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 honed her expertise in the dynamic world of entertainment and events, often sharing her insights at expos and conferences. Today, we’re diving into the transformative power of property management systems, focusing on how modern solutions are shaping the future of hotels. Our conversation explores the importance of upgrading tech stacks, the impact of unified platforms on operations, the role of mobile and AI innovations, and what hoteliers can expect as they gear up for 2026.
How did you first get involved in hospitality technology, and what excites you most about the innovations happening in this space today?
I stumbled into hospitality tech early in my career while working in travel and tourism, where I saw firsthand how clunky, outdated systems frustrated both staff and guests. What hooked me was the potential to solve real problems with technology—streamlining operations and enhancing experiences. Today, I’m most excited about how fast things are evolving. Innovations like AI-driven personalization and mobile solutions are not just tools; they’re game-changers that let hoteliers connect with guests in ways we couldn’t imagine a decade ago. It’s thrilling to be part of this shift.
What do you think sets a top-tier property management system apart in today’s competitive hospitality landscape?
A standout PMS is all about adaptability and integration. It’s not enough to just manage reservations or check-ins; the best systems act as the central hub for everything—front desk, payments, spa bookings, analytics, you name it. They bring all these pieces together seamlessly, so hoteliers aren’t juggling multiple platforms. Plus, they need to play nice with emerging tech like AI and IoT to personalize guest experiences and keep operations humming. Trust and reliability are huge too—hotels need a system they can count on day in and day out.
Why do you believe 2026 is such a pivotal year for hoteliers to rethink and upgrade their technology?
By 2026, the gap between hotels using cutting-edge tech and those stuck with outdated systems will be glaring. Guest expectations are skyrocketing—they want contactless check-ins, personalized offers, and instant communication. At the same time, operational costs are rising, and efficiency is non-negotiable. Upgrading now means hoteliers can stay competitive, cut down on vendor sprawl, and tap into tools like data analytics to drive revenue. Waiting too long risks falling behind, losing guests to savvier competitors, and facing higher costs to catch up later.
What are some of the biggest pain points hoteliers face when they’re stuck with legacy PMS technology?
Outdated systems are a nightmare for hoteliers. They’re often slow, siloed, and can’t talk to other tools, which means staff waste time on manual tasks like entering data twice. This kills efficiency and opens the door to errors—think overbookings or billing mistakes. Worse, these systems can’t handle modern demands like mobile access or real-time analytics, so hotels miss out on personalizing guest stays or optimizing rates. It’s frustrating for staff and disappointing for guests, and that’s a tough combo to overcome.
How does a unified, all-in-one system transform the way hotels manage their day-to-day operations?
A unified system is like giving a hotel a single brain. Instead of separate tools for reservations, billing, or spa bookings, everything lives in one place. This means data flows freely—front desk knows instantly if a room’s ready from housekeeping updates, or sales can pull guest history for tailored offers. It cuts down on errors, saves time, and lets staff focus on guests rather than paperwork. Plus, having one platform often means less training and fewer tech headaches, which is a win for everyone.
Can you share your thoughts on how mobile tools are changing the game for both hotel staff and guests?
Mobile tech is a total game-changer. For guests, it’s about convenience—checking in on their phone, getting a digital key, or messaging the hotel for a late checkout. It meets their expectation for speed and flexibility. For staff, mobile apps mean freedom from being tied to a desk. Housekeeping can update room status in real time, and front desk staff can assist guests from anywhere on property. It boosts productivity and responsiveness, which directly improves the guest experience. It’s all about meeting people where they are.
What role do you see AI playing in the future of property management systems, and how is it already making an impact?
AI is the future of PMS, no question. It’s already making waves with things like predictive analytics for pricing or automated guest messaging that feels personal. Imagine a system that learns a guest’s preferences over time and suggests their favorite room type or upsells a spa package they’re likely to book—that’s happening now. Down the road, AI will dive deeper into operational efficiency, like forecasting maintenance needs or optimizing staff schedules. It’s about smarter decisions with less guesswork, and I think we’re just scratching the surface.
How important are third-party integrations for a PMS, and what challenges come with managing so many connections?
Integrations are critical. Hotels rely on a web of tools—think revenue management, POS systems, or smart room tech—and a PMS needs to connect with all of them to avoid data silos. The challenge is ensuring these connections are stable and secure. With hundreds of integrations, you’ve got to prioritize compatibility, regular updates, and robust standards to prevent glitches. It’s a balancing act, but when done right, it lets hoteliers pick the best tools for their needs without sacrificing a smooth operation.
Can you highlight a recent innovation in PMS technology that you think will have a lasting impact on the industry?
I’m really impressed with tablet-optimized interfaces for front desk operations. Being able to carry a lightweight device around the property while accessing the full PMS is huge. Staff can check guests in from the lobby or poolside, resolve issues on the spot, and still have real-time data at their fingertips. It’s not just about mobility; it cuts training time with intuitive designs and boosts productivity. I think this kind of flexibility will become a standard expectation for hotel tech in the coming years.
What is your forecast for the role of contactless and mobile technologies in the hospitality industry over the next decade?
I see contactless and mobile tech becoming the backbone of hospitality in the next ten years. Guests already expect to handle everything from booking to checkout on their phones, and that’s only going to grow. Contactless payments, digital keys, and mobile communication will be non-negotiable for staying relevant. For hotels, mobile tools will expand into staff operations—think real-time task management or instant guest feedback loops. The focus will be on speed, safety, and personalization, and I believe the industry will lean heavily on cloud-based, mobile-first systems to make that happen.
