Guest Services Manager

JOB SUMMARY

 

Responsible for the successful functioning of the At Your Service operation while leading and coordinating Camp Nekajui experiences across the guest journey. The position ensures that all guest requests, service recovery opportunities, room service orders, additional item requests, directions, and follow-up needs are received, processed, tracked, and resolved professionally, promptly, and correctly. Guest requests and issues are monitored and analyzed to support continuous improvement, operational excellence, and exceptional guest satisfaction.

 

Leads the execution of the property's Expertise From The Start approach, ensuring guests begin their journey prior to arrival through personalized planning, expert recommendations, and meaningful engagement tailored to their interests, preferences, and travel purpose. The role oversees pre-arrival communications, guest preference gathering, itinerary coordination, and the effective communication of guest insights across departments to deliver highly personalized and seamless experiences throughout the stay.

 

Serves as the primary coordinator of the guest journey, partnering closely with Front Office, Recreation, Food & Beverage, Culinary, Spa, Housekeeping, Residences, and other operational departments to curate memorable experiences, activities, celebrations, and special arrangements that reflect the distinctive character of Nekajui and Peninsula Papagayo. The role ensures guest profiles, preferences, logistical requirements, itineraries, and special arrangements are effectively consolidated and shared across departments to support seamless execution and personalized service delivery.

 

In addition, the role provides leadership and oversight for Camp Nekajui, ensuring programming is engaging, educational, safe, and aligned with the property's Reserve positioning. Experiences are designed to foster discovery, connection with nature, cultural appreciation, creativity, environmental stewardship, and meaningful memories while maintaining the highest standards of luxury hospitality and service excellence.

 

The Manager is responsible for maintaining compliance with applicable Marriott standards, local regulations, safety requirements, and operational procedures related to guest services and Camp Nekajui operations, while continuously evaluating guest feedback, participation trends, and service performance to enhance the overall guest experience and support the property's quality and service objectives. 

 

CANDIDATE PROFILE 

 

Education and Experience

• High school diploma or GED; 2 years of experience in guest services, front desk, recreation, family programming, rooms operations, or a related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, Recreation, Education, Child Development, or a related major; no work experience required.

 

Language Requirements

• Advanced proficiency in English and Spanish, both verbal and written, required.
• Ability to professionally conduct guest correspondence, pre-arrival consultations, itinerary planning, service recovery, and operational coordination in both languages.

• Strong presentation, communication, and relationship-building skills with international guests, homeowners, travel advisors, and business partners.

   

  Preferred Experience

• Experience coordinating guest requests, service recovery, amenity delivery, activity reservations, or family-oriented guest experiences. This is recommended based on the At Your Service Manager responsibility for processing guest requests and tracking guest issues, and the Recreation Supervisor responsibility for registering, scheduling, and encouraging guest participation in recreation activities.
• Experience working with children, youth programs, recreation activities, luxury hospitality, or resort family programming. This aligns with the Recreation Supervisor duties related to recreation activities and the Marriott standard governing child/youth activity programs.
• CPR, Heimlich maneuver, and first aid certification, or ability to obtain certification as required. Associates working with children must be certified in CPR, the Heimlich maneuver, and first aid by internationally accepted associations or equivalent organizations outside the United States.

 

 

CORE WORK ACTIVITIES

 

