I transitioned into the hospitality industry after gaining experience as cabin crew in the airline industry. The transition felt natural to me because, as I often mention, whether it’s up in the air or on the ground, the essence of both industries revolves around providing exceptional service and ensuring the comfort of guests or passengers.

What drew me to hotels was the opportunity to cultivate my hospitality skills in a different environment while also being able to stay rooted in one place, alleviating the homesickness I experienced while constantly traveling. What I appreciate most about working in hotels compared to the airline industry is the sense of community and connection with guests that comes with being in a fixed location. Building relationships with guests and seeing the impact of excellent service firsthand is incredibly rewarding, making every day on the job fulfilling.

What I love about the hospitality industry and Accor is the commitment to creating memorable experiences for guests. The emphasis on genuine service, collaboration and a positive work environment truly sets it apart; and for me, the focus on continuous learning and growth opportunities adds another layer of fulfilment.

One of my proudest moments in hospitality was orchestrating a surprise for a mother and daughter who were celebrating the daughter’s birthday. Seeing the joy on her face when we made her day sparkle with a surprise made it truly special.

Being a Heartist® means embodying qualities such as being easygoing, professional and friendly with colleagues. It’s about collaboration, drawing on collective experience, and fostering a supportive environment.

For someone new to the hospitality industry, my advice would be to embrace every opportunity to learn, remain attentive to detail, and prioritise exceptional customer service. Build strong connections with colleagues and always be open to adapting and growing in this dynamic field.