At age 15 in the French education system you have to choose which career you are going to embrace. I had twice visited the culinary school and fell in love with it, and that is how I got into hospitality, even though no one in my family worked in the sector. The teachers were cool and the school was awesome; we had kitchens and two restaurants.

My first job was a four-month internship in the south of France, where a former colleague took over his family business and hired me. I used to do the lunch and dinner service at the restaurant, and worked on the front desk. It was exciting to be away from home, to be on my own and to meet new people; guests were different from those in Paris.

After that I did an apprenticeship, which was the first step towards being a full-time employee. I still had a lot to learn but my boss and I had different expectations, so it was not a great experience. I did two more years of apprenticeship in college, where I stayed for three years; I gained a professional licence in full hospitality and also did an international master’s degree in hospitality and catering.

An expert housekeeper is like a housekeeper but with more responsibilities. I manage the team of housekeepers and I run the service from opening at 06.00 until 14.30. I spend the first two hours planning the day’s work so that everyone knows what they have to do.

I like that Accor is a big group so there are lots of opportunities to evolve, usually in the hotel where you work, as well as within the group; you can move from one division to another. I worked in small businesses for my internship and apprenticeships, where you get paid well but you can’t progress much. With Accor, you feel you are integrated into the whole group; you can apply for training courses and programmes, and have other opportunities that money can’t buy. You can learn new things and try another service – I moved from front office to housekeeping.

I don’t see customers much because I am in the office all day but my colleagues who are on the floor do that. I liked being in contact with guests during my time in front office and during night shift, and I am now happy to be less customer facing – I am still working on their behalf.

I am really proud that since I joined the Pullman I have had five positions; I was receptionist, assistant night manager, night manager, housekeeper and now expert housekeeper. I have grown so much in three years, I am proud of myself, of the opportunities I was given, and that they trusted me. I am one of the few original members of the team and I hope the hotel is proud of me, too.

Being a Heartist® is like being part of the family, with knowledge of the hotel, Accor, the procedures, so that we can make guests’ stay as smooth as possible. Heartists know the business so well that customers can go pretty much anywhere and get the same service with the same spirit. Being a Heartist® allows me to be part of something that is much bigger than me and to see that there is a connection between all the hotels and the staff.

I have had guests who tell me they have been to the Pullman in Tokyo, that it was beautiful and the service is the same; they were happy with that, and that makes our job fulfilling, too.

Listen to what guests say and to the people who train us because that determines whether or not you are good at what you do. Pay attention, take notes; those basic things will make the difference. If you have expectations for your career in Accor, you have to pay attention and work hard, be interested in your work, and guests will feel that.