Human Resources Manager, Mercure Bucharest City Center (Romania)

Claudia Pojoranu

Claudia Pojoranu's story

In 2015, I was hired as a human resources specialist on the recommendation of someone who was working for an Accor hotel. I had no idea what hospitality was about and initially, I took the position temporarily, filling in for a colleague who was on maternity leave. After two years, my contract was extended indefinitely.

I was interested in HR because I love interacting with colleagues and guests, helping them, and I enjoyed exploring a field that was new to me; I was surprised by the energy and vibe of the sector and the numerous positive opportunities.

You never get bored in hospitality, the situations you face every day and the things you learn mean you never regret time spent at work.

As an HR manager in a hotel, my job entails a variety of responsibilities aimed at supporting our staff and ensuring smooth hotel operations. Key aspects of my role include recruitment and hiring from posting job openings to interviewing candidates and on boarding employees, ensuring we have a skilled and motivated team.

I organise and oversee training programmes for new hires and ongoing development for existing staff to improve their skills and performance, ensuring high service standards. I also conduct evaluations, provide feedback, and develop improvement plans.  I handle employee relations, mediate conflicts, and foster a positive work environment; maintaining good communication and high morale are top priorities.

As a Planet 21 Ambassador, I organise and implement CSR projects and events, promoting sustainability and community involvement. I contribute to the hotel’s strategic planning by aligning HR strategies with business goals, analysing workforce trends to make informed decisions.

Working at Accor has been a fantastic experience because the company provides extensive training and development programmes, allowing employees to grow and advance in their careers. Accor values diversity and inclusivity, creating a welcoming environment for employees from all backgrounds. This fosters creativity, innovation, and a sense of belonging.

Being part of a global company like Accor means having the opportunity to work with colleagues from around the world. This international exposure broadens my perspective and offers unique professional experiences.

The group has robust employee recognition programmes that acknowledge hard work and achievements. This makes me feel valued and appreciated for my contributions. The company also gives comprehensive benefits, wellness programmes, and a strong emphasis on work-life balance. This ensures that employees are well taken care of, both professionally and personally.

Accor embraces innovation and is always looking for new ways to improve and stay ahead in the industry, which keeps things exciting and engaging. Working at Accor is not just a job; it’s a rewarding journey filled with opportunities for growth, meaningful contributions with a vibrant community of professionals.

In 2017, I obtained my trainer diploma and one of the most memorable and rewarding experiences was leading the Heartist® programme, when I had the chance to connect deeply with my team, as I emphasised the importance of genuine, heartfelt service and how it impacts our guests’ experiences.

The positive impact of the training on both our employees and our guests was incredibly fulfilling. It reinforced the power of empathy, kindness, and genuine care in our daily contact with customers. The Heartist® training was not just a professional achievement for me; it was a transformative journey that deepened our team’s commitment to creating exceptional and heartfelt guest experiences.

Entering the hospitality industry is an exciting journey filled with opportunities for growth and connection. Embrace every chance to learn, whether it’s through formal training or on-the-job experience. Developing strong communication skills is crucial; it enables you to engage effectively with guests, colleagues and management, ensuring smooth interactions and exceptional service delivery.

Prioritise the guest experience by anticipating their needs and going above and beyond to exceed expectations. Building strong relationships with your team and colleagues fosters a supportive environment where collaboration thrives. Stay resilient and be adaptable to the dynamic nature of hospitality. Embrace diversity and inclusion as integral parts of enriching communication with guests and strengthening team dynamics. Above all, maintain a positive attitude and a dedication to deliver memorable experiences, as these qualities will set you apart in the hospitality industry.

If you are an active, energetic person who likes to talk to people, who puts passion into everything you do and you want to develop professionally, then your place is with us!

  • Claudia Pojoranu
  • Human Resources Manager
  • Mercure Bucharest City Center (Romania)

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