My name is Melissa Balais, a new member of Hotel Facility Concepts. It's been four months of growth, connection, and direction...and I'm just getting started.
What does your role as Hotel Facility Manager entail, and what are your main responsibilities?
I like to think of my role as a cog in the machine, an essential part that keeps everything in motion, thanks to collaboration with every other piece. People come to me with problems, or as we like to call them, opportunities, and I find the right solutions. My main responsibilities include supporting our vendors to deliver the best quality product and services to our client, all within budget. From general cleaning to linen services to waste and pest management, I ensure operations run smoothly and efficiently for everyone involved within our unique ways of working.
What experience or knowledge do you bring to this role?
I am currently celebrating my 11th year in the hospitality industry. I say "celebrating" because each year marks another chapter of doing what I love in a field that I'm passionate about. From starting my career in heels and a flared suit at a front desk on Park Avenue to sneakers for Sales in the Lower East Side, New York, I've gained extensive front-of-house experience. For seven years, I fully immersed myself in the world of our major client, citizenM, where I sharpened my leadership skills and deepened my understanding of hotel operations to deliver on the desired guest experience. I bring adaptability, a solutions-focused mindset, empathy, and accountability to the table. But most importantly, I bring a people-first mentality because it's the people who get the job done, and I always try to look out for mine.
Which other departments do you work most closely with, and how does that collaboration go?
I work closely with our Administration, Finance, and IT department. Each team has been incredibly responsive, supportive, and committed to a true spirit of collaboration. Their approach makes me want to show up even stronger in my own role and not just to get the job done, but to help make their jobs easier too. It’s a mutual effort, and that kind of teamwork is what makes the day-to-day so rewarding.
What do you find most challenging about working in a facilities role within the hotel industry?
One ongoing challenge is finding innovative ways to cut costs while still delivering exceptional value to our client. Coming from a front-of-house, guest-facing background, I naturally want guests to have it all...and with a cherry on top! But I also understand that in this role, it’s about striking the right balance between quality and efficiency. I see this not just as a challenge, but as an exciting opportunity to grow and make a real impact here at HFC.
Which details in your work do you believe truly make a difference for guests?
During a recent quality visit, a colleague described me as having a "laser eye." I tend to notice everything. While not every guest will care about a speck on the floor or a slightly crooked book, some do, and for them, it matters. If it’s part of the guest experience, it should be clean, intentional, and visually pleasing. My goal is to create that feeling you get when you walk into your own home after it’s been deep cleaned by the best housekeepers in the world. It is that fresh, welcoming, and comfortable feeling that makes you want to kick off your shoes and stay awhile.
What tip would you give to someone just starting out in facilities management within the hotel industry?
Enjoy the ride! This industry is incredibly dynamic and people-centered. We work together toward a shared goal, and that’s what makes it so rewarding. Be vocal, share your experiences, stay flexible, and be open to learning every single day. Work hard, stay curious, and remember that we’re in the business of people. And while we’re not curing cancer (bless those who do), the work we do matters because comfort, cleanliness, and care all add up to how people feel in a space.
About HFC
Hotel Facility Concepts is a global strategic facility managing agent for hotels and is active in Europe (the Netherlands, Denmark, Belgium, Italy, Spain, France, Switzerland, England, Ireland and Scotland) and the United States. Worldwide, HFC works with hotel owners, operators, and investors to structure, process, and manage all back-of-house activities and costs to achieve the most efficient, valuable, centralized, and sustainable hotel portfolios. HFC is a data- and tech-driven facility managing agent with sustainability in her DNA, an important shared fundamental for this strategic partnership. HFC also works for clients such as citizenM, BobW, the Social Hub and Yotel.
