Hospitality is a work of heart.
People are the heart of hospitality

Hospitality is a people business and it matters because it has heart. Heart of Hospitality celebrates the moments and lives of people who make this industry so special – our Heartists®, the world of hospitality and beyond, curated by Accor.

Those who work in the industry do so for many reasons, most commonly because they simply like people. They care about the craft, the experience and the service because it matters. It matters to our guests and therefore it matters to us.

Hospitality is the epitome of diversity, bringing together people from all backgrounds, from all walks of life, from all over the world. It is an industry full of passionate, creative and talented people some of whom have worked in the industry their entire life, others who fell into the sector and fell in love with it. Whatever their background, their stories are connected by their talent, love and care for what they do.

Here we celebrate their work, their stories, their heart.

Meet our Heartists® and people from the industry
Heart of Hospitality Stories & Podcast

It’s not a job, it’s a way of life, it is in our DNA.

Vanessa van der Vaart, General Manager at Novotel Den Haag City Centre
People who work in hospitality are custodians of experiences – we are the host of moments that matter and creator of future memories. We take this responsibility to heart and treat it with care because it matters.

The Heart of Hospitality Podcast Season 1 and 2 was hosted by Duncan O’Rourke, former CEO Northern Europe at Accor.

In this series, Duncan shared his stories and spoke with people from across the industry, some well-known, others known just to the guests they serve. Listen to the podcast as he gave voice to the people who are the true heart of hospitality.

Duncan O'Rourke

Former CEO Accor Northern Europe & Former Host Heart of Hospitality Podcast