I’m thrilled to sit down with Katarina Railko, a seasoned expert in hospitality with a wealth of experience in travel, tourism, and entertainment. With a sharp eye for industry trends and a passion for creating unforgettable guest experiences, Katarina has made her mark not only in hotel management but also as a prominent voice at expos and conferences. Today, we’ll dive into the evolving world of hotel leadership, exploring what it takes to thrive in a new role as a general manager, the impact of past experiences on current strategies, and the future of hospitality in a rapidly changing landscape.
What excites you most about stepping into a leadership role at a new hotel property?
I think it’s the opportunity to shape something fresh and leave a lasting impression. Every property has its own personality, whether it’s a boutique gem or a sprawling luxury resort. I love discovering what makes a hotel unique—maybe it’s the history, the location, or a signature experience—and amplifying that for guests. Plus, building a team from the ground up or revitalizing an existing one is incredibly rewarding. It’s like starting with a blank canvas and painting something extraordinary.
How do you approach setting priorities when you first take over as a general manager?
My first step is always to listen—whether it’s to the staff, the guests, or even the property itself. I want to understand the immediate needs and any pain points. From there, I focus on quick wins that boost morale or guest satisfaction, like streamlining check-in processes or addressing small maintenance issues. At the same time, I’m mapping out a bigger vision, maybe a rebrand or an operational overhaul, to ensure long-term success. It’s about balancing the urgent with the important.
What makes a hotel truly stand out in today’s competitive market?
It’s all about creating a connection. Guests can stay anywhere, so it’s the little things—the personalized welcome, a unique design element, or a story behind the property—that make a difference. I’ve seen hotels in prime locations thrive because they embrace their surroundings, like offering local art or cuisine. It’s not just a place to sleep; it’s an experience that sticks with someone long after they check out.
Can you share a memorable moment from your career that shaped your approach to hotel management?
Early in my career, I was part of a team opening a new property overseas. We faced endless challenges—language barriers, supply chain delays, you name it. But seeing the first guests walk through the doors, wide-eyed and impressed, made every sleepless night worth it. That taught me resilience and the importance of adaptability. Now, I always remind myself that no matter how tough things get, the end goal is creating joy for others, and that perspective keeps me grounded.
Tell us about a challenging project, like a renovation or property opening, and how you navigated it.
I once oversaw a major renovation at a historic hotel while keeping operations running. The biggest hurdle was preserving the building’s charm while modernizing it for today’s guests. We had to coordinate with contractors, historians, and the staff all at once. I made it a point to communicate constantly—daily updates, team huddles—to keep everyone aligned. In the end, we pulled it off by staying focused on the vision and being flexible when unexpected issues popped up, like hidden structural problems. It was a juggling act, but the result was a space that honored its past while welcoming the future.
How has working with luxury brands influenced the way you lead a team or manage a property?
Luxury hospitality taught me that excellence is in the details. It’s not just about high-end amenities; it’s about anticipating needs before a guest even asks. That mindset shapes how I train teams—empowering them to think proactively and take ownership. I also learned to balance strict standards with empathy. Staff need to feel supported to deliver that five-star service, so I focus on creating an environment where they can shine, even under pressure.
What’s your philosophy when it comes to building and motivating a strong hotel team?
I believe in leading by example. If I’m willing to roll up my sleeves and help during a rush, it shows the team I’m in it with them. I also make time to celebrate wins, big or small, because recognition fuels motivation. When challenges arise, like staffing issues or tough guest feedback, I prioritize open communication. I want my team to feel safe sharing ideas or concerns. Building trust is everything—it’s how you create a culture where everyone feels invested in the hotel’s success.
Looking ahead, what trends or challenges do you think will define the hospitality industry in the coming years?
Sustainability is huge right now, and it’s only going to grow. Guests are more conscious about their impact, so hotels need to step up with eco-friendly practices, from energy-saving tech to reducing waste. Technology is another game-changer—think contactless check-ins or AI-driven personalization. But the challenge is balancing tech with the human touch that hospitality is built on. We’re also seeing a shift toward experiential travel, where guests crave authentic, local connections. Hotels that can deliver that will stand out.
What’s your forecast for the future of guest expectations in hospitality?
I believe guests will continue to demand more personalized and seamless experiences. They’ll expect hotels to know their preferences before they arrive, thanks to data and technology. At the same time, there’s a growing hunger for meaningful interactions—stories, cultural immersion, or even just a genuine conversation with staff. The future will be about striking that balance: using innovation to simplify the basics while doubling down on the emotional connections that make a stay unforgettable. I’m excited to see how the industry evolves to meet those desires.
