Leadership Interview Series: Ernesto Maffuz

Tell us a little about yourself and your business. 

I am Ernesto Maffuz, an experienced hospitality and facilities management professional with over a decade of experience leading engineering, facilities, and operations teams in luxury hotels and resorts globally. Throughout my career, I have specialized in optimizing hotel operations, managing large-scale capital projects, and ensuring the highest standards of safety, efficiency, and guest experience. My focus is on creating sustainable, reliable, and innovative facility management strategies that support both operational excellence and business growth.What initially inspired you or sparked your interest in pursuing this career? 

From an early stage in my career, I was drawn to the combination of technical problem-solving and leadership. Working in hospitality allows me to see immediate results from operational improvements, whether it’s enhancing guest satisfaction, streamlining maintenance processes, or leading a team to overcome complex challenges.What motivates you in your work and what do you find most fulfilling about being a business leader?

I am motivated by the impact I can have on both the team and the guest experience. Being able to create an environment where staff can thrive while ensuring operational excellence is incredibly rewarding.What do you see as the biggest challenges currently facing the landscape where you are and how should/will a business like yours respond?

Balancing rising operational costs with heightened guest expectations and sustainability goals is a key challenge. I focus on proactive maintenance, energy efficiency initiatives, and predictive asset management to minimize downtime, reduce costs, and maintain a high-quality guest experience.How do you stay updated on industry trends, customer expectations, and regulatory changes? 

I stay informed through industry publications, conferences, professional networks, and training programs. Encouraging my teams to participate in workshops and knowledge-sharing sessions also ensures we remain at the forefront of best practices.Where do you think the most promising investments should be focused on and/or made?

Promising investments are in technology and sustainable solutions that improve efficiency and guest experience, such as smart building systems, energy management, and preventative maintenance tools. Equally important is investing in staff training and leadership development.What skills or mindsets do you think will be most important for the next generation of hospitality leaders?

Adaptability, strategic thinking, and empathy will be critical. Future leaders must navigate changing environments, leverage data and technology effectively, and create cultures where employees feel valued and engaged.What is or are your biggest career achievement(s)? 

Leading the engineering and facilities team for a luxury resort during its transition to full operations was a major achievement. Implementing preventative maintenance programs and ensuring all systems operated flawlessly resulted in a seamless guest experience and recognition from ownership.What’s the most important leadership lesson you’ve learned? 

Leadership is about empowering people. By providing guidance, investing in growth, and trusting teams to take ownership, I have seen teams achieve their highest potential.Are you expecting consumer expectations to shift this year? 

Yes, guests increasingly expect sustainable practices, seamless technology integration, and personalized experiences. Leaders must adopt flexible strategies to anticipate these shifts.How do you balance the demands of commercial performance with staff well-being, retention, and culture building? 

I focus on creating a safe, supportive environment, recognizing achievements, and providing professional growth opportunities while ensuring operational goals are clearly defined and achievable.Looking back, what has been the most pivotal moment in your career, a turning point that shaped how you lead today? 

Managing a major property renovation with a tight timeline taught me the importance of planning, cross-functional collaboration, and staying calm under pressure, shaping my approach to proactive problem-solving and team empowerment.Who or what has had a major influence on your approach to leadership? 

Mentors and senior leaders throughout my career have inspired my leadership style, emphasizing accountability, empathy, and continuous improvement.What advice would you give emerging leaders who want to shape the future of hospitality? 

Be curious, adaptable, and resilient. Invest equally in technical expertise and people skills, learn from challenges, seek mentors, and always prioritize both the guest and your team in decision-making.