How Fabio, one of our Maître Ds, brings hospitality to life at Novotel Milano

At Accor, every role is a chance to make a real difference. Our maître d’ roles are at the heart of the guest experience, where every interaction matters and every detail counts. 

We spoke to Fabio Mascetti, Maître D' at Novotel Milano Malpensa, to hear how he turned a career in hospitality into a journey full of connection, growth, and unforgettable moments.

From kitchen to guest-facing moments

“After finishing my studies at the professional hotel institute in Saronno, I joined ibis Milano Malpensa as a chef. At first, I stayed in the kitchen because working face-to-face with guests felt intimidating. 

But one day, I decided to challenge myself and move to a guest-facing role, and I’ve never looked back. That moment taught me that stepping out of your comfort zone can open doors you never imagined.” 

Leading with heart in every service

“Being a maître d’ is about more than guiding service, it’s about understanding guests, anticipating their needs, and creating moments that leave them smiling.

I love the human connection in my role: helping guests feel at ease, offering advice on their orders, and making every meal a little more special.

At Accor, we call this being a Heartist®, putting your heart into your work and treating every guest as a person, not just a visitor.”

Turning challenges into smiles

“One evening, two guests were arguing in the restaurant, and everyone around was worried. By staying calm, reassuring them, and managing the situation with care, I was able to ensure everyone enjoyed their meal peacefully. 

Moments like this are what make being a Maître D' so fulfilling, knowing that your actions can turn a potentially stressful situation into a positive, memorable experience.”

Your guide to thriving in front-of-house roles

“Hospitality is challenging, but it’s also one of the most rewarding careers you can choose. If you enjoy connecting with people, solving problems, and creating moments that matter, a maître d’ role could be the perfect fit. 

Embrace every opportunity to learn, stay curious, and never underestimate the impact of the human touch. For those who love it, every day brings new challenges, growth, and satisfaction.”

Growing with Accor: A journey of opportunity

“Accor has been like a family throughout my journey. From the kitchen to front-of-house leadership, every step has been supported with guidance, training, and opportunities to explore new challenges. 

We are encouraged as Heartists® to grow, try new things, and embrace every moment of our hospitality careers, whether that’s managing a busy service or helping guests create a truly unforgettable stay. “

Lead with heart and make a difference

Being a Maître D' at Accor isn’t just a job, it’s a chance to lead with care, create experiences guests will remember, and grow in a supportive, global community. 

If you’re ready to make your mark, explore our maître d’ roles, hotel front-of-house careers, and Accor careers today. Bring your heart to work, and see where your hospitality journey can take you.