F&B Reservations and Experience Coordinator

POSITION SUMMARY

 

Ladies and Gentlemen who embody the spirit of Nekajui, a Ritz‑Carlton Reserve, serving as curators of the guest’s gastronomic journey and the primary point of contact for all restaurant reservations and culinary experiences throughout the Resort and Residences. This role orchestrates with exceptional precision every dining request—ranging from restaurant reservations to private in‑residence experiences such as bespoke chef services, personalized BBQs, themed dinners, and exclusive villa setups—ensuring each interaction is crafted with anticipatory service and refined discretion.

The position maintains seamless, real‑time communication with Restaurants, Culinary, In‑Villa Dining, Guest Experience, Pre‑Arrival, and Residences Services, guaranteeing that all information shared with guests is accurate, current, and consistent. As the OpenTable champion, the role ensures optimal system accuracy, availability, and adherence to Reserve‑level standards. Through a sales‑through‑service philosophy, the role identifies tasteful opportunities for enhancements—premium seating, chef’s tasting menus, wine pairings, in‑residence experiences—maximizing revenue while preserving guest loyalty and the integrity of the Reserve experience.
With meticulous attention to detail, cultural sensitivity, and mastery of the art of welcome, this position transforms each touchpoint into a memorable, elevated moment, staying true to the sense of place and uncompromising standards of quality and continuous improvement that define Nekajui, a Ritz‑Carlton Reserve.

Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees; and serve as a role model.  Follow all company and safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards. Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Ensure adherence to quality 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.
 

 

PREFERRED QUALIFICATIONS

 

Education

• Bachelor’s degree in Hospitality Management, Tourism, Culinary Arts, or a related field is preferred, though not required.
• Additional certifications in luxury service, guest experience, or restaurant management are an advantage.

Experience

• Previous experience (1–2 years) in luxury hospitality, fine dining restaurants, guest experience coordination, or reservations management. 
• Experience managing culinary or in‑residence dining experiences, including private chef services or bespoke events.
• Prior use of OpenTable or other advanced reservation platforms, ideally in a high‑end or luxury environment.

Language Skills

• Full professional proficiency in English and Spanish, both spoken and written, enabling effective communication with international guests, department teams, and Residence owners.
• Ability to switch languages fluidly depending on guest needs while maintaining elegance, clarity, and brand‑appropriate tone.

Skills & Technical Strengths

• Strong proficiency in Opera, GXP, Microsoft 365, and digital communication platforms. 
• Basic skills in design or visual‑creation tools (e.g., Canva, Adobe Illustrator, or light photo editing) to support the creation of simple materials, mockups, or content drafts when needed.
• Familiarity with luxury hospitality standards, Forbes service principles, and personalized guest experience methodologies.
• Ability to communicate effectively with Culinary, IVD, Residences, and Guest Experience teams, demonstrating cross‑departmental agility.

Luxury Service & Personal Attributes

• Demonstrated ability to deliver anticipatory, personalized, and emotionally engaging service consistent with the Reserve philosophy.
• Strong cultural awareness and the ability to interact gracefully with high‑profile guests, Residence owners, and international travelers.
• High level of poise, emotional intelligence, and discretion when managing sensitive guest information or special requests.

 

 

CRITICAL TASKS

 

Guest Relations

• Direct point of contact: Serve as the primary face and voice for all restaurant reservations and Food & Beverage inquiries, ensuring timely, warm, and accurate responses that reflect the Reserve’s service philosophy. 
• Comprehensive reservation management: Coordinate and confirm all dining reservations (breakfast, lunch, dinner, bar), including table preferences, service pacing, special occasions, and dietary restrictions, ensuring absolute precision in every detail. 
• Residences culinary experiences: Manage and orchestrate all in‑residence culinary experiences—private chef services, bespoke BBQs, special dinners, and exclusive villa setups—from initial request through flawless execution, aligning expectations with Culinary and In‑Villa Dining (IVD) teams. 
• 360° seamless communication: Ensure clear, real‑time communication with Restaurants, Culinary, IVD, Guest Experience, Pre‑Arrival, and Residences Services so that every department receives complete, accurate, and actionable information. 
• Personalization & anticipatory service: Identify and anticipate guest preferences, allergies, and special needs; record essential information in guest profiles to personalize both current and future visits in accordance with Reserve standards. 
• Proactive follow‑up: Provide elegant and timely follow‑up on celebrations, dietary needs, custom menus, or private Residence experiences, confirming logistics (timing, mise en place, requirements) and closing the service loop with a thoughtful acknowledgment. 
• Impeccable information management: Ensure all outgoing information (emails, messages, confirmations) is accurate, updated, and consistent with current restaurant and Residences offerings. 
• Operational alignment: Maintain continuous communication with Guest Experience and Pre‑Arrival teams to align expectations, anticipate demand peaks, and ensure a seamless guest journey before, during, and after the stay. 
• OpenTable champion: Lead the use, accuracy, and optimization of OpenTable, including availability updates, blocks, notes, tags, and waitlist management, ensuring clean data, precise timing, and balanced seating distribution. 
• Sales through Service: Identify enhancement opportunities—premium seating, chef’s tasting menus, wine pairings, villa dining experiences—to elevate the guest experience and contribute to revenue while preserving loyalty and staying true to the Reserve essence. 
• Inclusive and dignified service: Provide safe, elegant, and respectful assistance to guests with disabilities or special needs, following property accessibility guidelines and ensuring comfort, dignity, and care at all times. 

