I believe in creating a culture of mutual respect, responsibility, and belonging

New position – Operations Manager

Company – DoubleTree by Hilton Plovdiv

Introduce yourself in a few sentences and highlight some key points from your career development so far?

My name is Mariela Balcheva and my entire professional career has been dedicated to hospitality. I started my journey at Hilton Sofia right at the opening of the hotel and went through numerous key roles – from reception and food and beverage to marketing and sales. I gained international experience as a department head in Prague, Wroclaw, and Warsaw, where I was responsible for the commercial strategy of several hotels in the chain. In recent years, I have been part of the team that created DoubleTree by Hilton Plovdiv as the head of the commercial teams, and now I am transitioning to a new role as Operations Manager, with a focus on overall functioning and quality of hotel service.

What motivates you to take on this new role and what are your main goals in the position?

I accept the new role with respect and enthusiasm because it gives me the opportunity to work closer to the core of the hotel product – the daily experience of the guest. My motivation comes from the desire to contribute to the overall quality of service, to the synchronization between departments, and to building a stable, effective, and motivated operational structure. My goal is for the hotel to be not only a market leader but also a benchmark for internal organization and work culture.

What professional or personal qualities do you think will helpyou succeed in your new position?

I believe that my broad perspective on all key areas in the hotel, combined with practical experience from different countries and cultures, provides me with a solid foundation. My personal quality of being adaptive, with a high sense of responsibility and an affinity for structuring processes will be key to successfully managing daily operational activities. I also believe in the power of trust, transparency, and constant communication.

What challenges do you expect to face and how do you approach change management?

Operational activities require quick reactions, effective interdepartmental cooperation, and constant quality control. I expect challenges related to coordination between teams, the dynamics of guests, and maintaining a high standard of service. I approach change strategically – first I listen and analyze, then I implement clearly structured actions, focusing on phased and well-communicated change, supported by training and feedback.

What is yourapproach to teamwork and building a strong internal culture?

I believe in creating a culture of mutual respect, responsibility, and belonging. For me, a good team is built through personal example, clear expectations, constant support, and recognition for achievements. Communication should be open and constructive, and employees should be encouraged to think like business owners. A strong internal culture is created when everyone understands their role and feels significant.

What would you like people to say about you in the company after a few months?

 I would like them to say that I am a leader who understands the business in depth and cares for people. That I am accessible, fair, and consistent in my decisions. That I manage to combine high expectations with respect for the team, that I can manage details while also seeing the big picture. The most important thing for me is for colleagues to feel that we are part of a strong, well-functioning unit, working towards a common goal.