Plaza (Lobby) Ambassador

Job description

POSITION SUMMARY

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.

With intuitive presence and genuine hospitality, the Ambassador engages guests from the moment they arrive at Casita, offering personalized assistance, hydration amenities, fresh towels, and thoughtful guidance as they move through each step of the arrival ritual. The Ambassador coordinates special arrangements—such as internal transportation, reservations, curated experiences, and unique personal needs—ensuring every request is delivered with precision and followed through to full satisfaction.
Drawing from deep knowledge of the property, local culture, special events, and the natural surroundings of Guanacaste, the Ambassador shares meaningful insights that enrich the guest’s journey with authenticity and a profound sense of place. During arrival and farewell moments, the Ambassador may wear traditional Costa Rican attire, honoring local heritage and creating memorable, emotionally resonant rituals. They may also assist with photo souvenirs upon request, ensuring special moments are beautifully captured.

To uphold the service excellence of The Ritz‑Carlton Reserve, the Ambassador promptly engages the appropriate department—such as Manzu, Bell, Housekeeping, Food & Beverage, or Engineering—to ensure timely resolution of guest needs and service opportunities across Casita, the Plaza, and La Casona.

The Ambassador protects guest privacy, maintains impeccable personal presentation, adheres to company policies, and contributes to a safe and secure environment by reporting incidents and completing required safety procedures. Communication—whether in person, in writing, or over the telephone—is consistently clear, polished, and aligned with the refined etiquette of the Reserve.
Equally important is fostering positive relationships with fellow Ladies and Gentlemen, supporting teamwork across all service zones, listening with empathy, and contributing to a harmonious work environment aligned with shared goals. The Ambassador upholds quality assurance expectations, including luxury benchmarks, and consistently represents the Reserve’s commitment to extraordinary, intuitive service.

This position requires the ability to stand, walk, or move between Casita, the Plaza, and La Casona for extended periods, as well as safely lift or carry objects up to 10 pounds. Additional reasonable duties may be assigned to support operations and the guest experience.

CRITICAL TASKS

Greet/Escort Guests
The Plaza Ambassador warmly welcomes and escorts guests and residents through the distinct arrival spaces of the Reserve—beginning at Casita, continuing through the Plaza anchored by the Ceiba tree, and guiding them toward La Casona or onwards to their room or private residence. Each transition is crafted to feel effortless, intuitive, and deeply personalized. With a gracious and attentive presence, the Ambassador serves as the first point of connection, setting the tone for an exceptional and culturally rooted Reserve experience.

·  Welcome & Arrival Rituals. Warmly greets guests upon arrival at Casita, offering refreshing towels and hydration amenities as appropriate. Escorts guests through the arrival pathway, sharing the story of the Plaza, the Ceiba, and the architectural concept inspired by traditional Costa Rican towns.
·  Thoughtful Guidance & Tailored Recommendations. Provides curated information and clear directions regarding property amenities, hours of operation, residential pathways, nature trails, dining spaces at La Casona, and the unique cultural and natural offerings of the Guanacaste region—including points of interest, nature experiences, artisan traditions, and signature Reserve activities.
·  Escorting to Rooms or Residences. Introduces guests to their room or residence with elegance and clarity, highlighting essential features such as room key use, minibar amenities, hydration points, ice access, in‑room safe operation, and valet laundry services. Each explanation is delivered with warmth and intention, ensuring guests feel fully supported and comfortable in their private sanctuary.
·  Sense of Place & Personal Connection. When appropriate, may wear traditional Costa Rican attire to honor local culture and enhance ceremonial moments. Shares meaningful cultural anecdotes and supports photo souvenir moments upon request, reinforcing a deep sense of place and memory-making.

Guest Services
The Plaza Ambassador ensures seamless coverage, flow, and attentiveness across the primary guest-facing areas of the Reserve—Casita, the Plaza anchored by the Ceiba tree, and La Casona—creating an environment where guests feel genuinely cared for at every moment. Through intuitive service and thoughtful coordination, the Ambassador supports the Reserve’s promise of extraordinary, personalized hospitality rooted in Costa Rican warmth and tradition.