Communication

• Communicate with clarity, warmth, and professionalism across all guest interactions—whether in person, by phone, email, or digital messaging—ensuring every touchpoint reflects the standards of Nekajui, a Ritz‑Carlton Reserve. 
• Provide accurate and timely information regarding restaurant availability, culinary offerings, private in‑residence experiences, dietary accommodations, and special arrangements, ensuring guests feel supported and well‑informed. , 
• Maintain real‑time communication with Restaurants, Culinary, In‑Villa Dining, Guest Experience, Pre‑Arrival, and Residences Services to ensure seamless coordination of reservations and experiences. 
• Document and relay all relevant guest details, including preferences, allergies, special occasions, and personalized requests, ensuring flawless execution by all departments involved. 
• Utilize proper telephone etiquette—answering promptly, greeting by name when possible, and closing conversations gracefully—while ensuring accuracy in transferring, messaging, and follow‑up.
• Prepare and review internal notes, confirmations, and communications (e.g., reservation summaries, daily handover reports) with meticulous attention to detail to ensure accuracy, consistency, and alignment across departments. 
• Communicate complex or delicate information with discretion, diplomacy, and emotional intelligence, maintaining the privacy, dignity, and trust of every guest. 
• Support colleagues by sharing relevant updates quickly and accurately, ensuring smooth transitions between shifts and operational continuity at all times. 
• Adapt communication style to suit the needs of each guest—executive travelers, families, residence owners—while preserving the Reserve’s tone of elegance and authenticity. 

Reservations

• Manage all restaurant reservations with exceptional accuracy, ensuring correct party details, preferred dining times, seating preferences, and any special notes are properly captured and updated in the system. 
• Serve as the primary point of contact for reservation‑related inquiries, confirmations, modifications, and last‑minute adjustments, offering clear guidance and luxury‑level service at every moment.
• Act as the OpenTable champion for the property—maintaining system accuracy, optimizing seating capacity, updating availability in real time, and ensuring all tags, notes, and blocks reflect operational and culinary needs. 
• Record and communicate guest preferences, allergies, special celebrations, and VIP notes to all relevant departments to guarantee a seamlessly personalized dining experience. 
• Coordinate private dining and in‑residence culinary experiences by capturing detailed requests (menu style, pacing, mise en place, dietary restrictions) and ensuring accurate execution by Culinary and In‑Villa Dining teams.
• Maintain proactive communication with Guest Experience and Pre‑Arrival to confirm reservations, anticipate special needs, and prepare for upcoming arrivals or high‑impact guest stays.
• Ensure timely and elegant confirmation of all bookings through email, telephone, or messaging, maintaining consistency, clarity, and accuracy in all guest‑facing communication.
• Monitor reservation patterns, forecast demand, identify high‑traffic periods, and communicate insights to Leadership to support staffing, preparation, and guest flow management.
• Provide guidance to guests on availability, alternative dining options, waitlist procedures, and concept recommendations when preferred times are unavailable—all with empathy, finesse, and a solutions‑oriented mindset.
• Uphold strict confidentiality and data integrity, ensuring that guest profiles, preferences, and reservation details are handled with discretion and in compliance with brand standards.

General Food and Beverage Services

• Monitor the flow and readiness of all restaurant dining areas to ensure appropriate seating availability, smooth turnover, and alignment with service pacing communicated by the Culinary and Service teams. 
• Support the overall Food & Beverage operation by coordinating real‑time updates between Restaurants, Culinary, In‑Villa Dining, and Guest Experience to maintain seamless delivery of all gastronomic experiences.
• Uphold the Reserve philosophy by ensuring that all touchpoints—guest arrival, escorting to tables, confirming preferences, and final farewells—reflect the highest level of hospitality and personalization. 
• Maintain cleanliness, order, and presentation at the host stand and adjacent service areas throughout the shift, following the clean‑as‑you‑go principle to support the overall ambiance and operations. 
• Communicate special meal requirements, allergies, dietary needs, or culinary preferences to Culinary and Service teams to ensure flawless execution and guest safety. 
• Assist Food & Beverage teams as needed during peak periods—greeting guests, supporting table assignments, or coordinating updates—helping maintain smooth operations during high‑demand sequences. 
• Report guest incidents or operational concerns promptly to Leadership and follow all required procedures to protect guests, colleagues, and the integrity of the operation. 
• Ensure that all service actions reflect the Reserve’s commitment to elegance, consistency, and meaningful guest engagement, reinforcing the elevated dining identity of Nekajui.

