In the busy hotel lobby of the Four Points by Sheraton Surabaya, Pakuwon Indah, guests can always count on being greeted with the warm, infectious smile of Front Office Supervisor Jennifer Chenggish.

In her role, Jennifer arranges the pre-arrival details for every guest. According to Jennifer, teamwork has to start with “me.” By completing her tasks properly and understanding guests’ needs before they arrive, she enables her team to be successful — from the way the housekeeping team prepares rooms to the way front office associates check in guests. She keeps this team mindset throughout her day as she prepares for guest arrivals.

After a bout with Polio as a child, Jennifer was left permanently disabled. She has never let her disability slow her down or inhibit her ability to connect with her team or guests. Throughout her career, Jennifer has shown tremendous resilience and determination with her own motto, “it’s all about our mind and how we overcome things.”

Jennifer began her Marriott career at the Bulgari Resort in Bali in 2018 as a retail associate. She had no hospitality experience but enjoyed the opportunity to positively impact the guest experience. She soon moved to The Westin Surabaya on the pre-opening team where she expanded her training on all aspects of guest service.

Since arriving at the Four Points hotel, Jennifer has been able to fully live out her mission to exceed guest expectations and make a genuine connection with everyone she meets. She will find even the smallest gesture to make a large impact. During one of her shifts, Jennifer noticed a guest waiting in the lobby for her husband to arrive. She engaged in conversation with the guest and kept her company while she waited. Jennifer was then able to expedite the couple’s check-in process when the husband arrived. After check-out, the guest gave her a glowing review and recommended Jennifer for her sincerity and efficiency.

Though Jennifer’s primary focus is creating a pre-arrival experience the guests will love, she still finds time to promote Marriott Bonvoy among current guests. In one year alone, Jennifer enrolled 835 new members.

Jennifer fully embodies the “put people first” value at Marriott, saying, “It’s the same value I learned in my family growing up. I knew Marriott was where I was supposed to be because – it’s just me!”