Guest Experience Expert

Role summary

Written by MyIslandJob from the job title and employer. See the employer's page for the full description.

The Guest Experience Expert welcomes guests, assists with check-in and check-out, handles requests, provides local information, resolves concerns, and helps create a smooth and memorable stay. Candidates should have strong communication and customer-service skills, a professional and friendly manner, good English ability, and confidence using hotel systems. Previous experience in front office, guest relations, hospitality, or a related field is helpful. The role requires flexibility to work shifts, weekends, and public holidays, attention to detail, teamwork, and the ability to remain calm while handling different guest needs.

About the employer

Aloft by Marriott Surabaya Pakuwon City is part of Aloft Hotels, Marriott International's modern, design-focused hotel brand. Aloft properties are aimed at contemporary travelers and typically combine stylish social spaces, technology-enabled services, music, and a relaxed atmosphere. The Surabaya hotel is located in the Pakuwon City area, one of the city's growing commercial and residential districts. Marriott International is a global hospitality company operating thousands of hotels and resorts across numerous brands and countries. Employees generally work in an international service environment with opportunities to develop skills in guest relations, hotel operations, and wider hospitality careers. The role offers exposure to Marriott service standards while working with both domestic and international guests.

Working in Indonesia

Indonesia is an archipelago with varied opportunities across Java, Bali, Lombok, Sumatra, Sulawesi, and other islands. Surabaya, on Java, is a major business and logistics center with jobs in hotels, restaurants, retail, manufacturing, education, and tourism. Bali and Lombok offer especially strong hospitality and resort opportunities, while Jakarta provides broader corporate careers. Indonesian culture values politeness, community, family, and respectful communication; English is useful in international hotels. Living costs vary, with Bali and Jakarta often more expensive than Surabaya. Foreign workers normally need employer sponsorship, an approved work permit, and the appropriate limited-stay work visa or KITAS before starting employment. Employers usually guide the process. Candidates should confirm salary, accommodation, transport, insurance, taxes, and relocation support directly with the hotel.