In this second 'long-format' HNtv INSIDERS conversation, Michael Cohen of GAIN welcomes Matt Welle of Mews to explore the central challenge facing today's outdated, fragmented technology stacks that hamper both operational efficiency and guest satisfaction. They discuss how "hotels are hard" due to the complexity of workflows and the reluctance to abandon legacy systems, yet highlight how cloud adoption and AI-driven tools can help hotels leapfrog old barriers. Drawing on personal examples and industry anecdotes, they emphasize the need to focus on business outcomes over feature checklists, encourage innovation councils that unite staff across departments, and champion an "embrace, don"t fear" approach to cutting-edge solutions such as facial recognition and large language models. Above all, they urge hoteliers to lean into the momentum of modern platforms-shifting mindsets, adopting a more agile SaaS mentality, and empowering their teams to deliver richer guest experiences.

Timestamps:

00:00:30 —
– Introductions & Purpose
00:01:00 —
– Biggest Challenge: Outdated Tech Stacks
00:02:30 —
– "Hotels Are Hard": Complexity & Inertia
00:04:00 —
– Cloud vs. Legacy Systems
00:07:00 —
– Focusing on Outcomes (Not Just Features)
00:10:30 —
– "Scar Tissue" from Past Tech Deployments
00:14:00 —
– Emerging Regions & Leapfrogging Technology
00:18:00 —
– Embracing AI: Where to Start
00:22:00 —
– Personalization vs. "Creepiness"
00:26:00 —
– Balancing Technology & Human Touch
00:31:00 —
– AI Agents & Automation for Operations
00:36:30 —
– Privacy Concerns & Next-Wave Tech
00:40:00 —
– Overcoming Lagging Adoption in Hospitality
00:45:00 —
– AI Councils & Engaging Younger Staff
00:50:00 —
– Final Thoughts & Wrap-Up