 – Benefits of Personalized Loyalty Programs
7:46 – Utilizing Guest Data for Personalization
8:36 – Centralizing Revenue Reporting
10:19 – Shifting Focus from Standards to Personalization
12:01 – Evolving the Role of Revenue Managers
12:58 – Setting Goals for Revenue per Available Guest
13:56 – Running Tests for Continuous Improvement
14:35 – Fostering Ownership and Excitement in Teams
15:30 – The Future of Guest Experience Management
16:24 – Enhancing Guest Profiles with Data Merging
17:21 – Tracking Recurring Guests Effectively
18:15 – Integrating Loyalty Programs
18:56 – Utilizing QR Codes for Convenience
19:28 – Maximizing Underutilized Spaces
20:12 – Streamlining Early Check-In Options
20:56 – Integrating Restaurant Reservations
22:40 – Transforming Non-Revenue Spaces
24:06 – The Role of Revenue Managers and Commitment to Guest Experience

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Mews Product Roadmap 2025 with Josef [Pepa] Starýchfojtů

In this episode, Matt Welle is joined by Mews CTPO Pepa [Josef] Starýchfojtů to chat about the upcoming plans for Mews product line-up in 2025. It's a chance to learn more about our commitment to advancing and transforming both hospitality technology and the hospitality industry.

Mews is a cloud-native PMS trusted by more than 12,500 properties around the world. Helping hoteliers automate manual tasks, personalize guest experiences with AI, and increase a property's revenue - all from one intuitive platform.

Learn more about our product here: https://hubs.ly/Q03dR3gQ0

Discussion points

00:00 - Introduction
04:29 - Identifying pain points in hospitality
07:06 - Personal experiences in hospitality
10:53 - Innovations and future developments in hospitality
16:04 - Holistic approach to revenue management
18:14 - Understanding guest experience metrics
27:34 - Standardizing metrics across the hotel industry
29:37 - Integrating data for better revenue management
31:31 - The future of Atomize and Mews
33:44 - Challenges in revenue management processes
35:08 - Expanding beyond traditional revenue management
37:27 - Optimizing guest segmentation and offers
39:07 - Dynamic pricing opportunities in hospitality
44:28 - Acquisition of Quotelo and future plans for events in hospitality
51:05 - The rise of extended stay in hospitality
52:29 - Innovative uses of lobby spaces for revenue generation
54:51 - Improving accounting processes for hotels

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Building a high performing hotel tech stack with Timur Dikman

In this episode, Matt and Solutions Architect Lead Timur Dikmam from Mews, explore the core of a thriving hotel ecosystem—the Property Management System (PMS). From seamless distribution and accounting to automated pricing (with half of hotels still not taking advantage!), the right tech stack enhances operations, revenue, and guest satisfaction. Whether you're an independent hotel or a global brand, aligning technology with your brand promise is essential. Tune in to learn how smart integrations can elevate your hotel's efficiency and profitability!

Episodes drop here first: https://hubs.ly/Q0350wrf0
You can also follow us on YouTube: https://youtu.be/X8BDuQwn7WE

#hotels #hoteltech #hoteltechstack #ecosystem #RMS #PMS #hospitalitypodcast

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Hiring, retaining and motivating hotel staff with Naomi Trickey

Matt sits down with Mews Chief People Officer, Naomi Trickey, for a deep dive into employer branding, staffing, and growth. They discuss the power of engaging work, dynamic career paths, and upskilling, all while highlighting the importance of hiring the right people for your business. Learn how Naomi builds high-performing teams, uses creative strategies to attract top talent, and ensures every new hire starts with a lasting, positive impression.

More here: https://hubs.ly/Q0350wrf0

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

5 strategies for hotel revenue growth

In this episode of Matt Talks, we take a deep dive into five powerful strategies that hoteliers can use to drive revenue growth and maximize profitability. Whether you're a boutique hotel, a large chain, or somewhere in between, this episode is packed with insights to help you grow your revenue in a competitive hospitality landscape. Tune in to discover how small changes can lead to significant gains!

Learn more about the podcast here: https://hubs.ly/Q0350wrf0

#hoteltech #hospitalitypodcast #mews #hotelmanagementsystem #pms

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

The power of AI in hospitality with Conor Winders

In this episode, Matt chats with Conor Winders, VP of Product & Engineering at Mews, on AI's impact in hospitality. They discuss cutting-edge travel tech, AI adoption, and the future of invisible hospitality.

Curious about AI opportunities and where to start? Conor shares expert insights and advice—don’t miss it!

