I joined the hospitality industry in October 2007. My first job was a telephone operator at a  five star hotel. At the time, I was a student and needed a job that allowed me to work shifts, as I had to attend my university classes and it never crossed my mind that I would stay in hospitality for so long.

From October 2007 until 2009, I remained a telephone operator at the same hotel, working in the front office department. In 2009, I moved to housekeeping, where I took on the role of Housekeeping Assistant.

I held that position for some 11 years, until the end of January 2020, when I accepted the challenge of working at Accor as a Housekeeping Manager, even though the hotel was still under construction. This was truly testing because I had to organise everything from the rooms that now serve as storage areas to creating efficient procedures and training new staff.

I appreciate Accor’s strong commitment to quality, consistency and innovation across all its properties. The company values its employees and fosters a culture of diversity, inclusion and continuous development, which makes it a great environment to grow professionally.

I also admire how the brand focuses on sustainability and guest satisfaction — two essential aspects of hospitality today.

What I love about the profession in general is the opportunity to create memorable experiences for guests; attention to detail, empathy and service excellence make a real difference. Every day brings new challenges and chances to connect with people from across the world, which is exciting and fulfilling.

I would recommend hospitality to others because it is a dynamic and rewarding field that offers endless opportunities for growth. You learn valuable skills such as leadership, communication, organisation and problem solving, which are useful in any career.

Hospitality is also one of the few industries where you can make a difference to someone’s day; whether it’s through a clean and welcoming room or a thoughtful gesture, your work directly influences how guests feel. It’s a profession that keeps you active, motivated and constantly learning, while also giving you the chance to connect with people from all walks of life.

Being a Heartist® means putting my heart into everything I do, working with understanding, passion and genuine care for guests, colleagues and my environment. It means delivering not only efficient service, but also warm, personalised experiences that make each guest feel truly welcome and valued.

Being a Heartist® also means leading by example, inspiring my team through respect, a constructive attitude and the desire to go above and beyond expectations. Every clean room, every carefully arranged element reflects the core values of a Heartist – dedication, respect and the joy of giving.

Some of my highlights come from seeing the direct result of my work on both the guest experience and my team’s growth. One of my proudest achievements was successfully organising and leading the setting up of a new department, from selecting storage areas and suppliers to creating efficient procedures and training new staff.

Another highlight was achieving consistently high cleanliness and guest satisfaction scores, a reflection of our hard work and thoroughness. But more than numbers, what makes me most proud is mentoring team members and watching them grow into confident, skilled professionals. Knowing I helped create an affirmative, supportive work environment is incredibly rewarding.

My advice to new starters in hospitality is to approach everything with a positive attitude, a willingness to learn and a genuine passion for people. Hospitality is all about creating memorable experiences — and that starts with how you make others feel; even small gestures can have a big impact.

Do not be afraid to step out of your comfort zone. The sector is fast-paced and always changing, but that makes it exciting. Be adaptable, take the initiative and see every challenge as a chance to grow. Also, never forget the importance of teamwork – success in hospitality always comes from collaboration. Finally, stay humble and kind. Good energy is contagious and makes the workplace better for everyone, including the guests.