Name: Imarwati I.
Position: Housekeeping Attendant
Hotel: Sheraton Surabaya Hotel & Towers
Dream destination: Batu, Malang, Indonesia
Drink or treat of choice: Coffee milk is my favorite companion to start the day right

Many of us who choose a career in hospitality find joy in creating moments of comfort for others. For Imarwati, or “Imar” as her team fondly calls her, that is not only her work ethos, but also a source of pride and joy in what she does. After 23 years as a housekeeping attendant at the Sheraton Surabaya Hotel & Towers, she’s become a cornerstone of the team.  

“I enjoy creating spaces where guests can relax and feel welcome. It may sound simple, but there’s pride in every corner I clean because to me, it shows the care and teamwork that make Sheraton Surabaya special,” she says.

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In her two decades at Marriott, Imar’s journey hasn’t been without challenges, but she approaches each one with determination and gratitude. “My biggest challenge is communication. Because I’m hearing impaired, it can take more time to understand instructions or learn new ways to operate equipment,” she says.

But she’s quick to share the credit for her success with a team of colleagues and leaders who work side by side with her, making sure communication is clear and everyone feels supported. To her, this is a culture built on respect and genuine friendship.

Imarwati’s journey is a reminder that when inclusion is part of everyday life, it doesn’t just empower individuals, it strengthens the entire team and makes our hotels feel like home for everyone. Keep reading to learn more about Imarwati’s journey and her best advice in her own words. 

What keeps you motivated?

My team is always there for me as they explain things patiently, use gestures, and make sure I feel supported. Their kindness keeps me motivated to give my best every day.

“Ability is not about what we lack, but how much heart we put into what we do.”

Imarwati, housekeeping attendant

What does feeling supported and included at Marriott look like for you?

From the beginning, I’ve never felt different or left out. My managers and teammates treat me with understanding and respect. We work together, laugh together, and celebrate together especially during Associate Appreciation Weeks and TakeCare events. That’s when I truly feel that sense of belonging and family.

What is a misconception about people with disabilities that you’d like to change?

That we can’t work or contribute like others. Everyone has their own strengths, and when given the right training and support, people with disabilities can perform just as well and make a meaningful difference.

What is a misconception about people with disabilities that you’d like to change?

That we can’t work or contribute like others. Everyone has their own strengths, and when given the right training and support, people with disabilities can perform just as well and make a meaningful difference.

How would you describe your work philosophy?

[Being hard of hearing] teaches me patience and gratitude. I may face challenges, but I never give up. I focus on what I can do and that gives me strength. Every day, I aim to show that ability is not about what we lack, but how much heart we put into what we do.

What would you say to someone with a disability who’s working toward their career goals?

Don’t give up, even when things feel difficult. Believe in yourself, stay passionate, and keep trying. If I can, you can too.

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