·  Ensure consistent presence across Casita, the Plaza, and La Casona, anticipating guest needs and supporting smooth transitions as guests move between arrival zones, social spaces, and pathways leading to rooms or residences.
·  Coordinate promptly with the appropriate Lady or Gentleman or department—including Bell Team, Front Desk, Housekeeping, Engineering, and Security—to resolve guest calls, requests, or concerns with efficiency and grace, regardless of the zone where the guest is located.
·  Prioritize unresolved or outstanding guest requests from previous days, ensuring they are handled with elevated urgency and completed to the guest’s full satisfaction.
·  Follow up on all guest requests, confirming that each has been fulfilled in a manner that reflects the Reserve’s standards of care, attention to detail, and anticipatory service.
·  Arrange transportation for guests, residents, and visitors, including internal movement around the Reserve, private transfers, taxis, shuttle services, and specialty transport. Document advance transportation requests with accuracy and awareness of timing and guest preferences.
·  Demonstrate full understanding of Food & Beverage offerings, including menus, service rhythms, and the Reserve’s dining philosophies across the different experiential zones within La Casona and surrounding social areas.
·  Operate the POS system with precision and support F&B service as required in Casita, the Plaza, or La Casona, ensuring every interaction reflects the elevated service culture of the Reserve.
·  Deliver guest items such as valet laundry, packages, and mail with professionalism, discretion, and care, ensuring items arrive promptly and in perfect condition.
·  Provide basic technology support, assisting guests with personal devices, wireless connectivity, printing, media center functions, and other Business Center tools as needed.
·  Use demographic and preference insights to personalize recommendations, leveraging platforms such as GO‑BOARD and knowledge of the surrounding region to craft meaningful, relevant suggestions.
·  Respond to requests for special arrangements or curated services, including spa appointments, adventure activities, local cultural excursions, religious services, babysitting, financial services, interpretation, dry cleaning, and reservations for entertainment or shopping.
·  Accommodate unique guest needs with sensitivity, creativity, cultural appreciation, and a genuine desire to exceed expectations.
·  Gather, synthesize, and share information about property amenities, local events, cultural attractions, artisan communities, and activities that enhance the guest’s connection to Guanacaste and the spirit of Costa Rica.
·  Support guest check‑in processes when needed, ensuring seamless coordination with Front Desk and honoring all personalized details established during the pre‑arrival planning phase.
·  Oversee the Elite Arrival Experience, collaborating closely with the Rooms Controller to ensure that preferences, expectations, and arrival details for elite guests are met with Reserve‑level precision, care, and emotional connection.

Guest Rooms
Although not a primary focus of the Plaza Ambassador role, the Ambassador may support select Guest Rooms tasks when necessary, ensuring they are performed with the same level of precision, warmth, and professionalism that defines the Reserve experience.

·  Assist with guest check‑ins when required, including confirming reservations in the property management system, verifying identity, securing a method of payment, assigning rooms, and issuing keys following established standards.
·  Secure valid forms of payment prior to issuing room keys, ensuring accuracy and adherence to financial procedures.
·  Activate or reissue room keys using the designated electronic key system, verifying identity and offering calm, supportive guidance in moments such as lost keys.
·  Capture and enter loyalty program details when assisting with check‑in or reservation processes, ensuring accurate and complete member information.
·  Coordinate with Housekeeping as needed to confirm room readiness or communicate guest preferences and concerns.
·  Support room change requests, offering thoughtful alternatives when feasible and appropriate.
·  Assist with late check‑out approvals based on occupancy considerations, ensuring a balance between guest comfort and operational needs.
·  Process guest check‑outs when required, including express departures, resolving billing questions, settling accounts, and collecting room keys.
·  Clear departures in the system when assisting the Front Desk team to ensure accurate room inventory.
·  Inform guests of messages or correspondence—such as voicemail, mail, or documents—and arrange delivery with professionalism and discretion.

Relations
The Plaza Ambassador builds meaningful, trusting relationships with guests through attentive listening, intuitive service, and genuine human connection. Every interaction reflects the Reserve’s philosophy of anticipatory hospitality and the sincere warmth of Costa Rica.

·  Listen actively and respond with empathy and positivity, using the appropriate brand engagement processes (LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve concerns, exceed expectations, and create moments of delight.
·  Address guest service needs professionally, graciously, and promptly, ensuring each request receives full attention and follow‑through.
·  Support fellow Ladies and Gentlemen to maintain seamless coverage and ensure guests receive timely, thoughtful service in all areas of the property.
·  Welcome and acknowledge every guest with genuine warmth, offering a sincere smile, eye contact, and a friendly verbal greeting—using the guest’s name whenever possible to create personal connection.
·  Express gratitude with authenticity, thanking guests for choosing Nekajui and offering a heartfelt farewell at every departure.
·  Anticipate guest needs proactively, asking thoughtful questions when appropriate and observing preferences carefully in order to personalize future interactions and offerings.
·  Support guests with disabilities in a respectful and dignified manner—providing assistance such as guiding visually, hearing, or mobility‑impaired individuals, explaining actions verbally, removing obstacles, or helping access Braille or TDD resources.
·  Engage guests in meaningful conversation, sharing insights about their stay, property experiences, and the unique cultural and natural attractions of Guanacaste.
·  Offer genuine appreciation during every farewell, ensuring guests feel seen, valued, and warmly remembered.

Communication
Exceptional communication is a hallmark of the Plaza Ambassador’s role, ensuring every interaction—whether with guests or fellow Ladies and Gentlemen—is delivered with clarity, warmth, and professionalism.

