Hospitality was not my first choice. I have always been a musician – I started playing drums when I was three and have never stopped. At high school I studied English, French and Spanish, so, as an Italian, I speak four languages pretty fluently. But music and tourism did not feel like the right career paths, and a friend who worked at Accor told me it was a great place to start, so I decided to join.

I started in March 2025, aged 19, as a receptionist at Novotel Milano Malpensa Airport, and sometimes I also do a shift at the ibis across the street. I was the youngest on the team – I work with people who are twice my age, I could be their son – but my age has never been a problem. From day one, my colleagues were good to me and taught me well, and I am growing, personally and professionally, alongside people who feel like family.

We are just 10 minutes from Milan Malpensa, one of the most important international airports in Europe, so every day we welcome guests from every corner of the globe – I have even discovered new countries through this job; it’s fantastic! The company also gives us the opportunity to take courses with other Heartists® and to travel to hotels across the group. I love meeting people and talking to them; for me, that is the best thing about hospitality.

In this type of work, you need to know how to manage both good and bad situations: take a deep breath, stay calm and polite, and be as friendly as possible. That is one of my strengths – I can connect with people whatever their age or nationality – and I always try to do my best for customers and colleagues.

My proudest moment was when I was given new responsibilities. I now handle contracts with the airlines we work with, which means talking to people on the other side of the world, and I look after the airline crews who stay with us. It is the biggest responsibility I’ve ever had, in life and at work, and I think I’m doing pretty well.

Heartist® speaks for itself. I always try to put my heart into what I do, with customers and co-workers alike. Being a Heartist® is a lifestyle, not just a job: put your heart into everything you do – chase your dreams and follow your heart.

I was a bit nervous about entering a new world, but my advice to newcomers is: be yourself and enjoy the journey. It is a huge opportunity to develop as a Heartist® and as a person – it’s not just about work, but about what you learn and how you communicate with people.