Before I joined hospitality, I was a flight attendant for five years, serving even the angriest passengers with a smile. That taught me the power of calm, patience, and genuine care – qualities I carry with me on the ground every day, and my smile is still my signature, from the skies of Iran to the front desk in Düsseldorf.  

Being a Heartist® means giving your best every day, from the heart, with kindness, care – and always, with a smile. To be a Heartist® is to remain thoughtful, be genuine, and make each moment matter. 

After studying business management in Iran and gaining experience, I became a senior flight attendant and later also a supervisor, with more than 2,000 flights in my logbook. The skies taught me precision, pressure, and compassion. Even with the most challenging passengers, a simple smile could make all the difference, and that became my silent promise to every guest.  

Moving to Germany wasn’t just a change of country, it was the start of a new, hopeful chapter after leaving a society that limited women’s freedom. I learned German up to C1 level and hoped to return to aviation, but without a German or EU passport, that door had closed. 

Hospitality found me. My partner, who grew up in Europe, reminded me: “If you could serve the angriest people in the sky, imagine how well you’d do with happy people on the ground.” I applied to several hotels, and when I walked into Mercure Hotel Duesseldorf City Center, I immediately felt welcomed with warmth and genuine kindness. I signed the contract on the spot and cancelled remaining interviews. This is how my journey with Accor began. 

Moving from Braunschweig to Düsseldorf was one of the hardest decisions of my life, but it was worth it. Within a year, I became a front office supervisor. I have never been late, even when unwell, because I believe in total commitment.  

Being a senior flight attendant and a Heartist® means living with intention. For me, it’s about composure, care and warmth, values I have carried from the skies of Iran to the lobby of Mercure. I believe deeply in Women. Life. Freedom –  not just as words, but as the foundation of the life I have built in Germany. 

Hospitality is a joint effort and my advice to newcomers is never underestimate the power of human connection. Be flexible, stay passionate, and remain true to yourself. Your heart – and your smile – are your strongest assets, and in this industry, they make all the difference. 

I remember one guest who was frustrated they had lost their luggage and just taking a few minutes to listen and empathise turned their day around. Moments like that remind me why I love hospitality. 

Sometimes, a simple ‘thank you’ from a guest is more rewarding than any award. These small interactions keep me motivated every day. 

And during my first week as front office supervisor, I faced a fully booked weekend with a VIP group. Managing the chaos and seeing happy guests at the end made me proud and confident in my role. 

I’ve learned that a heartfelt smile and a patient ear can transform someone’s day – and that’s the difference I aim to make with every guest.