Plaza (Lobby) Ambassador Job at Marriott Bonvoy (Nekajui Peninsula Papagayo)

Job Description

The Ambassador elevates the guest experience by orchestrating the unique arrival journey of Nekajui, a Ritz‑Carlton Reserve—a sequence that leads guests from the intimate welcome at the Casita, through the iconic Plaza centered around the ancestral Ceiba tree, and onward to La Casona, the heart of the property’s social spaces. This Lady or Gentleman activates and connects all guest-facing services throughout these areas, creating a seamless transition that reflects the warmth, culture, and rhythm of a traditional Costa Rican town.

Job Responsibility

Greet/Escort Guests: Warmly welcomes and escorts guests and residents through the distinct arrival spaces of the Reserve
Welcome & Arrival Rituals: Offers refreshing towels and hydration amenities
Escorts guests through the arrival pathway, sharing the story of the Plaza, the Ceiba, and the architectural concept
Thoughtful Guidance & Tailored Recommendations: Provides curated information and clear directions regarding property amenities, hours of operation, residential pathways, nature trails, dining spaces, and the unique cultural and natural offerings of the Guanacaste region
Escorting to Rooms or Residences: Introduces guests to their room or residence with elegance and clarity, highlighting essential features
Sense of Place & Personal Connection: May wear traditional Costa Rican attire to honor local culture
Shares meaningful cultural anecdotes and supports photo souvenir moments upon request
Guest Services: Ensure consistent presence across Casita, the Plaza, and La Casona, anticipating guest needs and supporting smooth transitions
Coordinate promptly with the appropriate department to resolve guest calls, requests, or concerns
Prioritize unresolved or outstanding guest requests from previous days
Follow up on all guest requests
Arrange transportation for guests, residents, and visitors
Demonstrate full understanding of Food & Beverage offerings
Operate the POS system with precision and support F&B service as required
Deliver guest items such as valet laundry, packages, and mail
Provide basic technology support
Use demographic and preference insights to personalize recommendations
Respond to requests for special arrangements or curated services
Accommodate unique guest needs with sensitivity, creativity, cultural appreciation
Gather, synthesize, and share information about property amenities, local events, cultural attractions
Support guest check‑in processes when needed
Oversee the Elite Arrival Experience
Guest Rooms: Assist with guest check‑ins when required
Secure valid forms of payment prior to issuing room keys
Activate or reissue room keys
Capture and enter loyalty program details
Coordinate with Housekeeping as needed
Support room change requests
Assist with late check‑out approvals
Process guest check‑outs when required
Clear departures in the system
Inform guests of messages or correspondence
Relations: Listen actively and respond with empathy and positivity
Address guest service needs professionally, graciously, and promptly
Support fellow Ladies and Gentlemen
Welcome and acknowledge every guest with genuine warmth
Express gratitude with authenticity
Anticipate guest needs proactively
Support guests with disabilities in a respectful and dignified manner
Engage guests in meaningful conversation
Offer genuine appreciation during every farewell
Communication: Communicate with guests and colleagues using polished, appropriate, and thoughtful language
Answer telephones with impeccable etiquette
Discuss work topics, activities, or concerns discreetly and professionally
Assists Management: Serve as a departmental role model and mentor
Encourage, motivate, and empower colleagues
Coordinate tasks and collaborate effectively with other departments
Working with Others: Actively listen and thoughtfully consider the concerns and perspectives of colleagues
Support and uplift all co‑workers with dignity and respect
Build and maintain positive, constructive relationships with fellow employees and across all departments
Approach sensitive situations with discretion, diplomacy, and integrity
Collaborate openly and assist others generously
Quality Assurance/Quality Improvement: Uphold the highest standards of quality, precision, and craftsmanship
Comply with established quality assurance expectations
Follow all guidelines, action plans, and performance expectations
Ensure full adherence to brand standards
Maintain compliance with luxury hospitality benchmarks
Actively identify opportunities to refine processes, close service gaps, and elevate the overall guest journey
Support quality‑driven initiatives across the operation
Demonstrate unwavering attention to detail
Policies and Procedures: Protect the privacy, safety, and personal security of all guests and fellow Ladies and Gentlemen
Maintain impeccable personal presentation
Safeguard all proprietary and confidential information
Follow all company and departmental policies and procedures
Protect company tools, equipment, and assets
Perform other reasonable duties as requested

Requirements

Previous experience in luxury hospitality, guest services, or a related service‑focused environment, ideally within boutique, ultra‑luxury, or resort settings
Demonstrated ability to deliver intuitive, personalized service that aligns with the philosophy of Ladies & Gentlemen serving Ladies & Gentlemen
Strong knowledge of Costa Rican culture, heritage, and especially the Guanacaste region, with genuine enthusiasm for sharing local insights and storytelling that enhances the guest’s sense of place
Multilingual abilities beyond English and Spanish (e.g., French, German, Portuguese) considered an asset for enhancing guest engagement
Familiarity with property management systems (e.g., OPERA) and guest experience platforms used in luxury hospitality
Proven strength in building meaningful guest relationships, resolving concerns with grace, and anticipating both expressed and unspoken needs in high‑touch environments
Prior experience working in dynamic guest-facing spaces, with comfort moving between multiple service zones (arrival areas, social spaces, pathways, and room escort)
High level of cultural awareness and emotional intelligence, with the ability to adapt communication and service style to diverse guests
Training or certification in hospitality, tourism, guest experience, or related fields preferred
Ability to stand, walk, or move between Casita, the Plaza, and La Casona for extended periods
Ability to safely lift or carry objects up to 10 pounds

Nice to have

Multilingual abilities beyond English and Spanish (e.g., French, German, Portuguese)
Training or certification in hospitality, tourism, guest experience, or related fields

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Plaza (Lobby) Ambassador

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