Head Of Housekeeping & Guest Experience

Hilton; Surabaya ꦱꦸꦫꦧꦪ; On-site; IDR 66,960,000 - 94,860,000; Full time

Benefits offered by this job

Fully remote work arrangement

Health benefits

Travel discounts

Job summary

Hilton in Surabaya is seeking a Guest Experience Expert to frontline hospitality. You will check in guests, handle payments, manage check-outs, and respond to guest requests while coordinating with Housekeeping to ensure room readiness.

This on-site, non-management position requires a high school diploma or GED and offers a competitive monthly salary with performance bonuses, health benefits, and access to exclusive travel perks.

Qualifications

• High school diploma or GED is required.
• No related work experience expected.
• No supervisory experience required.

Responsibilities

• Process guest check-ins by confirming reservations and issuing keys.
• Handle payments including room charges and cash or cards.
• Process check-outs and resolve late or disputed charges.
• Answer calls, record requests, and coordinate with housekeeping for readiness.
• Inform guests about local areas of interest and parking procedures.

Skills

Guest service mindset

Communication

Education

High school diploma or GED

Job description

Guest Experience Expert

Job Number:
Job Category: Rooms & Guest Services Operations
Location: Jalan Embong Malang 85-89, Surabaya Jawa 60261, Indonesia
Full Time
Located Remotely? N
Position Type: Non-Management
POSITION SUMMARY: Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Coordinate with Housekeeping to track readiness of rooms for check-in. Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed. Supply guests with directions and information regarding property and local areas of interest. Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Complete designated cashier and closing reports in the computer system. Cash guests' personal checks and traveler's checks. Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications. Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

• Education: High school diploma or G.E.D. equivalent.
• Related Work Experience: No related work experience.
• Supervisory Experience: No supervisory experience.
• License or Certification: None

Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. As a host with Marriott Hotels, you will help keep the promise of "Wonderful Hospitality. Always." by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy.

Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

• Competitive monthly salary and performance bonuses.
• Fully remote work arrangement, offering flexibility and work-life balance.
• Health and wellness benefits package.
• Opportunities for training and development in customer experience management.
• Access to exclusive travel discounts and perks.