Welcome back to our “Tech on Toast Meets…” series!
This time, we found ourselves in the lively city of Bristol, ready to explore one of the coolest spots in town—Mollie’s. This motel and diner concept, straight out of the Soho House playbook, has been making waves with its unique mix of retro American diner vibes and cutting-edge tech. We had the pleasure of chatting with Trudi Par, Head of People, and Adam Howard, General Manager, about how Mollie’s is shaking things up in the hospitality scene.
Spoiler alert: It’s not just about the tech—there’s so much more going on here!
A Quick Trip Down Mollie’s Lane
Mollie’s opened its doors in 2019, bringing a fresh blend of nostalgic charm and modern convenience to the UK’s hospitality landscape. With its signature neon signs and classic diner aesthetic, Mollie’s is more than just a place to crash; it’s a destination. With locations in Bristol and Oxfordshire, and plans to open a new site in Manchester’s iconic former Granada TV studios, Mollie’s is on a roll—and it’s not stopping anytime soon.
But Mollie’s isn’t just a hit with guests; it’s also building a strong, inclusive brand for its team. We caught up with Trudi, Adam, and the crew to talk about how they’re scaling up while keeping the vibe fun, fresh, and—above all—innovative.
Tech Troubles? Not for Long!
Every new venture comes with its fair share of hiccups, and Mollie’s was no different. When they first launched, they quickly realised that their inherited tech systems weren’t exactly motel-friendly, and Wi-Fi issues were a recurring headache. But the team at Mollie’s didn’t sit around—they got proactive. By switching broadband suppliers and reconfiguring the Wi-Fi, they ensured everything from streaming Netflix to mobile check-ins ran smoothly, making tech troubles a thing of the past.
Scaling with Style: Mollie’s Tech Stack
Mollie’s success isn’t just about their killer aesthetic—though the retro look is definitely a hit. Their secret sauce? A scalable tech stack that’s as smooth as their milkshakes. Here’s how they’re making it work:
Cloud-Based PMS and POS Systems
Mollie’s uses Apaleo for Property Management and Tevalis for Point of Sale. These cloud-based systems keep things running like clockwork, from reservations to payments, ensuring that guests get quick, seamless service every time backed up by the seamless at table ordering provided by Me&u.
Mobile Check-In and Keyless Entry
Standing in line is so last century. With SALTO Systems, guests can check in via their smartphones and use digital keys to access their rooms. It’s fast, it’s convenient, and it’s exactly what today’s tech-savvy guests are looking for. And its matching consumer behaviour with 18% of guests utilising digital room keys over physical & 12% of guest utilising the digital check in. This has increased 5% YoY and is clearly servicing a need for the Mollies guests.
Guest Engagement Platform
Mollie’s leverages HotelAppz to dive deep into guest preferences. This platform helps them personalise experiences and send out tailored promotions that keep customers coming back for more. Mollies have partnered with Alliant’s to create a guest communication platform that works across multiple platforms, text, what’s app, email or in app. This aggregates all guest data from multiple platforms to create ‘one source of truth’ for all of our guests to enable us to tailor our experiences to their needs and preferences.
The app is proving popular too, Mollies have grown to over 11,000 users on the Mollie’s app this year alone,the app users are using the app to find information,book dinner and reserve rooms, followed by utilising thier digtial keys.
Team Collaboration Tools
Keeping the team in sync is crucial at Mollie’s. Mapal Engagement is their go-to tool for seamless communication, whether it’s sharing the latest menu updates or coordinating a guest’s special request, all operational updates run through the Mapal platform and keep the team connected.
Automated Inventory Management
No one likes running out of the good stuff. With SevenRooms, Mollie’s manages inventory in real-time, ensuring they’re always stocked and ready to serve your favourite diner classics, backed up by Me&U as their pay at table solution for those guests who want a quick bite sat watching the kitchen work their magic on a classic diner counter top.
An App-Solutely Brilliant Guest Experience
Mollie’s isn’t just riding the tech wave—they’re leading it. Their guest app has revolutionised the way they engage with customers, boosting interaction and making the stay even smoother. Whether it’s booking an EV charging bay or chatting with the team, the app puts control at the guests’ fingertips.
And the Mollies team have a new team member, Alin. 15% of guest messages over the app and Whatsapp have been using Alin's recommended responses, the AI fuelled new team member is taking pressure off the front desk and putting the team's attention where it matters, with the guest.
It’s Not Just About Seamless Tech—Meet the Mollie’s Team
But let’s be real—tech is only part of the equation. Mollie’s is all about its people. Innovative, diverse, and vibrant, the Mollie’s team is the real magic behind the scenes. Recently, they launched a career pathway program aimed at attracting, developing, and nurturing hospitality talent. In a time when the industry needs it most, Mollie’s is stepping up to ensure their employees not only have jobs but also have thriving careers.
This program isn’t just a checklist of tasks—it’s a structured plan that helps employees understand the business inside and out. From leadership and communication to finance, Mollie’s is committed to developing well-rounded professionals. Plus, with threads like mental health awareness, diversity and inclusion, and sustainability woven into every pathway, Mollie’s is setting new standards for what it means to work in hospitality.
And they’re not doing it alone. Mollie’s has partnered with local community education providers to offer apprenticeships, giving employees the chance to earn qualifications while growing their careers. It’s all part of Mollie’s commitment to creating a workplace where talent is nurtured, developed, and celebrated.
As Trudi Parr, Head of People and Development at Mollie’s, puts it, “As the hospitality industry continues to evolve, programs like this will be critical in attracting and retaining top talent, driving success, and creating memorable experiences for customers.”
The Future’s Looking Bright
With their eyes firmly on the horizon, Mollie’s is gearing up for even more exciting developments. As they expand, they’re sticking to what works: tech that makes life easier for guests and staff alike, all while maintaining that effortlessly cool vibe that makes Mollie’s a hit.
So, whether you’re in the mood for a nostalgic diner experience with a modern twist or looking for a comfy place to crash after a long drive, Mollie’s has got you covered. And with more locations on the way, it’s clear that Mollie’s is just getting started.
Stay tuned for more insights from our “Tech on Toast Meets…” series, where we continue to explore how technology is transforming the hospitality landscape.
We hope you enjoyed this deep dive into Mollie’s innovative approach. If you have any questions or would like to learn more, feel free to reach out to us at Tech on Toast.
And don’t miss the chance to join Trudi Par, Adam Howard, Darren Sweetland, and Stephanie, General Manager from Mollie’s Oxford, at Weareservice.co.uk for the “Scaling Through People” panel on February 4th. You can book your tickets here.
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