Marketing & Brand Collaboration

• Partner with the Resort’s Marketing department to coordinate photoshoots, video sessions, and other visual‑content initiatives requiring Food & Beverage setups, ambiance curation, or representation of culinary experiences.
• Ensure all visual representations —including table settings, décor, menus, amenities, and experiential moments— authentically reflect the elegance, precision, and sense of place of Nekajui, a Ritz‑Carlton Reserve.
• Support the collection of accurate and timely information for marketing campaigns, social media content, digital publications, and storytelling related to restaurant offerings, special events, seasonal menus, or bespoke in‑residence dining experiences.
• Serve as a key liaison between Restaurants, Culinary, In‑Villa Dining, Residences Services, and Marketing to maintain message alignment and operational accuracy across all visual and written communications.
• Contribute creative ideas that enhance the visual identity and storytelling of Food & Beverage experiences, ensuring consistency with brand standards and the Reserve philosophy.

Assists Management

• Support Leadership by communicating guest needs, preferences, and special requests clearly and promptly to ensure alignment across Restaurants, Culinary, In‑Villa Dining, Guest Experience, and Residences Services. 
• Assist management in training and onboarding new Ladies & Gentlemen on reservation protocols, communication standards, OpenTable usage, and the service philosophies of Nekajui, a Ritz‑Carlton Reserve. 
• Provide ongoing feedback to Leadership regarding operational opportunities, guest trends, and process improvements to enhance the consistency and quality of the gastronomic experience.
• Support scheduling and service planning by offering insight into reservation patterns, guest flows, and anticipated demand, ensuring departments are well‑prepared for peak periods and special needs.
• Act as an extension of Leadership by role‑modeling professionalism, elegance, and anticipatory service, reinforcing the standards and values of the Reserve in daily operations. 
• Assist in ensuring departmental compliance with quality assurance, safety, and operational standards, reporting concerns and collaborating with Leadership to maintain service excellence.
• Perform additional tasks or special projects assigned by management to support the continuous elevation of the Food & Beverage and Residences culinary experience. 

Working with Others

• Foster strong, respectful, and highly collaborative relationships with all Ladies & Gentlemen across Restaurants, Culinary, In‑Villa Dining, Guest Experience, Pre‑Arrival, and Residences Services, ensuring flawless coordination of dining and in‑residence experiences. 
• Work in genuine partnership with colleagues, offering support, sharing updates, and anticipating operational needs to achieve a unified and seamless guest journey across the entire Food & Beverage ecosystem. 
• Demonstrate diplomacy, emotional intelligence, and discretion when handling sensitive guest information or complex interdepartmental situations, ensuring trust, alignment, and smooth execution. 
• Collaborate closely with Culinary and IVD teams to translate guest preferences, dietary requirements, and personalized requests into actionable details that guarantee flawless outcomes. 
• Support and uplift fellow Ladies & Gentlemen by maintaining a spirit of teamwork, kindness, and professionalism, contributing to a positive work environment that represents the Reserve philosophy. 
• Participate actively in pre‑service briefings, cross‑departmental huddles, and communication loops to ensure consistency, accuracy, and alignment of all guest‑related information. 
• Handle disagreements or challenges collaboratively and constructively, always prioritizing the guest’s experience and the integrity of the Ritz‑Carlton Reserve brand. 
• Offer assistance beyond the immediate scope of the position when needed—welcoming guests, supporting host stand operations, or assisting with in‑residence logistics—to ensure service excellence across the division. 

