From Surabaya to the World: Four Points by Sheraton Surabaya, Pakuwon Indah Achieved 2022-2023 Marriott Awards in APEC and Global

Not one, not two, but FOUR wins at once:

“Highest GuestVoice Intent to Recommend”

“Highest GuestVoice F&B Satisfaction”

“Highest Property Member Enrollment”

“F&B Operation of the Year 2022”

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Meet the unstoppable team from Four Points by Sheraton Surabaya, Pakuwon Indah

Since the day they opened their front door in late 2019, they demanded to be seen. Through uncomplicated service excellence, little extras in mind, and every essential done right embedded to each and every member of the team, Four Points by Sheraton Surabaya, Pakuwon Indah continues to climb to the top.

On their third year, this hotel achieved valid recognitions by Marriott International such as “Highest GuestVoice Intent to Recommend”, “Highest GuestVoice F&B Satisfaction”, “Highest Property Member Enrollment” and “F&B Operation of the Year 2022”. All of these were driven by none other than extra effort from all layers. Achmad Syaifudin, Hotel Manager says “We always believe that sky is not the limit. Targets are just the bare minimum; we need to always put our mindset to go beyond the extra mile.” GuestVoice is a review platform where guests can send their honest scoring and feedback for each aspect of the hotel based on their true stay experience.

The Global ‘Marriott Select Brand’ Awards Winner: Hotel of The Year 2022

Just recently, Four Points by Sheraton Surabaya, Pakuwon Indah also received a prestigious award from Marriott, acknowledged as the best hotel under Four Points brand, globally. This achievement is purely gained by their high scores in GSS results. This focus has allowed the hotel to achieve Guest Voice score at 86.1 by YTD 2022 which moved up +3.9 pts from 82.2 YTD 2021. This also continuously brought up the ranker from rank 7 by end of 2021 to rank 5 by end of 2022 among 70+ Four Points brand in Asia Pacific, and seating as number one in APEC. As country performance, the ITR score has positioned Four Points by Sheraton Surabaya Pakuwon Indah as one Select brand with highest ITR after all luxury tiers in Indonesia. And ‘Elite Appreciation’ score seat on the number 1 amongst 60+ Indonesia Marriott hotels on top of those luxury tiers.

Achmad Syaifudin says, “As the belief of flawless execution from the basics to achieve stellar result, tailoring the guests experience was started from deep process of Pre-Arrivals, as our team motto is experience begins even before you step down the hotel’s entrance. Front Office team has maximized in following Marriott way in conducting pre-arrival by using GXP to get deep understanding about what guests truly needs during the stay at the hotel. From guest’s milestone, service requests pattern and any other personalized information.” He also believes that as important as the pre-arrival touch point, delivering their promise to all guests during their stay is crucial. All the strategy planned should be executed seamlessly to ensure guests have personalized experience.

“Many guests left comment that they felt being treated as our friends and family, with the vibes of the team friendliness. All the team members confidently live Four Points’s brand DNA. We are all straight forward, casual, sincere yet professional when it comes to engage and interact with guests. Connection is the key word of guest interactions, build trust and personalization. We believe, by the time we make guests leave our hotel satisfied, the more business will be generated for the hotel,” said Achmad Syaifudin in his closing statement.