I began my career in international business, working as an International Sales Representative and Team Leader. I also explored the media industry, where I had the opportunity to represent festival events in front of large audiences. These experiences allowed me to develop strong communication skills, a deep understanding of customer behavior, and the ability to perform confidently in dynamic, high-pressure environments.

But life often has plans of its own. Destiny led me to the world of hospitality, and from the moment I stepped into it, I felt an immediate and unexpected connection, as if I had finally found the place where I truly belong.

My first step into hospitality came through a role as a Guest Relations Manager. From day one, I brought with me the diverse skill set I had built throughout my previous roles, from client service and leadership, event representation and problem-solving. The transition felt natural, and I quickly realized how well my background complemented the demands of hospitality.

Now, with just one year of experience in the field, I can confidently say I’ve found my calling. I’ve grown rapidly, made a strong impact, and feel more connected to this industry than ever. Each step in my career has led me here, and I’m excited for what lies ahead.

What I love about Accor is that it represents one of the most iconic and respected names in the global hospitality industry. Accor opened the doors for me to discover the true depth and richness of this field. Being part of such a renowned group is not only an opportunity — it’s a real source of pride. I feel privileged to contribute to a brand that values excellence, innovation, and genuine human connection.

What I admire most about hospitality is its ability to create meaningful experiences. It’s an industry built on care, detail, emotion, and service — where every day brings the chance to make someone feel welcome, understood, and valued. Hospitality is about people, and I find great satisfaction in being part of that human-centered mission.

I would highly recommend the hospitality industry to others because it offers something truly unique, the chance to connect with people from all around the world and make a real impact on their experiences. Unlike many other industries, hospitality is built on human connection, emotion, and the art of making others feel welcome and valued. It’s a field where soft skills, empathy, and cultural awareness are just as important as technical expertise.

Being a Heartist® means being a proud member of the Accor family, embodying the company’s values of care, passion, and genuine hospitality. To me, it means going beyond simply doing a job ,  it means delivering heartfelt service with warmth and sincerity, always aiming to create memorable experiences for guests. As a Heartist®, I take pride in representing Accor’s commitment to kindness and excellence every day.

One of my proudest moments as a Guest Relations Manager is receiving personal recognition from guests. Many have mentioned my name in their feedback on platforms like TripAdvisor and Google, thanking me for the exceptional service I provided before they even leave. It’s incredibly rewarding to see guests return to the hotel specifically asking for me, or new guests arriving and saying, “Are you Lobna? We saw your name in the reviews!” This kind of appreciation motivates me to continue delivering outstanding and personalized experiences every day.

For new starters in hospitality, I would say: be genuine and approachable. This industry is all about connecting with people and creating memorable experiences, so showing kindness and attentiveness goes a long way. Don’t be afraid to step out of your comfort zone and take initiative.Be patient, listen carefully, and never hesitate to ask questions or learn from your colleagues.

Remember that every interaction is an opportunity to make a positive impact, so approach your work with passion and attention to detail,  embrace challenges as chances to grow, and always strive to go the extra mile, it’s those small acts of care that make a big difference.