Quality Assurance/Quality Improvement

• Comply fully with all established quality assurance standards for Food & Beverage, ensuring every reservation, communication, and guest interaction meets the expectations of Nekajui, a Ritz‑Carlton Reserve. 
• Ensure absolute accuracy and consistency in all information shared with guests—including restaurant availability, culinary offerings, in‑residence experiences, and special arrangements—verifying that details are current and aligned with operational capabilities. 
• Conduct ongoing reviews of OpenTable data, notes, tags, confirmations, and operational logs to confirm precision and identify discrepancies or areas requiring refinement.
• Monitor the execution of guest requests (dietary preferences, celebrations, in‑residence setups, timing coordination) to ensure all departments deliver at the expected Reserve level.
• Identify opportunities for improvement in communication flow, reservations accuracy, coordination processes, and guest‑facing documentation, escalating or recommending adjustments as needed. 
• Support leadership by championing service consistency, ensuring that all Ladies & Gentlemen involved in the guest’s culinary journey understand expectations, standards, and any updates relevant to F&B operations.
• Maintain a proactive mindset of continuous improvement, aligning daily practices with the evolving needs of guests, internal departments, and the Reserve brand’s ongoing pursuit of excellence.

Greeting and Seating

• Welcome each guest with genuine warmth, refined professionalism, and personalized recognition, using their name whenever possible and embodying the Ladies & Gentlemen philosophy of Nekajui, a Ritz‑Carlton Reserve. 
• Assess party size, preferences, and any special requirements (dietary needs, celebrations, accessibility, preferred ambiance) to determine the ideal seating arrangement that aligns with guest expectations.
• Guide guests gracefully to their table, ensuring a smooth, elegant transition through dining spaces while maintaining the Reserve’s refined ambiance and sense of place. 
• Ensure each table is properly set, clean, and fully prepared—including menus, napkins, silverware, and any personalized amenities—prior to seating a guest. 
• Apply station rotation principles and real‑time floor awareness to balance seating distribution, support the service rhythm, and maintain synergy with Restaurant and Culinary teams. 
• Clearly communicate any special requests or guest details (allergies, pacing preferences, celebratory occasions) to Service and Culinary teams to ensure flawless execution. 
• Manage the arrival flow—whether walk‑ins, expected reservations, or guests arriving early or late—ensuring all transitions remain controlled, elegant, and consistent with the Reserve experience. 
• Offer sincere, gracious farewells, thanking guests for dining with us and reinforcing the warmth and hospitality of Nekajui. 

Safety and Security

• Report immediately any work‑related accident, injury, or unsafe condition to the manager or supervisor to ensure timely response and proper documentation. 
• Identify, correct, or promptly report any unsafe work practices, hazards, or conditions to Leadership or Safety & Security personnel, supporting a proactive safety culture. 
• Follow all property‑specific emergency procedures, including evacuations, medical emergencies, and natural disaster protocols, ensuring calm and professional execution in every scenario.
• Adhere to company and departmental safety and security policies to maintain a clean, safe, and secure environment for guests, Residents, and Ladies & Gentlemen. , 
• Use all equipment properly, wear required PPE, and apply correct lifting and handling techniques to prevent injuries and ensure safe daily operations. 

Policies and Procedures

• Adhere at all times to all company, departmental, and property‑specific policies and procedures, ensuring consistency, compliance, and operational excellence across all guest‑facing and back‑of‑house interactions. 
• Uphold the confidentiality of guest information, proprietary materials, internal communications, and any sensitive operational data, protecting both the privacy of our guests and the integrity of the Resort. 
• Maintain an impeccable personal presentation, including uniform, grooming standards, and name tag, in full compliance with Ritz‑Carlton Reserve guidelines and in alignment with the brand’s expectations of Ladies & Gentlemen. 
• Protect and handle all company tools, equipment, systems, and assets responsibly and according to established procedures to prevent loss, damage, or misuse. , 
• Follow all operational and departmental protocols related to reservations, communication standards, service procedures, and guest experience delivery, ensuring the highest level of consistency and accuracy in every touchpoint. 
• Perform any additional duties or reasonable tasks assigned by Leadership, supporting the broader success of the Food & Beverage division and the Resort’s holistic guest experience. 

Physical Tasks

• Ability to stand, walk, or move consistently throughout the shift to ensure seamless coordination of restaurant reservations, guest greetings, and communication with operational departments. 
• Capacity to reach above the shoulders and below the knees, including bending, twisting, and controlled movements required for accessing menus, materials, and guest‑facing resources. 
• Perform light physical tasks such as lifting, carrying, pushing, or pulling items up to 10 pounds (e.g., menus, station supplies, guest amenities) while following correct lifting procedures. 
• Maintain continuous mobility to support communication with Restaurants, Culinary, In‑Villa Dining, Guest Experience, and Residences Services, ensuring timely follow‑up and service flow.
• Move gracefully and safely through guest areas, maintaining the refined physical presence expected of Ladies & Gentlemen serving in a Ritz‑Carlton Reserve environment.
• Operate within the property’s safety standards by using proper techniques, minimizing strain, and adhering to all procedures that ensure personal safety and the safety of colleagues.

 

 
Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.

 
Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.

 
In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.