Managing At Your Service Operations, Guest Journey, and Expertise From The Start

• Manages day-to-day At Your Service operations, ensuring quality standards, service excellence, and guest expectations are consistently achieved throughout the guest journey.
• Leads the execution of the property's Expertise From The Start approach, ensuring guests begin their journey prior to arrival through personalized planning, expert recommendations, and meaningful engagement tailored to their preferences, travel purpose, and interests.
• Oversees pre-arrival communications and planning processes designed to gather guest preferences, special occasions, activity requests, transportation needs, and vacation objectives to support highly personalized stays.
• Ensures pre-arrival communications connect guests with the expertise of Nekajui's Ladies and Gentlemen, providing destination knowledge, curated recommendations, and tailored experiences that reflect the unique character of Peninsula Papagayo and Costa Rica.
• Partners with property experts, Manzus, and operational departments to develop customized itineraries, activity recommendations, dining arrangements, celebrations, and special requests aligned with each guest's interests and travel style.
• Reviews guest profiles, reservation details, travel purpose, historical preferences, and previous stay information to identify opportunities for personalization, recognition, and experience enhancement throughout the stay.
• Oversees the development, consolidation, and communication of guest profiles, preferences, logistical requirements, itineraries, special arrangements, and experience reservations to ensure all departments are aligned and prepared to deliver seamless and personalized service.
• Ensures guest information, preferences, and experience arrangements are continuously updated and proactively communicated across departments to maintain alignment and consistency throughout the guest journey.
• Coordinates communication between Front Office, Recreation, Food & Beverage, Culinary, Housekeeping, Spa, Residences, Camp Nekajui, and other departments to ensure a seamless and personalized guest experience.
• Ensures all guest calls, requests, service recovery opportunities, room service orders, directions, and follow-up needs are received, processed, tracked, and resolved professionally, accurately, and in a timely manner.
• Maintains accountability for guest request tracking, service recoveries, follow-up actions, and experience coordination to ensure timely resolution and exceptional guest satisfaction.
• Identifies opportunities to surprise and delight guests through proactive engagement, thoughtful personalization, expert recommendations, and meaningful connections before and throughout the stay.
• Monitors guest feedback, satisfaction trends, participation levels, and operational performance indicators to identify opportunities for continuous improvement and enhanced guest experiences.
• Ensures communication standards, response times, service delivery expectations, and guest engagement practices consistently reflect the property's luxury positioning, Reserve philosophy, and service culture.
• Coordinates specialized guest arrangements, including Camp Nekajui participation, recreational experiences, wellness offerings, destination activities, celebrations, and other personalized experiences that enhance the overall guest journey.
• Ensures guest profiles, preferences, itineraries, logistical arrangements, and special requests are accurately consolidated and communicated across departments to support seamless execution and personalized service delivery.

 

Leading Camp Nekajui Programming and Family Experiences

• Leads the development, implementation, and continuous improvement of Camp Nekajui experiences for children and families.
• Curates resort-based programming that encourages discovery, adventure, creativity, environmental awareness, and connection to local culture.
• Serves as the steward of Camp Nekajui, ensuring all programming reflects the property's Reserve positioning, sense of place, environmental stewardship, cultural authenticity, and commitment to creating transformative experiences for families.
• Partners with operational departments to create engaging activities that reflect the unique natural beauty, biodiversity, traditions, and lifestyle of Peninsula Papagayo.
• Coordinates family-focused guest arrangements, including Camp Nekajui experiences, recreational activities, culinary experiences, wellness offerings, celebrations, and destination-based recommendations.
• Oversees activity calendars, reservations, participation tracking, supplies, equipment, and operational readiness.
• Designs experiences that strengthen family engagement and create memorable vacation moments.
• Supports the delivery of outdoor, educational, recreational, cultural, culinary, and sustainability-focused activities appropriate for different age groups.
• Monitors guest feedback and participation trends to continuously evolve programming and improve the family experience.

• Ensures all children's programming is delivered in accordance with safety requirements, local regulations, and applicable Marriott standards.

   

Managing Camp Nekajui Safety, Compliance, and Program Standards

• Ensures all Camp Nekajui activities, experiences, and family programming are conducted in accordance with applicable Marriott standards, local laws, safety regulations, and resort operating procedures.
• Maintains a safe, supervised, and welcoming environment for participating children through appropriate staffing levels, participant supervision, and age-appropriate programming.
• Oversees registration, sign-in and sign-out procedures, parental authorization requirements, participant records, and emergency contact documentation for all Camp Nekajui activities.
• Ensures parents or legal guardians receive clear information regarding activity participation requirements, safety expectations, operational guidelines, and emergency procedures.
• Establishes and maintains procedures for emergency response, medical incidents, severe weather conditions, wildlife encounters, evacuations, missing child situations, and other operational risks associated with resort-based activities.
• Oversees operational readiness and risk assessments for outdoor adventures, beach activities, nature exploration programs, culinary experiences, and family-focused resort activations.
• Ensures all activity areas, equipment, supplies, and recreational spaces are properly maintained, inspected, and operated in a safe condition.
• Partners with Loss Prevention, Human Resources, Recreation, Spa, Food & Beverage, Front Office, and other departments to ensure compliance with all requirements related to children's programming and family experiences.
• Ensures associates supporting Camp Nekajui possess required certifications, training, and competencies necessary to safely supervise children and families.
• Maintains procedures to appropriately manage allergies, dietary restrictions, medical considerations, accessibility needs, and special accommodations for participating children.
• Ensures all water-based, beach, and outdoor activities comply with established safety requirements, supervision standards, and operational controls appropriate to the activity environment.
• Monitors service delivery, guest feedback, operational standards, and family experience programming to ensure Camp Nekajui consistently reflects the property's luxury positioning, family experience standards, and service excellence expectations.

