I have never had any formal training in hospitality or catering; I joined Novotel (at the time it was Suite Novotel) in the breakfast service, and my passion was my only driving force.

By joining this hotel, I was able to benefit from all the training offered by the Accor group, first in service roles, and then in accommodation. These skills have served me both in my professional and personal life, and I was able to integrate easily and quickly into the hospitality industry.

I started my professional journey in 2009 in the breakfast service, where I learned the techniques of the job, supported and guided by my managers and colleagues. Driven by my passion, my goal was to ensure the smooth running of the service and focus on customer satisfaction.

Spotted by the accommodation manager, I was promoted in 2017 to join the reception team. I received on-the-job training, always supported by my supervisor and colleagues. Reception opened new horizons for me, and I was able to thrive even further.

What I love about Accor is the group’s international reputation and the values it promotes, which has allowed it to be a pioneer in the hospitality industry.

Heartist® for me means all the love I have for my job, and the most important thing is to love customer contact, as it represents 80% of our profession. I also learn a lot from our customers who come from different regions and countries. These people, who come for vacation and enjoyment, should feel at home. And that’s my goal every day: to bring pleasure.

To be honest, each day brings strong moments, whether positive or negative, but when I see the smile of a satisfied customer, I feel the happiness of the world and personal satisfaction.

My advice to new colleagues is to love what you do, be patient, because this job requires a lot of patience, and above all, have a team spirit.