·  Communicate with guests and colleagues using polished, appropriate, and thoughtful language, reflecting the refined service culture of the Reserve. Every verbal exchange is an opportunity to convey respect, courtesy, and genuine care.
·  Answer telephones with impeccable etiquette, ensuring calls are answered within three rings and delivered with a smile that can be felt through the tone of voice. The Ambassador uses the caller’s name, provides seamless transfers to the appropriate department or Lady/Gentleman, requests permission before placing a caller on hold, takes complete and accurate messages, and always allows the caller to end the conversation.
·  Discuss work topics, activities, or concerns discreetly and professionally, ensuring sensitive conversations occur only in appropriate back of house locations and never in guest facing areas, upholding privacy, dignity, and the Reserve’s atmosphere of tranquility.

Assists Management
The Plaza Ambassador supports leadership by serving as a role model of refined service, craftsmanship, and professionalism. Through everyday actions, the Ambassador strengthens the culture of the Reserve and inspires fellow Ladies and Gentlemen to deliver extraordinary experiences.

·  Serve as a departmental role model and mentor, working alongside fellow Ladies and Gentlemen to demonstrate excellence in both technical and functional responsibilities. The Ambassador embodies the Reserve’s values through consistency, poise, and genuine dedication to the guest experience.
·  Encourage, motivate, and empower colleagues by fostering a positive and supportive environment that promotes accountability, ownership, and thoughtful decision‑making. The Ambassador invites collaboration, shares constructive feedback, and contributes ideas for continuous improvement in service and operations.
·  Coordinate tasks and collaborate effectively with other departments to ensure smooth, efficient operations across the property. By maintaining open communication and strong interdepartmental partnerships, the Ambassador helps uphold the Reserve’s standard of seamless, intuitive service.

Working with Others
At Nekajui, harmonious collaboration is essential to delivering the personalized, intuitive, and heartfelt service that defines a Ritz‑Carlton Reserve. The Plaza Ambassador nurtures this culture by fostering trust, respect, and unity among all Ladies and Gentlemen.

·  Actively listen and thoughtfully consider the concerns and perspectives of colleagues, responding with empathy, professionalism, and a genuine commitment to collective success.
·  Support and uplift all co‑workers with dignity and respect, recognizing that every Lady and Gentleman contributes uniquely to the Reserve’s excellence.
·  Build and maintain positive, constructive relationships with fellow employees and across all departments, ensuring a fluid, seamless operation in every guest experience.
·  Approach sensitive situations involving guests or colleagues with discretion, diplomacy, and integrity, safeguarding confidentiality and reinforcing the Reserve’s culture of respect.
·  Collaborate openly and assist others generously, promoting a strong sense of teamwork and unity in pursuit of shared goals and extraordinary guest service.

Quality Assurance/Quality Improvemen t
At Nekajui, a Ritz‑Carlton Reserve, the Plaza Ambassador supports our culture of excellence by consistently upholding established quality standards and contributing to continuous improvement across the guest experience.

·  Uphold the highest standards of quality, precision, and craftsmanship in every guest interaction and operational task.
·  Comply with established quality assurance expectations, ensuring all service moments reflect the elevated experience of a Ritz‑Carlton Reserve.
·  Follow all guidelines, action plans, and performance expectations set by the Quality Manager and departmental leadership, contributing to a culture of continuous improvement.
·  Ensure full adherence to brand standards, delivering every touchpoint in alignment with the service philosophy of The Ritz‑Carlton.
·  Maintain compliance with luxury hospitality benchmarks including LQA, Forbes Travel Guide, and any additional quality frameworks adopted by the Reserve.
·  Actively identify opportunities to refine processes, close service gaps, and elevate the overall guest journey.
·  Support quality‑driven initiatives across the operation, contributing to consistency, excellence, and operational harmony.
·  Demonstrate unwavering attention to detail, ensuring that the guest experience remains authentic, intuitive, and flawlessly executed.

Policies and Procedures
Protect the privacy, safety, and personal security of all guests and fellow Ladies and Gentlemen, ensuring discretion and confidentiality in every interaction.

·  Maintain impeccable personal presentation, ensuring uniforms, name tags, and overall appearance are clean, polished, and fully compliant with company and departmental guidelines.
·  Safeguard all proprietary and confidential information, handling sensitive materials and data with professionalism, integrity, and adherence to policy.
·  Follow all company and departmental policies and procedures, consistently modeling behaviors that reinforce the culture and operational expectations of the Reserve.
·  Protect company tools, equipment, and assets, using them responsibly and in accordance with established standards and procedures.
·  Perform other reasonable duties as requested, supporting the operation with flexibility, professionalism, and a commitment to service excellence.

PREFERRED QUALIFICATIONS

·  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.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

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. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.

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.