As we dive into the world of hospitality innovation, I’m thrilled to chat with Katarina Railko, a seasoned expert in the field with a deep-rooted passion for travel, tourism, and creating unforgettable experiences. With her extensive background in entertainment and events, particularly in expos and conferences, Katarina brings a unique perspective to hotel management. Today, we’ll explore her insights on navigating the challenges of launching a new property, building a standout reputation, fostering team growth, and delivering exceptional guest experiences, all while drawing from her wealth of industry expertise.
How did your involvement in the pre-opening and launch phases of a major hotel property influence your current approach to management? Can you share a specific hurdle you faced during that time and how you overcame it?
I’m thrilled to reflect on my journey with a property like art’otel London Hoxton, where I was deeply involved from the pre-opening stage in 2023. Those early days were a whirlwind—shaping a 357-room hotel into a vibrant destination was no small feat. One standout challenge was aligning the team’s vision with the creative identity of the hotel while meeting tight deadlines for the launch. I remember countless late nights in temporary offices, surrounded by blueprints and coffee cups, working to ensure every detail, from staff training to decor, screamed innovation. We tackled it by breaking tasks into micro-goals, holding daily huddles to keep everyone motivated, and bringing in local artists early to infuse authenticity into the space. That taught me the power of adaptability and communication, which I carry into every decision now—always ensuring the team feels as inspired as the guests.
What’s a pivotal lesson from your past roles in hospitality that you’ve brought into your current position, and how has it shaped your leadership style?
Looking back on nearly two decades in this industry, one lesson that stands out is the importance of creating a culture of trust, something I honed during my time managing events at a historic property. I recall a high-stakes conference where last-minute changes threw our plans into chaos—think a keynote speaker canceling hours before the event. Instead of panicking, I empowered my team to brainstorm solutions, and we turned it into a panel discussion that ended up being the highlight of the day. That experience taught me to lead by stepping back sometimes, letting my team shine while providing guidance. Now, I focus on mentorship over micromanagement, fostering an environment where creativity thrives, and I’ve seen it transform how my staff at a dynamic property like this one tackle challenges with confidence.
Building a hotel’s reputation from scratch is no easy task. What strategies did you employ to establish a new property as a must-visit destination, and can you highlight a defining moment that cemented its status?
Establishing a hotel as a go-to spot starts with storytelling and connection, especially during those critical first months of operational stabilization. My strategy was to position the hotel not just as a place to stay but as a cultural hub—think immersive art, bold events, and community engagement. I vividly remember hosting an opening exhibition with local creatives just weeks after our launch; the lobby buzzed with excitement, the air filled with laughter and the clink of glasses as guests mingled with artists. That event wasn’t just a party—it was a statement of who we are, and it sparked word-of-mouth buzz that drew travelers and locals alike. By focusing on unique experiences and leveraging social media to share those vibrant moments, we built a reputation as a destination with soul, something I still prioritize every day.
Your career has spanned a variety of unique hospitality settings. How have these diverse environments informed your approach to crafting guest experiences at a creative property?
Working across different hospitality landscapes—from luxury hotels to innovative shared workspaces—has given me a kaleidoscope of ideas to draw from. Each setting taught me that guests crave personal touches, no matter the venue. I recall implementing a bespoke check-in process at a past role, where we greeted VIPs with curated playlists based on their preferences; seeing their faces light up was unforgettable. I’ve adapted that ethos here by weaving art and individuality into every guest interaction, whether it’s a handwritten welcome note or a tailored recommendation for a hidden local gem. These small gestures, inspired by past roles, turn a stay into a story, and I’m always looking for ways to surprise and delight in this creative space.
Fostering talent and building high-performing teams seem to be at the heart of your leadership. Can you share your approach to nurturing growth within your team, along with a specific instance that stands out?
Building a strong team is everything to me—it’s the backbone of any successful operation. My approach is to listen, challenge, and celebrate; I want every team member to feel seen and valued. A moment that sticks with me is mentoring a young front desk associate who was shy but had a knack for problem-solving. I paired them with a seasoned colleague for shadowing, set small leadership goals like handling guest complaints solo, and cheered every win, no matter how small. Within months, they were confidently leading training sessions for new hires, and their growth lifted the whole team’s morale. Seeing someone bloom like that reminds me why I prioritize open dialogue and personalized development—it creates a ripple effect of passion and excellence.
Operational excellence is often cited as a cornerstone of your success. How do you define it in the context of a unique hotel, and can you walk us through a specific process you’ve fine-tuned to achieve it?
Operational excellence, to me, means delivering seamless experiences while staying true to a property’s unique identity. At a hotel bursting with creativity, it’s about balancing efficiency with flair. One process I’ve focused on is streamlining guest check-in without losing the personal touch. Early on, I noticed bottlenecks during peak times, so I worked with my team to implement a mobile pre-check-in option, trained staff to prioritize warm welcomes over paperwork, and set a benchmark of under five minutes from door to desk. We also added a quick feedback loop via digital surveys to catch hiccups fast. The result was a smoother flow, happier guests who felt the artistic vibe from the first hello, and a staff empowered to focus on connection. It’s a constant work in progress, but that attention to detail keeps the magic alive.
What’s your forecast for the future of creative hospitality spaces like the one you’re leading, and where do you see the industry heading in the next few years?
I believe creative hospitality spaces are poised to redefine travel in profound ways over the next few years. We’re moving toward hyper-personalized experiences where technology and human connection blend seamlessly—think AI tailoring room settings before a guest arrives, paired with staff who know their story. I foresee these spaces becoming even more integrated with local culture, acting as hubs for art, music, and community, not just for tourists but for neighbors too. There’s also a growing demand for sustainability, which will push us to innovate with eco-friendly designs and operations without sacrificing that wow factor. I’m excited to see how we can push boundaries, making every stay a transformative journey, and I hope to be at the forefront of that evolution, dreaming up new ways to inspire.
