I stumbled into the hotel industry by accident. I was looking for a job that would allow me to interact with people. It wasn’t a planned career path but after my initial contact with the industry, I felt it was an environment where I could be myself and I loved the fact that every day was different.

I work in reception and reservations, and my role has given me the opportunity to develop both operational and guest service skills. I learn something new almost every day. This job has given me a lot of confidence, taught me to stay calm in stressful situations, and shown me the importance of small gestures towards guests. Looking back, I see how much I’ve grown and how well I suit this role. I’ve built solid experience and assurance interacting with guests and working in a team, and I’m ready for greater challenges.

What I love most is that people truly matter here. At Accor, I feel I can do the job my way – with a smile, empathy and a simple, human touch. Heartist® values ​​are evident in my daily work: care, attentiveness and honesty. I love being able to create positive emotions and influence how someone begins or ends their day. This gives me immense satisfaction and personal fulfillment.

I can recommend this industry to anyone who enjoys people and draws energy from helping others. You can learn a lot here, but you can also give back a lot. The hotel industry is perfect for those who hate routine, as every day brings something new. It’s an industry where you can develop on many levels – from communication skills, to work organisation, to management. Every situation offers opportunities to learn and grow, and hospitality is full of diversity, where authenticity and openness are valued.

For me, being a Heartist® is about seeing the person first, and then the ‘guest’ or the ‘task to be completed’. It’s about honesty, thoughtfulness, and simple kindness. And about doing something not because you have to but because you truly want to help. Being a Heartist is about being yourself and acting from the heart, and is how I approach guests, colleagues and everyday tasks. These moments can matter a lot to someone. This is incredibly gratifying for me, and I get great satisfaction from this role.

I’m most proud when guests come back and say they felt special thanks to personal service or simply thank me for my help. Such a genuine ‘thank you’ is the most rewarding part of the job and something that stays with me for a long time. Every positive review, a smile from a guest, or recognition from the team is a signal to me that what I do is worthwhile.

My advice to newcomers is don’t stress, ask questions, learn, be yourself, and don’t be afraid to make mistakes – everyone was a beginner at some point, and no one expects perfection from day one. A good attitude, openness, and a willingness to help are key. The rest will come with time – and faster than you think.