I’m thrilled to sit down with Katarina Railko, a seasoned expert in hospitality technology with a deep background in travel and tourism. Katarina has made significant contributions to the entertainment and events sector, often sharing her insights at major expos and conferences. Today, we’re diving into the transformative impact of cloud-based solutions in the casino and hotel industry, focusing on how cutting-edge platforms can streamline operations, enhance guest experiences, and drive revenue. Our conversation explores the shift to modern systems, the power of unified guest data, the benefits of mobile access for staff, and the innovative tools reshaping personalized service and food and beverage operations.
How did the transition to a cloud-based platform like Oracle OPERA Cloud come about for a major resort like Resorts World Las Vegas, and what were the key motivations behind moving away from an older system?
The move to a cloud-based platform was really about keeping up with the pace of innovation and meeting the high expectations of guests. Older systems, while reliable in their time, often lacked the flexibility and real-time capabilities needed for a large, integrated resort. The key motivations were to improve operational efficiency and eliminate the burden of managing on-premises hardware. Resorts World wanted a system that could unify data across their properties and allow for continuous updates without major disruptions. It was also about empowering staff with better tools to deliver exceptional service, which ultimately benefits the guest experience.
In what ways has adopting a cloud-based system changed the daily workflow for staff at a resort of this scale?
It’s been a game-changer in terms of agility and efficiency. Staff no longer have to rely on static, location-bound systems; they can access critical information from anywhere on the property. Tasks like checking room statuses or updating guest profiles are faster and more accurate. Plus, the IT team’s workload has significantly decreased since there’s no need to maintain complex on-site servers. This shift allows the focus to remain on guest-facing activities rather than backend troubleshooting, which is a huge win for both employees and visitors.
What stands out as the most significant advantage of having a centralized view of guest information across hotel, casino, and dining operations?
The biggest advantage is the ability to truly understand each guest as an individual. When you have a single, comprehensive view of their preferences—whether it’s their favorite restaurant, past hotel stays, or casino activity—you can tailor their experience in a meaningful way. Staff can anticipate needs before a guest even asks, like offering a preferred room type or suggesting a dining option based on history. For example, knowing a guest’s gaming habits can help customize promotions, making them feel valued and increasing their likelihood of returning.
How has mobile access to data influenced the way teams operate across a sprawling property like this?
Mobile access has liberated staff from being tied to desks or specific terminals. They can now handle tasks like prioritizing room cleaning or addressing guest requests on the go, directly from a tablet or smartphone. This mobility means quicker response times and more face-to-face interaction with guests, which is invaluable in hospitality. It shifts the focus from administrative tasks to creating memorable moments, whether that’s resolving an issue on the spot or personalizing a guest’s stay in real time.
Can you share how tools like digital guest engagement features have helped resorts connect more effectively with their visitors?
Digital engagement tools are incredible for building stronger connections with guests before, during, and after their stay. Through channels like pre-arrival emails or a mobile app, resorts can offer personalized upgrades or services tailored to a guest’s profile—think a discounted spa package or a room with a better view. These targeted offers not only enhance the guest experience by showing thoughtfulness but also create additional revenue streams. Guests tend to respond positively because it feels less like a sales pitch and more like a curated suggestion just for them.
What impact have these modern tools had on revenue generation, and how do resorts balance profitability with guest satisfaction?
There’s definitely been a noticeable uptick in revenue, especially in areas like hotel bookings and add-on services. Tools that enable personalized offers help maximize occupancy and encourage guests to spend more on experiences they value. The balance with guest satisfaction comes from ensuring these offers feel genuine and relevant. It’s about enhancing their stay, not pushing unnecessary extras. When done right, guests appreciate the added value, and the resort sees financial growth without compromising trust or loyalty.
How have cloud-based point-of-sale systems transformed food and beverage operations at large resorts?
Cloud-based POS systems have streamlined food and beverage operations by providing real-time insights that weren’t possible with older setups. Managers can see sales trends, inventory levels, and staffing needs instantly, which helps with everything from ordering supplies to scheduling shifts. For instance, if a particular dish is selling out quickly, they can adjust orders on the fly to avoid shortages. These insights lead to smarter decisions, reduce waste, and ensure guests get seamless service, even during peak times.
What has been the most unexpected benefit of implementing a comprehensive cloud platform in a resort environment?
One surprising benefit has been the level of staff empowerment that comes with these systems. Initially, the focus was on guest experience and operational efficiency, but seeing how much more confident and proactive staff have become was unexpected. With access to real-time data and the ability to make decisions on the spot, they feel more in control of their roles. This boost in morale translates directly to better service, creating a positive feedback loop that benefits everyone involved.
Looking ahead, what is your forecast for the role of cloud technology in shaping the future of the hospitality industry?
I believe cloud technology will continue to be the backbone of innovation in hospitality. We’re just scratching the surface of what’s possible with data integration, artificial intelligence, and mobile solutions. In the coming years, I expect even more seamless personalization for guests, where every interaction feels uniquely tailored. Cloud platforms will also drive sustainability efforts by optimizing resource use and reducing physical infrastructure needs. Ultimately, resorts that embrace these technologies will set the standard for guest expectations, while those that lag behind risk falling out of step with the industry’s evolution.