Episodes drop here first - https://hubs.ly/Q0350wrf0
Further reading - https://www.mews.com/en/blog/how-ai-is-shaping-hospitality

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

The art of upselling in hospitality

Upselling is a game-changer for boosting hotel revenue, but let’s be honest, it can feel awkward for both staff and guests. This week, Matt reveals how to turn upselling into a seamless, high-converting opportunity. From the best moments to upsell to leveraging technology for higher success rates, making it feel natural (even personalized!), and empowering teams with the right training, he’s covering it all. Don't leave money on the table, tune in and start maximizing every guest interaction!

Video version - https://hubs.ly/Q0350wrf0

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Hotel payments are no longer the same

Matt reveals how embedded payments are transforming the guest experience—and your bottom line. He’ll challenge the way you think about pre-authorizations, show you why direct bookings are more valuable than ever, and share how to finally put an end to those frustrating chargebacks. Don't miss this game-changing lesson!

Check out our main hub and video content here: https://hubs.ly/Q0350wrf0

#payments #hospitality

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

The real cost of outdated hotel room door locks with Adam Britton

In this episode, we’re unlocking one of the biggest challenges in hotel operations—literally! Our in-house door lock guru is here to crack open the world of hotel locks, where outdated hardware can stick around for decades, limiting opportunities for innovation. We’ll delve into the challenges and explore ways to modernize your tech and hardware stack to create a smoother, smarter guest experience.

If you prefer video - https://hubs.ly/Q0350wrf0

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Why hotel guests really stay loyal

Guest loyalty isn’t just about stacking up points and perks—it’s about crafting unforgettable moments that keep guests coming back for more (and telling their friends!). It’s one of Matt’s favorite topics, and he’s sharing some top tips and key takeaways that any property—yes, including independent hotels—can use to turn happy guests into lifelong fans. 🚀💙

Catch the video version here - https://hubs.ly/Q0350wrf0

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Hospitality's big bets for 2025 and beyond

In this session of Matt Talks, we’ll explore four pivotal global trends that are set to influence the hospitality sector in 2025: the rise of AI adoption, evolving productivity strategies, growing reliance on OTAs, and the expansion of diversified revenue streams. Our goal is to provide you with valuable insights to help you plan for a successful and prosperous year ahead.

More episodes here: https://hubs.ly/Q0350wrf0

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

How data drives hotel performance

Matt’s passion for data is a constant at Mews, and today, we’re excited to share it with a broader audience. Data is a powerful tool—not only for advancing our business but for driving yours forward as well. Matt explores how hotels can leverage data, from existing insights to innovative ideas for the future. He also highlights key examples and tech partners that can empower hoteliers to make smarter decisions, streamline operations, and boost revenue.

More insights here: https://hubs.ly/Q0350wrf0

#propertymanagementsystem #automaton #hospitalitytech #hotels #hospitalitytechnology #hospitality #hospitalitypodcast

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

The secrets to a successful hotel kiosk

A kiosk can offer a simple low-cost solution to eliminate check-in queues, improve efficiency – even with reduced staff, and unlock extra revenue for a hotel. Hear from Matt who offers some advice on the secrets to kiosk success.
To watch the video version - https://www.mews.com/en/resources/matt-talks#ep3

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

Designing the perfect digital guest journey

In this episode of Matt Talks, we explore the evolution of the digital guest journey and how it has reshaped the hospitality industry. Matt takes us back to where it all started for Mews, sharing insights into the company’s vision for creating a seamless, tech-driven experience for both guests and hoteliers.

He breaks down the four key segments of hospitality—the low-cost segment, which prioritizes affordability and efficiency; efficient brands, where streamlined operations meet scalability; personalized experiences, catering to guests who expect tailored service; and frictionless experiences, where technology removes barriers to create a smooth, hassle-free stay.

Whether you’re a hotelier looking to enhance your guest journey or simply interested in the future of hospitality tech, this episode is packed with valuable insights on digital transformation.

#digitalguest #hospitality #hospitalitytech #guestjourney

For the version with video - https://hubs.ly/Q0350wrf0

Matt Talks Hospitality is handcrafted by our friends over at: fame.so

How to make your website a direct booking magnet

Direct bookings and hotels
Your website isn’t just a place for guests to learn about your property—it’s also a direct booking powerhouse. But how do you build a site that truly works? And more importantly, how do you do it well? Matt shares his top tips—along with a few hard-earned lessons from his own experience.

Matt Talks Hospitality is handcrafted by our friends over at: fame.so