Driven by people: Zbigniew’s journey as a Guest Experience Manager

At Accor, every hotel story is written by the people who bring it to life. Zbigniew Brząkała, Guest Experience Manager at Rezydent Sopot MGallery Hotel Collection, shares how he found his place in hospitality and why every day on the front line continues to inspire him.

How did your career at Accor begin?

"I started in September 2019 as a receptionist at ibis Gdansk Stare Miasto. In my very first week, I met the Guest Experience Manager and realised immediately that this is where I wanted to be, working in hotels, with Accor. 

Reception seemed like the perfect starting point, offering a chance to learn the ropes and grow." 

How did your role change over time?

"When Covid hit, I moved to another property, which is now part of MGallery in Sopot. I started as a Housekeeping Manager but quickly realised I missed direct contact with guests. 

I switched to reception as a Supervisor, and a few months later became a guest experience manager. Being around people is my energy, it’s what makes this job meaningful."

Our teams, our customers, our hotels, and our environment are at the heart of our concerns. Find work with purpose with Accor. 

What does a guest experience manager do every day?

"My role is to lead by example. I show best practices to my fellow Heartists®, so everyone knows how to take care of guests, from the moment they make a reservation to check-out. 

I still spend time at the front desk because it keeps me connected with guests, and that face-to-face contact is priceless."

What advice would you give to someone new to the industry?

"Listen to Heartists® with more experience, they’ve learned lessons along their own journeys. Communication is everything. 

If you’ve agreed on something with a guest, make sure the team knows. It’s not just about doing your job; it’s about making the guest feel seen and cared for."

Why is this role exciting and rewarding?

"If you love working with people, this job is perfect. It’s busy, yes, but that’s part of the thrill. Every day is different, and you never run out of challenges or opportunities to learn. 

Seeing guests leave happy, knowing you and your team played a part in that, makes every moment worthwhile."

Guest experience manager jobs at Accor 

Being a guest experience manager at Accor is about creating moments that guests remember, guiding a team that thrives, and building a career full of variety and growth. 

If you love connecting with people, solving challenges, and seeing the impact of your work firsthand, this role could be your next step. 

At Accor, every Heartist® has the chance to shape experiences, lead with heart, and grow in a career that never stops inspiring.

Explore Guest Experience Manager roles at Accor and discover where your passion for hospitality can take you.