What does it take to be a Shift Leader? Yuri Menel’s journey at Novotel Milano Nord Ca Granda

Curious about what a shift leader does and why this role matters so much in hospitality? Meet Yuri Menel, Shift Leader at Novotel Milano Nord Ca Granda in Italy. Yuri’s story shows how dedication, learning, and heartfelt passion can turn a trainee role into a rewarding leadership position.

Join us as we answer your questions about the shift leader role and share insights from Yuri’s inspiring journey.

What is the role of a shift leader at Novotel Milano Nord Ca Granda?

As a shift leader, Yuri plays a key role in managing daily hotel operations and supporting the front desk team. 

He ensures guests receive a warm welcome and smooth service, while also guiding his colleagues through busy shifts. 

The shift leader helps keep everything running seamlessly and makes sure guests feel truly cared for.

How did Yuri become a shift leader?

Yuri’s journey began 10 years ago as a trainee in the reception team. At first, he was shy and unsure about meeting guests’ needs. 

But through continuous learning, practice, and a passion for hospitality, he developed his skills. 

After an internship, he earned a permanent receptionist role and gradually took on more responsibility until becoming a shift leader.

What does Yuri enjoy most about being a shift leader?

For Yuri, the best part is connecting with guests. He loves hearing their stories and making them feel welcome, no matter where they’ve travelled from. The role also gave him the chance to improve his language skills, now including Spanish and Portuguese, helping him communicate and assist a wider range of guests. 

What does being a Heartist® mean to Yuri as a shift leader?

Being a Heartist® means going beyond the expected to make every guest feel special. Yuri sees it as being helpful and welcoming, even when language barriers arise. He takes pride in turning those moments into positive experiences that guests remember and appreciate.

How has working as a shift leader at Accor shaped Yuri’s career?

Over ten years, Yuri has grown not just professionally but personally. He describes Accor as a home where he can be himself and encourages newcomers to do the same. 

The support and opportunities he found helped him build confidence and find joy in hospitality.

What advice does Yuri have for those aspiring to be shift leaders?

Yuri’s advice is simple but powerful: always be yourself!

At Accor, we value the richness of the 120 nationalities, different backgrounds and stories that make us. 

Hospitality is about genuine connection, and authenticity shines through. Be open to learning, embrace challenges, and enjoy the journey of making every guest feel welcome. 

Is becoming a shift leader the right path for you?

Yuri’s story shows that the role of a shift leader is about leadership, connection, and growth. If you love meeting people, enjoy problem-solving, and want to guide a team in delivering excellent service, this role offers an exciting career path.

Ready to step into a shift leader role? Explore housekeeping opportunities at Accor and start your own journey of growth and hospitality excellence.