Serhii Keliushok is the visionary behind NEMO, as well as the founder, co-owner, and CEO of the international network, with years of experience developing projects in hospitality, entertainment, and marine mammal care. What began as a dream of opening his own dolphinarium has evolved into an international network and a full-scale destination resort. In this interview, he explains how guest expectations shaped NEMO’s expansion strategy, why leadership requires continued investment, and how technology can be combined with personalized service.

NEMO has grown from the idea of a dolphinarium into an international network and a full-scale destination resort. Which decisions were pivotal to that expansion?

Opening a dolphinarium was a dream of mine from a young age. When I first visited one in another city, I was struck by the way these places bring families together, delight children, and create lasting memories. Years later, we opened the first NEMO, which began attracting guests from across Ukraine and abroad.

We later introduced dolphin-assisted therapy, offering rehabilitation and developmental programs for children. Our guests inspired the next step: they wanted to stay for several days and enjoy a family vacation. That led us to open a small hotel, which we gradually expanded.

Today, NEMO is an international network and a full-scale destination resort that brings together hospitality, entertainment, and wellness. Guest needs have always driven our expansion, with every new area of the business emerging in response to a specific request.

How do you identify new avenues for growth once a business has achieved strong brand recognition and a leading market position?

When I travel, I study global best practices, emerging concepts, and new technologies to understand where the industry is heading. The stronger a company’s market position becomes, the higher it must set the bar. The moment a business decides it has reached its full potential, it begins to fall behind.

We analyze trends as well as guest behavior and needs, because expectations of a high-quality vacation are constantly evolving. We introduce technologies that genuinely improve service, comfort, and the overall guest experience. Global expertise serves as a benchmark, while we develop our own solutions in line with NEMO’s philosophy. We see leadership as the foundation for our next stage of growth.

Hospitality is defined largely by the details. How does NEMO turn a high standard of service into a consistent business process?

Guests often describe NEMO’s service as some of the best in Ukraine. Some admit that after staying with us, it becomes more difficult to accept a lower standard of service at other hotels, including those in Europe. That creates a significant level of responsibility for us.

We have spent years building this system, introducing clear standards, ongoing employee training, and continuous analysis of guest feedback. At the same time, we cultivate a culture of genuine attentiveness to every guest.

At full occupancy, when the resort hosts approximately 400 guests, nearly 800 employees are working on-site. This requires considerable resources, but it allows us to give each guest personal attention and address issues before they cause discomfort. Standards provide the foundation, while the team’s attitude ultimately shapes how guests experience the service.

How do you find and develop people who can uphold NEMO’s standards while continuing to raise them?

NEMO employs more than 800 people. The scale and pace of the business, along with the opportunity to bring their own ideas to life, attract talented and ambitious professionals.

We develop people from within the company through team-building and training programs, business travel, and exposure to industry best practices. At the same time, we give employees responsibility and the authority to make decisions. Those who deliver results, take initiative, and demonstrate a desire to grow can build their careers within NEMO. Our standards provide direction, while the team’s talent and ideas help us continually raise the bar.

External circumstances in recent years have radically changed the way Ukrainian businesses operate. Which management principles have helped NEMO continue to grow amid uncertainty?

The main lesson of recent years has been not to wait for ideal conditions. We run the numbers, adjust our plans, and weigh decisions more carefully, but we continue investing in the resort, its infrastructure, service, and people. Regaining momentum after a prolonged pause is considerably more difficult and expensive.

The second principle is being prepared to act without complete certainty. In business, it is impossible to have every answer or guarantee. You have to recognize an opportunity, evaluate the risks, and take responsibility for the decision.

A company’s resilience largely depends on its team. When people understand the shared goal, trust one another, and are prepared to act independently, the business can continue moving forward even in the most challenging conditions.

How do you envision NEMO’s next stage of development—and what needs to change within the project today to ensure it remains just as relevant five years from now?

NEMO today is significantly different from what it was five years ago. We are working to ensure that the project evolves just as substantially over the next five years.

Guests can already access everything they need for a full resort experience without leaving the property. We are continuing to expand NEMO’s offerings so they can enjoy a complete vacation here while discovering something new with every visit.

We are interested in setting trends. This year, our Pool Sunset Party concept proved highly successful, with sunset events featuring DJs and live entertainment. By the end of the season, many venues across Odesa had adopted the format. For us, that confirmed the concept had resonated with the audience.

Over the next five years, technology, habits, and guest expectations will continue to evolve. We will therefore keep investing in infrastructure, our team, and new concepts while preserving the personal touch that defines NEMO. Technology makes service faster and more convenient, while attentiveness creates the kind of experience that brings guests back.