I’m thrilled to sit down with Katarina Railko, a seasoned expert in hospitality with a deep background in travel and tourism. Katarina has honed her skills across various facets of the industry and is a prominent voice in entertainment and events, often sharing her insights at expos and conferences. Today, we’re diving into the world of small hotel management and the transformative role of technology. Our conversation explores the unique challenges faced by independent hoteliers, the critical features to look for in hotel software, and how these tools can streamline operations while enhancing the guest experience.
How do you see the day-to-day challenges of running a small hotel impacting the ability to deliver a standout guest experience?
Running a small hotel often feels like juggling a dozen tasks at once. You’re handling reservations, responding to guest inquiries, managing housekeeping, and sometimes even fixing a leaky faucet—all with a small team. The biggest challenge is the constant multitasking, which can pull your focus away from creating those personal touches that guests remember. When you’re stuck re-entering bookings or chasing down availability updates, it’s hard to greet someone by name or ensure their favorite room is ready. That’s where the stress creeps in; you want to provide a seamless experience, but the behind-the-scenes chaos can undermine those efforts.
What are some of the specific operational pain points you’ve noticed that small hoteliers struggle with most?
One recurring issue is overbookings, often due to manual updates or disconnected systems between online travel agencies and the hotel’s own booking platform. Then there’s pricing—guessing the right rate for the day without real-time data can lead to lost revenue or empty rooms. Another pain point is tracking where bookings come from; many hoteliers don’t have clear visibility into which channels are most profitable, so they end up paying high commissions without knowing if it’s worth it. These issues compound over time, turning small inefficiencies into major headaches that eat into both profits and guest satisfaction.
How can hotel software help address these operational hurdles and free up time for what matters most?
The right software acts like an extra set of hands. It automates repetitive tasks like syncing availability across platforms, updating rates based on demand, and even sending guest communications. For instance, a good property management system can organize reservations and housekeeping schedules in one place, so you’re not scrambling through emails or sticky notes. Channel managers prevent overbookings by updating all platforms instantly, and pricing tools take the guesswork out of rate setting with data-driven recommendations. This automation lets hoteliers shift their energy from admin work to creating memorable experiences for guests, which is the heart of hospitality.
When it comes to choosing hotel software, what features do you think small hoteliers should prioritize to meet their unique needs?
First, ease of use is critical. Small teams don’t have time for complicated systems that require weeks of training. A clean, intuitive interface that lets you update rates or check in a guest with minimal clicks is a must. Second, integration is key—your tools should connect seamlessly, whether it’s your booking engine, channel manager, or payment system, to avoid double handling data. Lastly, affordability matters. Look for software that offers a clear return on investment, like reducing manual work or increasing direct bookings, so it pays for itself rather than becoming another expense.
Why is it so important for software to integrate across different functions like reservations, pricing, and distribution?
Integration is the backbone of efficiency. When your systems talk to each other, a booking made on your website automatically updates availability on OTAs, adjusts inventory in your PMS, and processes payment—all without manual input. This eliminates errors like overbookings or rate discrepancies, which can frustrate guests and hurt your reputation. It also saves hours of work; you’re not toggling between platforms or re-entering data. A connected ecosystem gives you a single source of truth, so you can trust your numbers and make decisions faster, whether it’s tweaking a rate or spotting a booking trend.
How significant is customer support when something goes wrong with hotel software, especially for small properties with limited resources?
Customer support can make or break your experience with hotel software, especially for small properties where there’s no dedicated IT team. When a glitch happens—say, a booking doesn’t sync during a busy check-in rush—you need a responsive support team that understands the urgency of hospitality. Fast, reliable help can mean the difference between a minor hiccup and a guest walking away unhappy. I always advise hoteliers to check reviews for support quality, not just features, because when you’re short-staffed, having someone on the other end who gets your challenges is invaluable.
What role do you think cloud-based systems play in helping small hoteliers stay flexible and competitive?
Cloud-based systems are a game-changer for small hoteliers. They let you access your data from anywhere—whether you’re at the front desk, on the road, or working from home—which is crucial for owners who wear multiple hats. They’re also more cost-effective than traditional on-premise setups since there’s no need for expensive hardware or maintenance. Plus, they offer scalability; as your hotel grows, the system can handle more rooms or properties without a complete overhaul. Most importantly, cloud solutions often come with automatic updates and backups, ensuring your data is secure and your tools stay current, keeping you competitive without extra effort.
How can software help small hotels increase direct bookings and reduce reliance on third-party platforms?
Direct bookings are a lifeline for small hotels because they cut out hefty OTA commissions and boost profit margins. A good booking engine integrated into your website makes the process smooth for guests—think mobile-friendly design and a quick checkout flow. Some tools even show price comparisons to highlight why booking direct is cheaper, nudging guests away from third-party sites. Software can also support upselling during the booking process, like offering a room upgrade or a local tour, which adds revenue without extra marketing costs. By focusing on a seamless, trust-building experience, these tools help hoteliers reclaim control over their sales channels.
What’s your forecast for the future of hotel technology, especially for small and independent properties?
I believe hotel technology for small and independent properties is heading toward even greater simplicity and personalization. We’ll see more all-in-one platforms that combine reservations, pricing, and distribution into a single, user-friendly system, reducing the learning curve and cost for small teams. AI and data analytics will become more accessible, offering tailored insights on guest behavior or market trends without needing a data expert on staff. I also expect a stronger push for mobile-first solutions, as both guests and hoteliers rely on smartphones for everything from bookings to operations. Ultimately, the focus will be on empowering independent hoteliers to compete with bigger players by leveling the playing field through affordable, intuitive tech.
