Lobna’s journey as a Guest Relations Manager at Mövenpick Resort

Every career path has its twists and turns, but sometimes life leads you exactly where you’re meant to be. For Lobna Laajimi, that place is hospitality at Accor. 

Starting her journey in international business and media, Lobna discovered a passion for human connection and creating memorable experiences, a passion that found its perfect home when she became a Guest Relations Manager at Mövenpick Resort & Marine Spa Sousse.

Through dedication, empathy, and a love for people, Lobna has transformed her skills into meaningful moments for guests, proving that hospitality isn’t just a job, it’s a calling.

How did your career journey lead you to hospitality?

"I began my career in international business, working as an International Sales Representative and Team Leader. I later explored the media industry, where I represented festival events in front of large audiences. 

These experiences helped me develop strong communication skills, a deep understanding of customer behaviour, and the ability to perform confidently in dynamic environments.

But life often surprises us. Destiny led me to the world of hospitality, and from the moment I stepped into it, I felt an immediate and unexpected connection, as if I had finally found the place where I truly belong."

What was your first experience in hospitality like?

"My first step into hospitality came through a role as a Guest Relations Manager. From day one, I brought with me the skills I had built in client service, leadership, and problem-solving. 

The transition felt natural, and I quickly realised how well my background complemented the fast-paced, people-first nature of hospitality.

Now, with just one year in the industry, I can confidently say I’ve found my calling. I’ve grown quickly, made a meaningful impact, and feel more connected to this field than ever before."

What makes working at Accor special to you?

"What I love about Accor is that it represents one of the most iconic and respected names in global hospitality. Joining Accor opened the door for me to truly understand the depth and richness of this industry. Being part of such a renowned group is more than an opportunity — it’s a privilege.

I feel proud to contribute to a brand that celebrates excellence, innovation, and genuine human connection. Accor’s culture empowers you to bring your true self to work and make a difference every single day."

What inspires you most about hospitality?

"I admire how hospitality has the power to create meaningful, emotional experiences. It’s an industry built on care, empathy, and connection, where every interaction is an opportunity to make someone feel welcome, understood, and valued.

Hospitality is, at its core, about people. As a Guest Relations Manager, I find immense joy in being part of that mission, creating moments that make a real difference in someone’s day."

Can you share one of your proudest moments as a Guest Relations Manager?

"One of my proudest moments is receiving personal recognition from guests. Many have mentioned my name in reviews on TripAdvisor and Google, thanking me for my service before even leaving the hotel.

It’s incredibly rewarding when returning guests ask for me by name, or when new guests arrive saying, “Are you Lobna? We saw your name in the reviews!” Those moments of appreciation remind me why I do what I do, to create genuine, heartfelt connections."

What does being a Heartist® mean to you?

"Being a Heartist® means being a proud ambassador of Accor’s values, care, passion, and genuine hospitality. It’s about going beyond simply doing a job; it’s about delivering service with heart and authenticity.

For me, being a Heartist® is about making every guest feel special, going the extra mile, and taking pride in creating experiences that last long after check-out."

What advice would you give to those starting out in hospitality?

"Be genuine and approachable. This industry is all about people, so kindness and attentiveness go a long way. Don’t be afraid to step out of your comfort zone, take initiative, and learn from those around you.

Every interaction is an opportunity to make a positive impact, so approach your work with passion and patience. Embrace challenges, listen carefully, and remember that the smallest gestures often create the biggest smiles."

Why every Guest Relations Manager can make a difference

Lobna’s journey is a shining example of how passion and purpose come together in hospitality. 

At Accor, we believe in empowering Heartists® like Lobna to grow, thrive, and make their mark in an industry built on connection and care.

Ready to start your own journey as a Guest Relations Manager? Explore our latest opportunities and discover how you can grow your career.