After I got my baccalauréat, I started a vocational diploma in tourism, which did not inspire me. It was during an internship on a campsite that I discovered reception and outdoor hospitality – and that’s where my passion for hospitality started.  

I stayed for the summer and discovered an essential element of the sector – the unexpected. A week after I was hired at reception, the high season started and our director resigned. From that moment, complaints from clients multiplied. Then I understood that reception was the first port of call for guests, where they came to be listened to; to find solutions and reassurance.  

During that season, the complaints were never-ending. My mission was to welcome each dissatisfied client, listen to them and help them to the best of my ability. It was not easy; I quickly realised that clients can be stressed, demanding, irritated and sometimes even insulting or threatening. 

It is a difficult role and clearly not for everyone but for me it was a delight to be helpful, to play a role in the campsite, but most of all, to contribute directly to clients’ satisfaction. Each complaint represented a story, a complication, the opportunity to find a resolution and often to bring a smile to people’s faces. 

Over time, I recognised that to manage problems well, I needed to remain calm under pressure, to listen without judgment, to show that I will do everything in my power to solve the problem and to remember that complaints are not directed at me, it is my role turn clients’ frustration into satisfaction.  

At the end of the season, my bosses advised me to look for a place in reception at a traditional hotel and praised me for those strengths.  

After finishing my studies, having another internship in hospitality and beginning a new season at the camp, I started at ibis Douai Centre. Over 11 months, I was able to develop my skills in reception and to develop my versatility, which is an essential quality in hospitality and on reception – especially at an ibis, where teams are small and there are many tasks. The role also developed my team spirit, which reflects on the service we offer clients.   

Then I took a bachelor’s degree in Tourism Establishment Management, while working for a year as executive assistant at the ibis budget and ibis Styles Strasbourg Centre République. We were completing the opening of the ibis Styles Strasbourg Centre, and I was able to get involved in all that entailed, from establishing internal processes to creating teams; it was a real challenge for me to balance the opening while at the same time ensuring smooth operations and maintaining service quality at the ibis budget. 

This allowed me to be recognised for my strengths, and I was promoted to head of reception for both hotels; it was a great vote of confidence.  

My proudest and most memorable moments are without doubt the exceptional colleagues I have worked with, some of whom have become good friends. The shared laughter and mutual support have influenced my career and made it richer. 

Relationships with clients are at the heart of my profession; a human interaction that is genuine and often enriching. On reception we make connections, offer warmth, and show that we are attentive and available to transform their stay into a memorable experience. These are the qualities of a Heartist® and knowing this keeps me in the role.  

To anyone thinking of joining hospitality or wanting to discover reception, I say, do not hesitate! The role may not seem interesting, but you meet people from across the world, have the chance to enrich your culture and learn to manage many situations, from which you grow.  

I am proud of my progress and my experience, particularly at ibis, have allowed me to gain solid knowledge, professional maturity and a profound sense of my responsibilities. 

Accor offers many opportunities and that has inspired me to progress in my job. When I started working in Strasbourg, I fully understood what was possible with dedication, meticulousness and passion. The wonderful team at ibis Douai Centre was a springboard for me and thank you especially to my director Fanny and the whole management team at ibis budget & ibis Styles Strasbourg Centre with Antoine and Camille, who had faith in me. I have been able to develop in a healthy, welcoming and motivating environment, where the working culture has always been exceptional.  

Today, I lead two exceptional reception teams who are inspirational and thanks to them I continue to develop.