• Evaluates guest feedback, participation trends, safety observations, and program performance to identify opportunities for continuous improvement and enhanced guest satisfaction.

   

Managing Projects, Policies, and Process Improvement

• Implements guest recognition, personalization, and service excellence initiatives to support the property's luxury positioning and enhance the overall guest experience.
• Oversees systems, processes, and communication tools used to support guest journey management, pre-arrival planning, guest preferences, and service recovery programs.
• Ensures guest requests, service trends, operational opportunities, and feedback are accurately documented, tracked, and analyzed to support continuous improvement initiatives.
• Maintains oversight of guest journey documentation, preference management processes, and interdepartmental communication practices to ensure alignment and seamless execution across the resort.
• Evaluates operational performance, guest satisfaction trends, participation levels, and service outcomes to identify opportunities that improve efficiency, personalization, and overall guest satisfaction.
• Develops and implements process improvements that enhance responsiveness, communication, operational effectiveness, and the delivery of personalized guest experiences.
• Partners with operational departments to continuously refine guest engagement strategies, experience planning processes, and service delivery standards throughout the guest journey.
• Oversees financial and administrative responsibilities of the operation, including budgeting support, purchasing, invoice processing, and resource allocation, as applicable.
• Monitors Camp Nekajui supplies, equipment, activity materials, amenities, and operational resources to ensure readiness, inventory control, and compliance with established standards.
• Supports innovation and the development of new guest experiences, family offerings, and service initiatives that strengthen guest engagement, loyalty, and satisfaction.

• Establishes performance expectations, monitors results, and utilizes guest feedback, quality assurance findings, and operational insights to drive continuous improvement and elevate service standards.

   

Ensuring Exceptional Guest and Family Service

• Provides services that are above and beyond for guest satisfaction and retention. 
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. This is included in the At Your Service Manager descriptor.
• Identifies trends in guest and family issues for resolution. 
• Schedules and supervises staff to ensure prompt, friendly, attentive service and complete resolution of guest calls and requests. 
• Promotes a fun and relaxing atmosphere for guests in recreational activities and areas by expressing an upbeat and enthusiastic attitude. 
• Provides information to guests about available recreation facilities, activities, programs, lessons, amenities, and equipment

• Encourages and registers guests to participate in recreation and Camp Nekajui activities using the appropriate property method or system.

   

Leading and Developing the Guest Services and Camp Nekajui Team

• Uses interpersonal and communication skills to lead, influence, and encourage others while demonstrating honesty, integrity, and leading by example.
• Encourages and builds mutual trust, respect, and cooperation among team members. 
• Serves as a role model to demonstrate appropriate behaviors. 
• Understands employee positions well enough to perform duties in employees’ absence. 
• Ensures hourly employees are trained on company core values, job roles, responsibilities, and technical and service aspects of the job. 
• Assigns and ensures work tasks are completed on time and meet quality standards. 
• Collaborates with management to develop ideas, procedures, and goals to continuously improve department performance around guest and employee satisfaction.

 

Supporting Human Resource Activities 

• Assists in identifying developmental needs, coaching, mentoring, and helping others improve knowledge or skills. 
• Assists in recruitment, hiring, training, and orientation of department personnel. 
• Coaches and develops employees by setting expectations for continual improvement, providing challenging tasks, holding development discussions, and supporting development plans. 
• Collaborates with management to formally recognize hourly employees’ performance contributions. 

 

Additional Responsibilities

• Provides information to supervisors, co-workers, and team members by telephone, in written form, email, or in person. 
• Analyzes information and evaluates results to choose the best solution and solve problems. 
• Informs and updates executives, peers, and subordinates on relevant information in a timely manner. 
• Ensures department equipment is in proper working condition and department areas and storerooms are clean. 
• Performs departmental administrative duties and addresses complaints as needed. 
• Attends operational meetings as needed, including front office, operations, forecast, departmental, sales strategy, and pre-con meetings. The At Your Service Manager descriptor lists these examples of meetings.
• Performs other reasonable job duties as requested. 

 

 

 
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.