Finding a Home and Building a Career – William Surya

William arrived in New Zealand as a 17-year-old boy, but he never imagined it would become home.

When William Surya boarded a plane from Jakarta to New Zealand at just 17 years old, he was leaving behind everything he knew.

His family.
His friends.
His culture.

What lay ahead was an unfamiliar country, a new language, and a career path his parents believed would create opportunities he could never have imagined.

Nearly two decades later, William still reflects on that decision with gratitude.

“Coming to New Zealand changed my life.”

Today, William is Housekeeping and Cleaning Lead at SkyCity Auckland, helping oversee one of the country’s largest hospitality operations. His responsibilities stretch far beyond hotel rooms, leading operations across SkyCity Hotel, The Grand by SkyCity, Horizon by SkyCity, SkyCity’s restaurants, casino, Sky Tower, Theatre and the New Zealand International Convention Centre.

Together, it’s an operation of more than 900 hotel rooms and countless guest experiences every single day.

But long before the leadership title, William was simply an international student trying to find his place.

Finding a Home Away From Home

William graduated from PIHMS in 2007 with an Advanced Diploma in Hotel Management, but his New Zealand story began well before graduation.

His parents had encouraged him to study hospitality overseas, he had a love of food and wanted to be a chef. His mum put a brochure about PIHMS in front of him, believing it would open doors to a global career. They were right.

What they couldn’t have predicted was how completely New Zealand would capture their son’s heart.

“My homestay family became my New Zealand family.”

Arriving as a teenager was daunting, but William found warmth, kindness and encouragement from the people around him. His host family helped him settle into life in Taranaki, while PIHMS quickly became another place where he felt he belonged.

“The lecturers weren’t just teaching hospitality. They genuinely cared about helping us succeed.”

Life on campus also introduced him to something he’d never experienced before — living and learning alongside people from all over the world.

“I loved learning about different cultures. Kiwi, Māori, Pasifika and students from across the globe all became one family.”

Those friendships, combined with New Zealand’s welcoming culture, helped shape not only his career but the person he would become.

“Taranaki really is like no other.”

Growing Up at SkyCity

After completing his industry placements with SkyCity Auckland, William returned as a Senior Receptionist. He never really left.

“I often say I was born and grew up at SkyCity.”

Over the next 18 years, his career became a lesson in saying yes to opportunity.

He worked as a Night Auditor.

Then Night Manager.

Duty Manager.

Assistant Front Office Manager.

Front Office Manager at The Grand by SkyCity.

A Leadership Role with the iconic Sky Tower.

Rooms Division Manager.

And today, Housekeeping and Cleaning Lead.

Each role taught him another piece of the business. Each promotion expanded his understanding of leadership. Looking back, William credits PIHMS with giving him the confidence to keep taking those next steps.

“As an international student, PIHMS helped me believe in myself. It showed me strengths I didn’t even know I had.”

Leadership Isn’t About Having All the Answers

Ask William what leadership means today and he doesn’t talk about titles. He talks about people.

“I’m naturally a people pleaser.”

Early in his career, that meant saying yes to everything. Over time, he learnt that being a good leader sometimes means having difficult conversations and knowing when to say no. Today, his leadership philosophy is simple.

“Always make yourself available.”

Whether it’s a team member needing support or someone looking for advice, William believes giving people your time is one of the greatest signs of respect.

“If you respect people, they’ll respect you.”

It’s a lesson that’s guided him throughout his career and one he hopes to pass on to future hospitality leaders.

Moments You’ll Never Forget

Working in luxury hospitality means every day is different. Over the years, William has welcomed guests from every corner of the world, including global celebrities such as Katy Perry, Taylor Swift and Justin Bieber. One visit, however, stands above the rest. Hosting the Chinese Premier.

“It was a three-night stay, but we spent three months preparing for it.”

The planning, precision and teamwork required became one of the defining moments of his career.

“It showed me what hospitality is really about, every detail matters.”

Yet despite welcoming world leaders and international celebrities, William says some of his proudest achievements happened far away from hotel lobbies.

Buying his own flight home.

Buying his first car.

Winning SkyCity Employee of the Year in 2014.

Improving his English.

Making his parents proud.

“As their only son, making them proud means everything.”

Today, with young children of his own, family remains at the centre of his life. Whether travelling back to Indonesia or welcoming his parents to New Zealand, he makes sure those connections remain strong.

Hospitality Is Still About People

Technology continues transforming hospitality, but William believes one thing will never change.

“People still need people.”

Automation, robotics and AI are changing how hotels operate, but genuine care, empathy and human connection remain at the heart of exceptional hospitality.

“The people who combine great service with technology and business understanding will become tomorrow’s leaders.”

For William, that’s what makes hospitality such an exciting industry.

“No two days are ever the same.”

His Advice

For international students arriving at PIHMS today, William sees a world of opportunity waiting.

“This is your chance to discover who you are.”

His advice is to embrace every department, ask questions, learn from lecturers, build friendships and immerse yourself in New Zealand culture.

“Every experience teaches you something.”

Looking back at the 17-year-old who nervously stepped off a plane from Jakarta, William knows just how much life can change. Hospitality gave him a career. PIHMS gave him confidence. And New Zealand became home.