Tucked away in Thailand’s vibrant coastal city, the new Meliá Pattaya Hotel brings Spanish-inspired elegance to a destination known for energy and transformation.
At the helm is Javier Gimeno, a hospitality veteran with more than 30 years of international experience and a leadership style rooted in empathy, innovation, and collective success.
From his early days as a bellman in Barcelona to senior management roles across Europe and Asia with brands including Marriott and Meliá Hotels International, Javier’s journey reflects the evolution of modern hospitality itself. Passionate about people and driven by purpose, he leads with heart and humility—blending cultural sensitivity with strategic foresight.
We spoke with Javier about the lessons he’s learned, his ambitions for Meliá Pattaya, and why hospitality’s future lies in sustainable growth, authentic experiences, and empowered teams.
What inspired you to pursue a career in hotel management?
It wasn’t one defining moment, but a series of small, powerful experiences that drew me in. In those early days at the Hilton, I saw how a single gesture—a warm greeting, a remembered name, a well-handled issue—could completely change someone’s day.
What inspired me was the potential to create something intangible yet unforgettable. Hotels are more than buildings—they’re places where people come to celebrate, to escape, to heal, to connect. Being part of that journey felt meaningful, and I knew early on that I wanted to build a career around that feeling.
I was also drawn to the cultural exchange that hospitality facilitates. Every guest brings a different story, and every day is a new chance to learn. That kind of diversity keeps me energised and curious even decades later.
How do you balance emerging trends and evolving guests’ preferences?
Staying relevant is a blend of strategy, listening, and instinct. At Meliá, we approach trends with both open-mindedness and a discerning eye. Yes, we embrace innovation—whether that’s tech-driven personalisation, wellness-focused experiences, or sustainability initiatives—but we’re careful to balance it with what defines us: warmth, presence, and personal connection.
One example is our increasing focus on eco-conscious travel. We’re integrating sustainability not just in operations, but in how we communicate with guests—highlighting our efforts without overwhelming their experience. Likewise, digitalisation enhances convenience but never replaces the human touch that defines hospitality.
We also rely heavily on real-time feedback and regular training to keep our team agile and guest-focused. Trends will always evolve, but human values—kindness, respect, intuition—remain constant.
Looking back, is there anything you would have done differently?
If I could change anything, I would’ve embraced risk earlier in my career. There’s a natural instinct to play it safe, especially when things are going well. But I’ve learned that some of the most rewarding developments—personally and professionally—happen just outside your comfort zone.
Innovation requires courage. You have to be willing to challenge systems, rethink routines, and ask, “Is this still serving our guests, our team, and our mission?” I now try to foster that mindset in my teams—to encourage experimentation and treat failure as a learning tool rather than a setback.
Every experience—good or bad—has shaped who I am as a leader. I wouldn’t trade that, but I do wish I’d stepped into uncertainty a bit sooner.
What defines your management style?
Servant leadership is at the heart of my approach. I believe a strong leader serves the team first—creating space, offering support, and helping individuals reach their potential. It’s about humility, trust, and being deeply present.
I lead by example, not title. I listen more than I speak. And I aim to cultivate an environment where every team member feels empowered to make decisions, solve problems, and contribute ideas.
I also place a strong emphasis on cultural intelligence. Working across regions like Europe and Asia taught me that no single style fits all. Effective leadership is adaptive—it honours local customs, respects individual differences, and builds on shared purpose.
Success, in my view, is never a solo act. It’s a collective achievement.
What are your strategic goals and vision for the hotel, and how does that integrate with the hotel group’s aims?
Our vision for Meliá Pattaya is to become Thailand’s leading urban resort—an iconic destination that blends the best of Mediterranean spirit with Thai hospitality. It’s an ambitious goal, but one that’s firmly aligned with Meliá Hotels International’s global identity: Spanish-inspired warmth, sustainable luxury, and exceptional service.
Strategically, we’re focusing on three key areas: guest satisfaction, sustainability, and business growth. We’re working towards prestigious eco-certifications, enhancing our wellness offerings, and implementing smart energy and waste management systems.
Another major goal is to double our MICE (Meetings, Incentives, Conferences, and Events) revenue by 2026. Pattaya has incredible potential as a business-leisure hub, and we’re investing in spaces and services that cater to that market with precision and flair.
Every initiative is designed to elevate the guest experience while contributing meaningfully to our group’s long-term goals.
What advice would you give to someone starting out?
Start on the floor. Whether it’s reception, housekeeping, or F&B—immerse yourself in the operational heartbeat of a hotel. It’s where empathy is built, where perspective is gained, and where you learn what really matters.
Stay curious. Ask questions. And don’t be in a rush for titles—chase the knowledge, not the nameplate. Hospitality is broad, complex, and ever-changing. The more you understand about each role, the stronger you’ll be as a leader.
Finally, develop emotional intelligence. This industry is built on human moments. The ability to stay calm under pressure, read the room, and lead with empathy is what turns a good career into a great one.
Hospitality will test you, teach you, and transform you—if you let it.