For me, hospitality was not an immediate choice of career. I discovered it when the class I wanted in high school got cancelled and I had to find something else. I decided on tourism and through the amazing work and character of my teacher, I came to see this as the path for me.  

Then came the search for a job while I was a student; I found an offer for a Receptionist  at an ibis property, got hired and everything just fell into place. 

I started in 2019 as a Receptionist at an ibis Hotel . In 2020, I joined the newly opened Mercure Warsaw Ursus Station. I started at the front desk and within only a year my observations and ideas were recognised, and I was offered the role of Guest Experience Manager – and I continue that today.  

Together with our amazing hotel team, we managed to build a remarkable product from the ground up. As a Guest Experience Manager, my focus is always on people, their needs, expectations, and the little details that can make their stay memorable. I make it a point to notice small inconveniences before they become a bigger issue. I view guests’ reviews as an invaluable source of insight and even the smallest comment does not pass unaddressed. 

Along the way, I also had the opportunity to step in as an administration and employment specialist for just over a year. This allowed me to assist the General Manager, gain a deeper understanding of the inner workings of the hotel, and appreciate how every role contributes to the smooth operation of the property. 

I love the people in hospitality. Throughout my career I have been lucky to meet wonderful colleagues, managers and directors who showed me what true hospitality is. 

The industry is unique. It’s more than just renting out rooms, it’s about making guests feel comfortable, welcomed and at home away from home; that’s what makes it special. This is summed up in being a Heartist®, which means leading with empathy, authenticity and human connection beyond your day-to-day tasks. 

I think my proudest moments are times when my ideas and changes are implemented and I can see their positive impact on the hotel’s quality and on guest satisfaction. 

My advice to newcomers would be, do not be afraid to speak up and share your ideas – if you don’t try or ask, the answer is always no.