How Hospitality, Heart and Humanity are defining success at Accor

The Pulse of Hospitality

Having worked in the hospitality industry for the past 30 years, changes, especially those in perceptions and expectations within the sector, have certainly been on my mind.

Every 4 minutes, 1 talent is recruited by 雅高 . This is our reality: 330,000 diverse and talented personalities or Heartists? as we call them, work collectively each and every day to create more humane experiences. Simply put, humans who pour their hearts into offering heartfelt hospitality. These inseparable ideals are fundamental to our industry, Accor's heritage and our innovative value proposition for Heartists?.

It's no secret that, like many industries, hospitality has suffered from the global pandemic. But perhaps more singularly, it has managed to bounce back thanks to the value it brings each day to all involved.

For our Heartists?, it delivers the sense of purpose of providing guests what they value most: social interaction, connection and a sense of community that one seeks in the wake of social upheaval. At Accor, working with purpose is not just an ideal, it’s our reality.

A Culture of Learning and Opportunity

Our sector is constantly being challenged, and while attracting and retaining Talent remains an ongoing hurdle for us, it only pushes us to better understand and absorb societal changes. More than ever, employees value work-life balance, self-expression and learning opportunities as priorities. With millennials and Generation Z set to account for 75% of the workforce by 2025, this represents a decisive turning point for every business.

I firmly believe that it is our commitment, as employers, to respond to these new demands and expectations.

We do this by paying particular attention to personal and professional needs and desires, and by offering a high degree of flexibility. People are the driving force of our industry, and it's essential for us to ensure they feel valued.

One of the many things I love about my work is seeing in real time the effect of social empowerment and elevation. 60% of our Heartists? and 27% of our hotel General Managers have a high school diploma and no higher education.

We believe that diversity is not just cultural, but also socio-economic, which is why our corporate culture values drive over experience. We very often recruit on the spot, based on personality and connection, because ultimately, this is what contributes most to outstanding guest experiences.

I often think of my numerous encounters with Heartists? from my days in hotel operations. One that comes to mind is Baya CHABANE , now General Manager of the bustling Mercure Paris CDG Airport & Convention , having first met Baya over 15 years ago when she was just starting off her first role as General Manager. There are so many different career paths, and it's always delightful to witness each person's journey, years later, with big smiles on their faces and lots of stories to tell, just as Baya who has not lost an ounce of her bubbly energy! The personal journeys of our Talent highlight just how much of an impact we have had in building a culture of learning and growth opportunities at Accor.

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Our Heartist? culture draws on the willingness to learn of every single person we recruit. This is why we mentor, train and develop the skills of all our team members, regardless of their background. I'm proud to be part of a company which provided more than 6 million hours of training in 2023, with our RiiSE, Reveal Talent, HighPo programmes and so much more! Giving individuals the opportunity to develop their skills and expand their horizons is our strength. We see ourselves as a 'school of life', revealing and bringing to life your greatest aspirations.

Hospitality is a work of Heart!

What makes our industry different is our people, yet the hotel industry continues to be perceived as a top-down industry, actionable only at the highest level, and mirrored at hotel level. At Accor, we are aware that this is a misconception and that our business is built on solid foundations on which to forge experiences, ideas and ambitions.

Navigating the vibrant yet challenging world of hospitality requires not just skills, but also unwavering dedication and passion. Whether born from a lifelong dream or a recent awakening, all that matters is the heart you put into it.

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In recognition of this dedication, we've decided to join forces and take a step forward to give Heartists? their deserved recognition. To rethink the definition of hospitality through this enchanting, heartfelt experience.

In collaboration with the regions and brands across all divisions, we have developed a new EVP signature, under one common flag: "Hospitality is a Work of Heart", capturing the essence of being a Heartist? aligned with our Group’s core values, culture, and identity.

Aspiring to a double resonance, expressing the positive impact of and for our Heartists?, "Hospitality is a work of Heart" aims to resonate through every brand, from Sofitel to ibis to Fairmont, each adopting and adapting it with their unique flair.

Whatever you've done before, let Accor become the place where you can dream big, learn and grow. Join us to connect cultures with heartfelt care, become a Heartist?!