Representing Nekajui, a Ritz-Carlton Reserve, at the airport as the first personal point of contact for arriving guests is the core of this role. You will create a warm, gracious, and discreet welcome that reflects the property's personalized approach to service. This position involves coordinating with guest services and transportation providers, assisting with luggage, and ensuring a smooth transfer to the property.
Responsibilities
Represent Nekajui, a Ritz-Carlton Reserve, at the airport as the first personal point of contact in the guest's arrival experience
Create a warm, gracious, and discreet welcome that reflects the property's sense of place and personalized approach to service
Review arrival details and guest preferences
Monitor flight updates
Coordinate with Nekajui's guest services team and the previously arranged transportation provider
Meet guests at the designated meeting point within authorized airport areas
Discreetly confirm transfer details
Assist with luggage and immediate needs
Escort guests to the approved pickup area
Introduce the assigned driver
Confirm that the correct vehicle, guest party, and belongings are accounted for before departure
Keep guests informed of waiting times or changes
Communicate the transfer's departure, estimated arrival time, and relevant guest needs to Nekajui so the welcome continues smoothly at the property
Take ownership of requests within the role's scope
Promptly escalate flight disruptions, missing luggage, or transportation concerns, following through with the responsible team
Share accurate, relevant information about Nekajui and the surrounding destination without overwhelming guests after their journey
Support departing guests at the airport when assigned and offer a warm, personal farewell
Follow airport access requirements and company procedures at all times
Follow all company policies and procedures
Report accidents, injuries, and unsafe work conditions to manager
Ensure uniform and personal appearance are clean and professional
Maintain confidentiality of proprietary information
Protect company assets
Welcome and acknowledge all guests according to company standards
Anticipate and address guests’ service needs
Assist individuals with disabilities
Thank guests with genuine appreciation
Speak to guests and co-workers using clear, appropriate and professional language
Support all co-workers and treat them with dignity and respect
Partner with and assist others to promote an environment of teamwork and achieve common goals
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Comply with quality assurance expectations and standards
Read and visually verify information in a variety of formats (e.g., small print)
Visually inspect tools, equipment, or machines (e.g., to identify defects)
Stand, sit, or walk for an extended period of time or for an entire work shift
Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance
Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination
Move up and down stairs and/or service ramps
Reach overhead and below the knees, including bending, twisting, pulling, and stooping
Perform other reasonable job duties as requested by Supervisors
Review the daily arrival schedule, guest names and preferences, flight details, party size, special requests, and confirmed transportation arrangements with Nekajui's guest services team before each arrival
Use only the guest information needed to prepare a personalized welcome
Monitor flight arrival information and promptly communicate delays, cancellations, or schedule changes to the hotel and assigned transportation provider
Be present at the designated meeting point ahead of the expected guest arrival, using approved identification or signage and respecting guest privacy
Welcome guests as the airport representative of Nekajui, a Ritz-Carlton Reserve, using their names naturally and discreetly when appropriate
Introduce yourself, confirm the prearranged transfer details, and offer a calm, attentive welcome tailored to their needs after the journey
Offer assistance with luggage, airport directions, and immediate guest needs within authorized areas
Coordinate additional assistance through the appropriate airport service when needed
Confirm the assigned driver's readiness, vehicle location, and pickup timing
Escort guests to the approved pickup point and introduce them to the assigned driver
Confirm the correct guest party, vehicle, destination, and luggage before departure, and communicate relevant guest requests to the driver and hotel team
Notify Nekajui's guest services team when guests have been met and when their transfer departs
Share the estimated arrival time, relevant preferences, and any outstanding requests through approved channels so the team can prepare a coordinated, personalized welcome at the property
Keep guests informed during waits or disruptions
Escalate missing guests, unavailable vehicles, or transfer discrepancies promptly
Obtain authorization before changing transportation arrangements or committing to additional charges
Assist guests in contacting the airline or authorized airport service regarding delayed or missing luggage, and relay relevant updates to the hotel for follow-up
Maintain accurate arrival, transfer, incident, and handover records using approved communication channels, protecting guest and itinerary information
When assigned, meet departing guests at the airport, provide directions to the appropriate check-in area, coordinate authorized luggage assistance, and offer a fond farewell
Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor
Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel
Follow applicable airport emergency instructions and company procedures for evacuations, medical emergencies, and other incidents
Immediately notify the appropriate airport personnel and hotel contact
Observe airport access, identification, security, and approved pickup requirements
Report suspicious activity or safety concerns to authorized airport personnel and the hotel
Do not enter restricted areas without authorization
Protect the privacy and security of guests and coworkers
Maintain confidentiality of proprietary materials and information
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures
Assist other employees to ensure proper coverage and prompt guest service
Maintain current knowledge of Nekajui's services and experiences, Peninsula Papagayo, and the surrounding destination
Share accurate information when relevant to guests' questions and interests, respecting their preference to converse or rest after their journey
Actively listen to guest questions, concerns, and requests and respond with empathy, discretion, and ownership in accordance with Nekajui's service procedures
Resolve matters within the role's authority, promptly involve the appropriate team when needed, and follow through to confirm that requests have been addressed
Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible
Comply with the service and quality standards applicable to Nekajui, a Ritz-Carlton Reserve, ensuring that airport presentation, guest recognition, responsiveness, discretion, and the handover to transportation are consistent with the property's personalized guest experience
Requirements
High school diploma or G.E.D. equivalent
Previous experience in customer service or guest relations, preferably in luxury hospitality, airport services, or tourism
No supervisory experience
Proficiency in English and Spanish
Basic proficiency in digital communication tools and flight tracking applications
Nice to have:
Familiarity with airport arrival procedures and transportation coordination
About the Company
At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. The Ritz-Carlton has earned the reputation as a global brand leader in luxury hospitality. In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International.